Gartner Research

Laying the Groundwork for Transformation in Culture, Talent and Decision Making

Published: 07 January 2019

ID: G00411604

Analyst(s): Financial Services Business Leader Research Team

Summary

In industries that have faced digital disruption, winners focus their efforts on delivering customer outcomes. Retail banking executives must use digital capabilities to uncover and pursue new ways of serving unmet customer needs rather than to enable banking processes.

Table Of Contents

Facing Disruption and Uncertainty

Disruption and Transformation in the Air

Laying the Foundations for Transformation

Winners Chase Customer Outcomes

Current Focus of Digitization

How Digital Companies Rethink Culture, Talent and Decision Making

Prioritizing the Ability to Connect New Capabilities to Customer Challenges

BECU

Redefining Success as Delivering on Customer Outcomes

RBC

Empowering the Staff Closest to the Customer

IBM

DIRECTV

Conclusion

About This Research

Recommended by the Authors

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