Using Analytics for Customer-Centricity: Financial Institution Case Study

Published On:
January 17, 2017
Authored By:
Holly Lyke-Ho-Gland
Member Only Content:
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Based in the United States, this major multinational financial institution has an extensive network of banks. Its lines of business include consumer, small business, and corporate banking, as well as credit cards, mortgage lending, and asset management. In this blinded case study, APQC reviews how this organization measures and manages customer expectations and uses customer insights for product development.