Join us Sept. 14-16 in Miami to connect with top publishing leaders
“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
Target’s new beauty selection has almost no Black-owned brands
Of the 90 brands listed as part of the new beauty assortment, Modern Retail could only identify two with Black owners or founders.
Carhartt aligns with the NFL through the tradespeople building Highmark Stadium
Carhartt is finding a way to tap into football season that goes beyond partnering with the athletes themselves.
Future of Marketing Briefing: Soccer’s World Cup buzz isn’t moving needle on Premier League ad spend
The World Cup was a success for broadcasters, but marketers looking to capitalize on rising interest in soccer must navigate a diffuse landscape of sporting properties and fan identities.