Streamlining from five systems to one
National Savings and Investments (NS&I) is one of the largest savings institutions in the United Kingdom, with 25 million customers and over £100 billion invested. NS&I’s primary, long-term strategic objective is to provide the British government with retail finance that is more cost-effective than raising funds on the wholesale market...
There are cracks in the product-centric approach. Globalization and technology-enabled product development, delivery, and information flow have led to commoditization, saturation and the rise of smart customers. As a result, many businesses are turning to a more customer-centric approach. But what does that mean? And what makes a company customer-centric?