How to become a digital leader

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This single page draws together some of the key headlines, across multiple publications from the three year joint research program between Capgemini Consulting and the MIT Centre for Digital Business. It provides a single page reference of the common patterns the world's leading digital companies, the 'Digirati', apply to get value from digital transformation. Click download to get a high resolution version of this graphic. Credits; Graphics; Glenn Stephenson; http://bit.ly/glenn-design Content; joint Capgemini - MIT research, compiled by Paula Calvo Lopez (twitter.com/PaulaCalvoLopez) and Ben Gilchriest (twitter.com/BenGilchriest).

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Content: Paula Calvo Lopez,Ben Gilchriest - Illustration: glennstephensondesign.tumblr.com

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With the proliferation of technology, banking customers are living in a connected world with their experience from other industries influencing their expectations from their financial services provider. This has led to an evolving customer-bank relationship necessitating banks to be more customer-centric by embedding themselves in customers’ lives to meet rising customer experience expectations. However, banks have been facing challenges in meeting customer expectations, as they are troubled with legacy challenges both in terms of technology and culture. This document aims to understand and analyze the trends in the banking industry that are expected to drive the dynamics of the banking ecosystem in the near future.

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Although money is being poured into the online experience the physical retail store remains an important channel in the experience for customers. However, a disparity is emerging between the expectations customers have and the investment retailers are making. While retailers believe enough is being done to re-imagine the physical store experience, customers disagree. In this paper we explore the disparity and what to do about it.

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