SOA filling the Gaps

Few years ago I discussed the issue of Banking Channels and Customer Centric in a post titled: The Marriage of Customer Centric and Multi-Channel . I argued that Customer Centric Bank It services should enable use of the preferred Channel or mixed Channels by each customer. It looked like more valuable customers preferred Self Service Channels, mainly the Internet Channel.   A year ago, I wrote another post: Is Mobile Banking a unique Channel? The bottom line was: It is not yes a unique Channel, however, it is enhancing the trend for usage of Self Service Channels.  Guess what, more valuable bank's customers prefer this Channel.   Recently, I read Business Insider 's article titled: Digital lenders have a 1 trillion opportunity - this sidedeck has everything you want to know about them . The article is based upon a research published by Autonomous Research . Autonomous Research is a financial specialist research company. The research notes t...

Ten years ago, many enterprises declare that they moved from Product Centric Enterprise to Customer Centric Enterprise. However, many of them remain Product Centric or transformed themselves to other Enterprise type. The new enterprise could be anything, but surely not Customer Centric. One of the main obstacles towards Customer Centric was lack of understanding of the dependency of Customer Centric approach on Multi-Channel Architecture. Multi-Channel and the Customer If you are Customer Centric, than a customer should be free to choose his/her preferred Channel. The conclusion above is obvious to say, but not always easy to execute.  Less obvious, is the conclusions you can derive from the customer's choice. For example, a Bank customer preferring the  Internet   channel provided more  value than a customer who preffers the Branch Channel.  This conclusion is supported by internal data of successful banks in Europe and USA dated about 10 years a...