Relevance, personalisation and customer-centricity are all buzzwords that are currently dominating the discussion about tomorrow’s banking world. And rightly so! In order to successfully shape digital transformation, a fundamentally new approach to customers is required. Today’s customers have evolving and increased expectations of services of all kinds, including services in the financial sector.
What is clear is that if established institutions don’t meet them, others will. New competitors have long since begun to do so. In the digital age, banks simply cannot afford to revolve around themselves. Instead, they must respond to consumers and their genuine needs, even going beyond conventional financial services, as recently argued in Accenture’s banking blog.
This is precisely where the issue of sustainability comes into play. The climate issue is a matter of utmost urgency for all of us today, which is why consumers are attaching greater and greater importance to sustainable consumer behaviour. With data-driven CO₂ tracking, banks are providing them with an incredibly effective sustainability tool. This way, institutions are achieving the goal of purpose-driven banking with customer-centric relevance. Banks act as an adviser and partner in everyday life – it’s certainly a promising concept, but how does it work in practice?