It’s time to go big or go home. In this short video interview with IBM’s Global Director, front office transformation, Kwafo Ofori-Boateng, he explains that lack of customer focus inevitably ends in customers seeking attention in alternative solutions, leaving you for your competitors.
Ofori-Boateng discusses today’s rising customer-centric approach, and how companies invest more and more resources in understanding the customers. In an depth discussion on how to give customers what they really want, not what we think they want. This is the key shift taking place in today’s high tech world.
The interview also touches the paradigm shift in the banking industry and their new focus on optimizing customer experience rather than optimizing solely the features of the bank’s online services and capabilities.