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Building customer-centric business models in retail banking - podcast

The fourth dimension

Retail banking is on a quest for profitability. Having focussed on shoring up their balance sheets following the financial crisis, the major British banks and building societies are now refocusing their customer strategies to succeed in the changed competitive and regulatory landscape.

In this podcast, produced to accompany our recent Deloitte research report on banks’ business models, Deloitte partners discuss the trend towards service differentiation - in other words targeting high end customers through superior service – rather than the mass market, low cost approach and look at the challenges of wooing wealthy customers who are increasingly sceptical about whether banks have really put their house in order. The podcast explores why achieving multidimensional customer insight is key in the race for profitable customers.

Retail banking is on a quest for profitability. Having focussed on shoring up their balance sheets following the financial crisis, the major British banks and building societies are now refocusing their customer strategies to succeed in the changed competitive and regulatory landscape.

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Contacts

  • Nick Sandall, Managing Partner, Financial Services, UK, 020 7007 1850
  • Andy Whitton, Partner, Information & Technology Risk, 020 7303 7215
  • Tim Walker, Partner, Technology Consulting, 020 7303 7858
  • Seb Cohen, Head of Deloitte Research, Financial Services, UK, 020 7303 2478

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