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Susan Skerritt, Regional Head Americas, Global Transaction Banking, Deutsche Bank examines 'client-centricity' and the essential elements to improving customer experience and delivering innovation.
Very effective and informative interview. I would like to add one consideration: What the corporate wants is not (necessarily) what the corporate treasurer wants. It is not uncommon for companies to have internal ‘silos’ with lines of business (LOBs) such
as sales, procurement, logistics, treasury and IT each having various goals that conflict, making it almost impossible for a bank to provide a holistic solution that addresses each LOB’s requirements.
Bottom line: There are many "customers" to serve. Some are just influencers while other are the decision makers. It is important for the bank to distinguish which is which and have for each a selected and tailored approach.
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Robert Graham, Executive Vice President Financial Services, Virtusa, speaks at Sibos 2018 in Sydney about AI, ML and RPA, whether they should be seen as operational cost saving or revenue generating projects, and where solutions are being deployed.
Farooq Siddiqi, Global Head of Trade, Standard Chartered, speaks at Sibos 2018 in Sydney about the current state of affairs for trade digitisation, how close we are to seeing trade being digitised, what the existing challenge is and what needs to be done.
Martin Frick, Managing Director, APAC, Temenos, speaks at Sibos 2018 in Sydney about APAC being a fragmented market, what the 'Fourth Industrial Revolution' means for the APAC region, and how new entrants and neo-banks are challenging the status quo in financial services.
Miguel Rio-Tinto, Group Chief Information Officer, Emirates NBD, speaks at the Infosys Finacle Conclave 2018 in Antwerp about what helps build a successful digital organisation, and how banks can accelerate their digital journey and drive business growth.
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