" It’s all about the customer. " This famous Jeff Bezos quote still holds true today and perhaps nowhere more than in financial services. In an era dominated by digital transformation, personalization features, and customer data strategies, something crucial is being lost: the human touch . This evolution pushes the traditional term of customer centricity towards deeper notions like customer intimacy or even customer obsession . Ultimately, these concepts all point to the same goal: putting your customer at the centre, listening actively, and making them feel truly special. While most financial institutions claim to be “customer-centric,” many customers still feel abandoned. Why? Because true customer intimacy goes far beyond personalization tokens or sleek mobile interfaces. It’s about genuinely understanding your customer’s context, emotions, and needs, and offering the right support at the right time. Customer intimacy is not just a bu...
A weekly blog with articles on the future of financial services sector and more particular specifically Fintech, but also on topics, like IT and digitalization and its impact on the world (like e.g. mobility). #fintech #bankingsector #innovation #bankingtechnology