CIO Straight Talk - Issue 7 - 17
17
From Culture to
Customer
Digital technology is becoming the most important element in giving customers
the experience they want. But for corporate technology teams to drive this
change, the function's traditional culture needs an overhaul.
We are entering a world in which customer
class experience to our customer is a strategic
experience is becoming the key competitive
priority of paramount importance.
differentiator. This shift from pricing and
That means making sure we're thinking
product to customer experience - the where,
about every interaction the customer has with
when, and how of customers interacting
us and every perception that contributes to
with an organization - is driven in part by the
the customer's feelings about us-from big
expectations of the post-Gen Y generation
components, like what they think about the
of "digital natives." And it is changing the
products and services we offer, to the tiniest
way we do business in banking and financial
detail, like the language our colleagues use
services - indeed, in almost every industry.
when speaking to a customer and to each other.
In financial services, the impact of this
It's less about what our competitors are doing
major change in customer expectations
and more about what matters to our customers.
is compounded by the change in our
Our purpose at Bankwest is to help people
competitive landscape. Competition is no
achieve what matters today, and for generations
longer simply other banks and financial
to come, so our aim is to design and deliver an
service providers. It's the Googles and
experience for customers that will keep them
the Amazons and the Facebooks that are
from going elsewhere for their banking needs -
encroaching upon traditional banking
and that will attract new customers, as well.
functions. It's also competitors we're not
To do that, we need to understand our target
even aware of yet - four people in a garage
customer segments better than anyone. And
coming up with an innovation that isn't even
that requires a change in traditional
on our radar.
technology culture.
In light of the incredible challenge we face
to keep up with people we don't know, we
focus on those we do know: our customers.
Tim Berners-Lee posts the first photo uploaded to
the Web, showing the all-female parody pop group
Les Horribles Cernettes (LHC), comprising four of
his colleagues at CERN, home of the Large Hadron
Collider (also LHC).
1993
1992
So delivering a differentiated and world-
O'Reilly Digital Media group launches the
Global Network Navigator (GNN) - the first
commercial web publication and the first web
site to offer clickable advertisements.
CIO Straight Talk - Issue 7
Table of Contents for the Digital Edition of CIO Straight Talk - Issue 7
Contents
CIO Straight Talk - Issue 7 - Cover1
CIO Straight Talk - Issue 7 - Contents
CIO Straight Talk - Issue 7 - 1
CIO Straight Talk - Issue 7 - 2
CIO Straight Talk - Issue 7 - 3
CIO Straight Talk - Issue 7 - 4
CIO Straight Talk - Issue 7 - 5
CIO Straight Talk - Issue 7 - 6
CIO Straight Talk - Issue 7 - 7
CIO Straight Talk - Issue 7 - 8
CIO Straight Talk - Issue 7 - 9
CIO Straight Talk - Issue 7 - 10
CIO Straight Talk - Issue 7 - 11
CIO Straight Talk - Issue 7 - 12
CIO Straight Talk - Issue 7 - 13
CIO Straight Talk - Issue 7 - 14
CIO Straight Talk - Issue 7 - 15
CIO Straight Talk - Issue 7 - 16
