HFS Research: Banks Must Embrace Customer-Centric Transformation to Remain Competitive

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In the face of digital disruption, organizations across industries are re-thinking how they operate and interact to support the customer experience better. This introspection is relevant in today’s banking ecosystem, which begs for more transparency and seamless ease of use for both B2B and B2C customers. Digital technology is fundamentally changing the way customers interact with their banks, and how banks approach building customer relationships and garnering loyalty.

The need for enhanced customer experience permeates all areas of financial services, including corporate banking, capital markets, and wealth and asset management realms. In this POV, we detail how U.S. Bank is working with its partner TandemSeven, a Genpact company, to redesign its B2B user experience to meet digital customers’ rapidly changing expectations.


Melissa O’Brien
Research Vice President, Customer Engagement, Retail and Travel Strategies
HFS Research

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