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Meeting Consumer Demand for Greater Sustainability

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Allocate at least 15%

Invest in the human side

Appoint and empower

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What do banking executives know about how customer expectations
Beyond NPS metrics, how does the bank measure customer satisfaction? Who within the bank has access to this data?
How much transformation budget is allocated to customer-centric initiatives?
Does the bank have the right skills and culture for customer-centric transformation?
Does the bank have a chief customer officer? Does this role influence senior management and transformation plans?