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Meeting Consumer Demand for Greater Sustainability

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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?

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