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Driving Value in Banking through Customer Experience Transformation

Join us on Thursday, December 12 at 12pm CET for an interactive webinar on customer experience

Throughout history, the ways customers experience and interact with businesses have constantly evolved. However, due to digitalization, customer habits have changed drastically over a short period of time and customers are more demanding than ever. Additionally, new digital players are entering the retail banking market with customer-centric offerings.

Our experience tells us that many incumbent banks struggle to meet customer expectations and consequently fall behind on customer loyalty and acquisition. Therefore, we believe that the European banking sector has potential to further drive value by transforming customer experience and building true customer-centric capabilities and culture.

Led by McKinsey experts Uwe Stegemann, Ralph Breuer, and Andreas Giese, this interactive webinar will demonstrate why it is necessary for banks to address customer expectations and show what the value an experience transformation can have.

Webinar attendees will discuss the following:

  • The concept of Customer Experience and Customer Centricity
  • The tangible value that can be driven by improvements in Customer Satisfaction
  • Success stories and ‘what it takes’ to drive a successful Customer Experience transformation

We are looking forward to sharing our insights with you.

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About the presenters

Senior Partner, Cologne

Uwe Stegemann

Uwe leads of McKinsey & Company’s enterprise risk management work globally and a co-leads the firm's Financial Services Practice in Europe. He works with clients in a broad range of industries, with a focus on advising financial and industrial companies on compliance and risk-management issues.
Partner, Cologne

Ralph Breuer

Ralph leads McKinsey Implementation for marketing and sales in Europe, the Middle East, and Africa (EMEA), and our customer-experience (CX) solutions work in EMEA. His deep expertise in commercial transformation and customer experience includes end-to-end change programs from concept to full implementation, CX measurement systems, and CX software. Ralph currently focuses on serving contract-based industries, such as insurance and banking, in conjunction with his work in other industries.
Engagement Manager, Dusseldorf

Andreas Giese