“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
Albertsons is putting digital screens for ads in more than a third of its stores
The retail giant has seen enough success in its digital screen network to begin a rollout in 800 of its 2,200-plus stores in 2026.
The Australian Open wants to be ‘the Super Bowl’ for experiential beauty marketing
“Tennis is in vogue at the moment,” said Roddy Campbell, director of partnerships and international business at Tennis Australia
Dick’s invests in in-house influencers as brands seek control
Dick’s beefs up its in-house influencer program, joining brands moving to own creator relationships.