EPISODE 2 :
A shift in the centre of gravity:
from IT to customers
The IT service is at the top of the organisation and on it depends all else, including customer relationship.
The organisation's centre of gravity is the customer; marketing and business department are therefore the pivotal services. The technology, from the outset, have been designed to adapt to new demands.
The new banks will listen to their customers, and design products for which the latter have expressed a need, as opposed to the CBS where the products are designed by the IT department and pushed onto the customers by the account managers. This is the first fundamental change in the banking industry, brought about by new technologies.
Next episode: 100% Automation
To be continued...