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1. The Fourth Dimension:
Building a Customer-Centric organisation
12 September 2011
For information please contact
Neil Tomlinson at Deloitte
ntomlinson@deloitte.co.uk
© 2011 Deloitte MCS Limited. Private and confidential.

2. Synopsis
The financial services marketplace has changed, customer expectations have
changed, and there is an increasing tension between organisations’ strategies and
customers’ actions
Presentation agenda:
• Drivers forcing new thinking and elevating customer experience on the Boardroom Agenda
• Changes in the marketplace over the last 2-3 years
• How providers are rethinking customer strategies
• The tension between organisations’ customer strategies and customer behaviours
• Practical steps to consider in order to drive a greater level of effective customer experience management
© 2011 Deloitte MCS Limited. Private and confidential.

3. An increasing number of complex change drivers are forcing new thinking
Changing market dynamics are forcing banks to intensify competition around
customer experience management (as a way to differentiate)
Market dynamics... ...are constraining growth... ...driving new customer strategies
Banks’ lending
Increased competition opportunities
restricted Increased
cross selling
As capital and
A more modest appetite for risk liquidity issues
remain, income New product More
suites (capital sophisticated
growth is subdued light)
customer
A higher cost of funding segmentation
Fewer non-interest
income
Customer
New regulatory requirements, including Experience
the need greater liquidity and capital opportunities
Management
adequacy e.g IBC/OFT
New
technology Exploiting
Shifting customer expectations, demands Significantly and multi- changes
channel required
and behaviours increased cost of capability under
compliance regulation
Threat from new entrants and the Increased use
evolution of some existing players Customer of social
media and
profitability struggles digital
capabilities
...competition for
profitable customers
intensifies © 2011 Deloitte MCS Limited. Private and confidential.