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Market Research Report

IDC PlanScape: "New" Customer Centricity for Banking in Asia/Pacific

Published by IDC Product code 912207
Published Content info 15 Pages
Delivery time: 1-2 business days
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IDC PlanScape: "New" Customer Centricity for Banking in Asia/Pacific
Published: September 24, 2019 Content info: 15 Pages

This IDC study explores 3rd Platform and other new technologies for changing previous customer centricity approaches or frameworks in Asia/Pacific banks. The focus of this study spans planning (why, what, and who) to designing (how) without being specific to certain technology solution vendors. IDC recommends:IDC Principles for Customer Centricity: Principles in designing a customer centricity blueprintIDC Development Method for Customer Centricity: Sequencing stages and steps for running customer centricity implementations"Customer centricity is not a new approach for creating a strategy, but with the 3rd Platform and other emerging new technologies, financial institutions must redefine their strategy with the 'new' customer centricity framework," says Handojo Triyanto, Senior Research Manager with Asia/Pacific IDC Financial Insights.

Table of Contents
Product Code: AP44824420

IDC PlanScape Figure

Executive Summary

Why is new customer centricity Important?

  • Affecting Banking Customers Directly
    • Smartphones
    • Social Media
  • Supporting Customer-Facing Processes
    • Big Data Analytics
    • Internet of Things
  • Affecting Customers Indirectly by Supporting Operations for the Customers' Benefit
    • Cloud
    • Blockchain
    • Artificial Intelligence

What ARE new customer centricity initiatives?

  • Connected Collaboration
  • Customer Consent
  • Personalization
  • Recommendation
  • Continuity
  • Mentorship

Who are the Key Stakeholders?

How Can My Organization Take Advantage of the new customer centricity framework?

  • Principles for Designing Customer Centricity
  • Development Method for Customer Centricity Implementation

Advice for Technology Buyers

Related Research

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