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Beyond the Branch: Customer Journeys in Banking

Les Matheson of Royal Bank of Scotland outlines radical internal changes that helped the company better serve customers in a digital world.


Beyond the Branch: Customer Journeys in Banking

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.


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