As financial institutions begin to pick up the pieces from the last 18 months of disruption and the competitive landscape shifts, many expect a new wave of consolidation as stronger institutions acquire weaker players. The challenge for buyers: rapid integration of the organizations they’re acquiring to achieve higher levels of customer service. Even banks committed to going it alone face the challenge of caring for skittish customers in a multichannel environment.
In this 1to1 Executive Dialogue, Don Peppers, founding partner of Peppers & Rogers Group, and Steve Muran, financial industry subject matter expert with Infor, talk about the importance of customer retention, the need to integrate disparate sources of data, and the opportunity for financial institutions to rebuild customer trust as a means to competitive advantage.
