Adopting a customer-centric approach in the financial sector - entrepreneurship & innovation field lab

Abstract

In the 21st century, powerful forces are impacting the banking industry. The technological and digital transformation, the entrance of non-traditional and innovative players, new regulations and the adverse economic factors are changing customer expectations. These forces are driving customer-centric innovation to rise, increasing customer requirements in terms of accessibility, ease of use, personalization and convenience. To cope with these changes, retail banks need to generate innovative customer-centric business models and strategies to better respond to the challenges ahead and thrive in the future. The aim of this Work Project is to develop a concept creating value for customers by meeting their changing expectations. A solution is proposed, the creation of kids’ first digital bank: Kick Bank.