Industry experts say that Royal Bank of Canada may be the most advanced bank in North America when it comes to using information to understand and deliver on customer expectations. But CIO Marty Lippert says that breaking through traditional bank culture obstacles is also key to success.

The struggle is to convince line of business heads that they must risk cannibalizing their own customers internally before other financial services companies do. And though collecting the right data is one challenge, developing tools to make it easy to access is another.

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