Most banks lack a customer centricity hub where people are thinking about the customer experience.

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To succeed, it takes a culture of customer centricity and the ability to recognize new opportunities and adapt based on what they present.

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This customer-centricity is at the heart of alignment, and must become the focus of this change effort.

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Back to basics: Objective number one for the CCO is customer-centricity.

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Along with some compelling anecdotes and explorations of business strategy and customer-centricity, Nelson also crams lots of intriguing details into his piece that serve as powerful reminders that the distinction between the worlds of offline and online are not only blurring but have been obliterated.

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