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HFS Report: Banks must embrace customer-centric transformation

As disruptors move in and competition heats up, traditional banks must create simple and transparent customer experiences that permeate all aspects of their offering portfolio. By using design-led digital transformation, and leaning on partners with a combination of industry and design expertise, banking institutions can shift away from yesterday’s legacy businesses to compete and thrive in today’s digital marketplace.

This article from analyst firm HfS discusses how Genpact helped its client, a major US bank, remain competitive by researching and diagnosing core needs and gaps, providing strategy recommendations and creating thoughtful, authentic, high-quality digital solutions. Leveraging Genpact’s end-to-end design-centered digital transformation approach, the team also helped the bank thoroughly understand customer needs and motivations.


Banks must embrace customer-centric transformation to remain competitive