image article alexandre correia

Living up to customer expectations: a view from Banks CEOs

Today’s banking customers expect more than just good rates and secure services. They also expect a positive experience.

The good news is that most banks have made great progress towards becoming more ‘customer-centric’ over the past few years. In part, this is because many bank CEOs have taken a personal interest in getting closer to their customers. Indeed, according to KPMG’s 2017 Global CEO Outlook, two-thirds of bank CEOs feel personally responsible for representing the best interests of their customers, and 65 percent say they can confidently articulate the customer value proposition.

At the same time, we have seen many of the large banks start to invest significant capital and resources into improving the customer focus of their organisations. They are testing out new technologies that promise to speed transactions and processes, taking steps to align their middle and back-office processes around the customer and developing fintech strategies to improve the customer experience.

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About Femi Oke

Relentless passion for creativity and digital acumen to help a professional services firm thrive in the digital space. Femi is an individual with a rich experience on regional African knowledge, its diverse business culture and he understands the continent’s economic drive. He thrives on selfless service and lasting mutually beneficial relationships with colleagues and especially clients encountered in the course of his duties. He is creative, practical and self-motivated with business judgement in corporate, brand and strategic communications, social, digital & traditional media and executive profiling. Roles in the firm include New Media, Digital Communication, Corporate Communication, executive profiling and Brand Management execution. Working on the multi-million dollar Africa high growth market project stands out for femi; besides this, managing all KPMG’s digital communication for the World Economic Forum on Africa is another project that gives him great delight. Femi holds a Masters Degree in Global Marketing from the University of Liverpool.


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