Friday, March 15, 2013
KEYNOTE ADDRESS: MAPPING OUR BANK DNA...ARE WE READY - AND ABLE - TO EVOLVE AND ENGAGE DIFFERENTLY AND FUNDAMENTALLY DELIGHT CUSTOMERS?
The quest for new customers, customer engagement and customer satisfaction are all concepts that have been central to retail banking strategies for decades. But today, we are in the midst of a digital revolution that is dramatically shifting the customer dynamic. Consumers have a new voice, new platforms to share their views and new expectations. Jonathan W. Witter, President of Retail and Direct Banking at Capital One Bank examines the changing world of retail banking and the customer experience. Asking the question: Is the banking industry ‘genetically flawed’ and unable to evolve and engage differently to fundamentally delight customers?