“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
Electronic Arts is betting that in-game ads can out-earn CTV
To make in-game ads stick, EA has built its own stack rather than rent one. Now it wants to shape the standards before anyone else does.
Future of Marketing Briefing: Why Bose is building an entertainment company
Bose has a new entertainment division. Its CMO hasn’t used a creative agency in five years. The two things are related.
The rise of pharma ad tech
Insiders say it comes at the cost of legacy platforms such as DSPs and SSPs.