In this episode, host Gwen Lafage sits down with Cyril Coste, an expert in digital transformation and customer experience in the banking sector, to discuss the challenges and opportunities banks face in today's digital landscape. They dive into the challenges of integrating new technologies, managing legacy systems, and balancing security concerns with the need for agility and innovation.
Cyril shares insights on how banks approach customer experience improvements and the importance of data-driven decision-making. He emphasizes the role of product owners in pushing for better customer experiences and the need for continuous improvement within organizations. Cyril also highlights the unique challenges banks face in adopting the latest technologies, given their vast customer base and heavy regulation.
The conversation rounds up with a discussion on change management and the importance of understanding customer needs through analytics. Cyril advises product owners to look beyond assumptions and engage directly with analytics teams to get a true understanding of customer journeys.
This candid conversation offers valuable insights for professionals in the banking sector looking to find their way through the digital transformation journey.
