Blog post written by Anke Schlichting. Anke is a former blogger on Blogpodium and Financial Service Technology lead Accenture Netherlands till January 2012.
As banks are still returning to more orderly trading positions in the aftermath of the financial crisis in early 2009, it becomes clear that they are now operating in a new environment. An environment where the economic fundamentals are changing, and even more significantly, so is the customer.
Expectations of customers globally are accelerating, with Accenture’s 2009 Customer Service Survey indicating that these have risen faster across service sectors in the last 18 months than in the previous five years, and that two in three consumers globally switched service providers in some sector during the last year. Accenture recently conducted the “Customer 2012″ Banking survey among 50 senior retail banking executives at major banks globally. The survey results describe a new world for banking in which the customer has finally taken control of center stage.