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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.
Breaking the Bank: RBS Remakes Retail Operations Around Customer Loyalty
After nearly going bust, the bank has regained stability and growth by following the customer lodestar.
First published in mars 2020