Adapting to change is key

摘要

Speaking with extensive experience on consulting and IT in financial services, Bertrand Lavayssiere shares Capgemini's view on the main issues in the financial services industry and their possible solutions. He highlights three key issues that continue to plague retail banks: creating customer loyalty, integrating different channels and, in particular, the need to reduce back office costs. The issue of customer loyalty is not new, he notes, it is a permanent question that has always been a problem for banks, "but the way you address it now is different from years ago and will be different in the future".