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TECH BUYER Sep 2019 - IDC PlanScape - Doc # AP44824420

IDC PlanScape: "New" Customer Centricity for Banking in Asia/Pacific

By: Handojo TriyantoSenior Research Manager

Abstract

This IDC study explores 3rd Platform and other new technologies for changing previous customer centricity approaches or frameworks in Asia/Pacific banks. The focus of this study spans planning (why, what, and who) to designing (how) without being specific to certain technology solution vendors. IDC recommends:

  • IDC Principles for Customer Centricity: Principles in designing a customer centricity blueprint
  • IDC Development Method for Customer Centricity: Sequencing stages and steps for running customer centricity implementations

"Customer centricity is not a new approach for creating a strategy, but with the 3rd Platform and other emerging new technologies, financial institutions must redefine their strategy with the 'new' customer centricity framework," says Handojo Triyanto, Senior Research Manager with Asia/Pacific IDC Financial Insights.


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