Thirty years ago, people had a bank manager who knew them by name and by circumstance and who had the autonomy to make decisions on an individual basis. However, with the advent of internet banking over the past 25 years, financial institutions have shifted their focus from the individual to the automated. Bank managers have become business managers, decisions are made at a policy level, and exceptions to the rule no longer apply.
If we’re no longer treated on a customer by customer basis, can banks ever be customer-centric?