CIO Straight Talk - Issue 7 - 17
CIO Straight Talk - Issue 7 - 18
CIO Straight Talk - Issue 7 - 19
CIO Straight Talk - Issue 7 - 20
CIO Straight Talk - Issue 7 - 21
CIO Straight Talk - Issue 7 - 22
CIO Straight Talk - Issue 7 - 23
CIO Straight Talk - Issue 7 - 24
CIO Straight Talk - Issue 7 - 25
CIO Straight Talk - Issue 7 - 26
CIO Straight Talk - Issue 7 - 27
CIO Straight Talk - Issue 7 - 28
CIO Straight Talk - Issue 7 - 29
CIO Straight Talk - Issue 7 - 30
CIO Straight Talk - Issue 7 - 31
CIO Straight Talk - Issue 7 - 32
CIO Straight Talk - Issue 7 - 33
CIO Straight Talk - Issue 7 - 34
CIO Straight Talk - Issue 7 - 35
CIO Straight Talk - Issue 7 - 36
CIO Straight Talk - Issue 7 - 37
CIO Straight Talk - Issue 7 - 38
CIO Straight Talk - Issue 7 - 39
CIO Straight Talk - Issue 7 - 40
CIO Straight Talk - Issue 7 - 41
CIO Straight Talk - Issue 7 - 42
CIO Straight Talk - Issue 7 - 43
CIO Straight Talk - Issue 7 - 44
CIO Straight Talk - Issue 7 - 45
CIO Straight Talk - Issue 7 - 46
CIO Straight Talk - Issue 7 - 47
CIO Straight Talk - Issue 7 - 48
CIO Straight Talk - Issue 7 - 49
CIO Straight Talk - Issue 7 - 50
CIO Straight Talk - Issue 7 - 51
CIO Straight Talk - Issue 7 - 52
CIO Straight Talk - Issue 7 - 53
CIO Straight Talk - Issue 7 - 54
CIO Straight Talk - Issue 7 - 55
CIO Straight Talk - Issue 7 - 56
CIO Straight Talk - Issue 7 - 57
CIO Straight Talk - Issue 7 - 58
CIO Straight Talk - Issue 7 - 59
CIO Straight Talk - Issue 7 - 60
CIO Straight Talk - Issue 7 - 61
CIO Straight Talk - Issue 7 - 62
CIO Straight Talk - Issue 7 - 63
CIO Straight Talk - Issue 7 - 64
CIO Straight Talk - Issue 7 - 65
CIO Straight Talk - Issue 7 - 66
CIO Straight Talk - Issue 7 - 67
CIO Straight Talk - Issue 7 - 68
CIO Straight Talk - Issue 7 - 69
CIO Straight Talk - Issue 7 - 70
CIO Straight Talk - Issue 7 - 71
CIO Straight Talk - Issue 7 - 72
CIO Straight Talk - Issue 7 - 73
CIO Straight Talk - Issue 7 - 74
CIO Straight Talk - Issue 7 - 75
CIO Straight Talk - Issue 7 - 76
CIO Straight Talk - Issue 7 - 77
CIO Straight Talk - Issue 7 - 78
CIO Straight Talk - Issue 7 - 79
CIO Straight Talk - Issue 7 - 80
CIO Straight Talk - Issue 7 - 81
CIO Straight Talk - Issue 7 - 82
CIO Straight Talk - Issue 7 - 83
CIO Straight Talk - Issue 7 - 84
CIO Straight Talk - Issue 7 - 85
CIO Straight Talk - Issue 7 - 86
CIO Straight Talk - Issue 7 - Cover3
CIO Straight Talk - Issue 7 - Cover4
https://magazine.straighttalkonline.com/hi_tech
https://magazine.straighttalkonline.com/issue12
https://magazine.straighttalkonline.com/assetheavy2020
https://magazine.straighttalkonline.com/lifesciencesandhealthcare2019
https://magazine.straighttalkonline.com/womenintech2
https://magazine.straighttalkonline.com/financialservices2019/
https://magazine.straighttalkonline.com/issue11
https://magazine.straighttalkonline.com/issue10
https://magazine.straighttalkonline.com/issue9
https://magazine.straighttalkonline.com/womeninit
https://magazine.straighttalkonline.com/financialservices
https://magazine.straighttalkonline.com/issue8
https://magazine.straighttalkonline.com/issue7
https://magazine.straighttalkonline.com/issue6
https://magazine.straighttalkonline.com/issue5
https://magazine.straighttalkonline.com/issue4
https://magazine.straighttalkonline.com/issue3
https://magazine.straighttalkonline.com/issue2
https://magazine.straighttalkonline.com/issue1
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