Save 50% on a 3-month Digiday+ membership. Ends Dec 5.
“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
Behind the rise of the chief productivity officer and what it means for companies and employees
The CPO is envisioned as the leader who orchestrates people and technology together to drive business outcomes.
OpenX redraws the SSP-agency relationship
The gradual realignment of programmatic’s middlemen discussed at Digiday’s Programmatic Marketing Summit.
Omnicom’s reshuffled leadership emerges as the ad industry’s new power players
Omnicom’s Black Monday saw thousands of jobs cut, and a chosen few put in charge of what is now the world’s largest marketing services group. They face a number of challenges, however.