Historically, banks have been heavily siloed operations - the online team has goals and systems quite separate to the in-branch teams, regional managers, and other departments. This results in a fractured core to the business, where motivations and views of the customer rarely align. Crucially, it’s holding banking back from creating the kind of customer experience other retailers have achieved. And all the while, people’s expectations are sky-rocketing. The three key areas that are affected by the siloed

Read More »