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Beyond the Branch: Customer Journeys in Banking
Les Matheson of Royal Bank of Scotland outlines radical internal changes that helped the company better serve customers in a digital world.
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Digital adoption isn’t always easy for banking customers—even Royal Bank of Scotland CEO Les Matheson had to help his mother transition to mobile banking after her local branch closed. To create simpler and more intuitive digital experiences, Les shares how the bank shifted its operating model from products to the customer journey.
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First published in Μάρτιος 2020