“Everyone talks about being client-centric,” said Citi Ventures head Vanessa Colella.
That may be true, but banks are only now starting to put people in charge of quality control.
A number of PwC’s financial services clients have begun making a real shift from just talking about the customer experience to making it a step in some decision making processes. (PwC declined to identify any of them.) The shift is similar to that of technology leaders, who after moving up to the C-suite has become more of a centralized authority in order to bring consistency to the technology decisions that take place across all businesses.
“Historically [experience strategy] has been the purview of design groups or marketing organizations that was embedded into everyone’s job,” said David Schiff, a principal at PwC whose practices focuses on digital and customer-driven transformations. “There’s a much greater sense of responsibility and accountability now starting at the top and driving all the way through.”
More in Marketing
After the €150 million fine, Apple’s ATT faces its hardest questions yet
The Apple ATT backlash has arrived.
With TikTok deadline, agencies are ‘staying the course’ but prepared to respond this weekend
This time around, eight agencies and influencer marketing execs told Digiday that their general sentiment going into the April 5 deadline is more calm and confident.
More brands are blending deterministic and probabilistic data for hybrid targeting approaches
Advertisers are exploring AI-assisted lookalike modeling for new audience targeting approaches — brought on by the fading third-party cookie.