Podcast

CX Education 16: Navigating customer experience and banking innovation with Cyril Coste from Digital and Growth

Join Cyril Coste and Gwen Lafage as they dive into digital transformation and customer experience in the banking sector
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About this episode

In this episode, host Gwen Lafage sits down with Cyril Coste, an expert in digital transformation and customer experience in the banking sector, to discuss the challenges and opportunities banks face in today's digital landscape. They dive into the challenges of integrating new technologies, managing legacy systems, and balancing security concerns with the need for agility and innovation. 

Cyril shares insights on how banks approach customer experience improvements and the importance of data-driven decision-making. He emphasizes the role of product owners in pushing for better customer experiences and the need for continuous improvement within organizations. Cyril also highlights the unique challenges banks face in adopting the latest technologies, given their vast customer base and heavy regulation. 

The conversation rounds up with a discussion on change management and the importance of understanding customer needs through analytics. Cyril advises product owners to look beyond assumptions and engage directly with analytics teams to get a true understanding of customer journeys. 

This candid conversation offers valuable insights for professionals in the banking sector looking to find their way through the digital transformation journey. 

Image of Cyril Coste

Guest speaker

Cyril Coste is a recognized authority in digital transformation, leveraging his extensive experience to provide strategic guidance and insights for businesses navigating the digital landscape. Serving as the Digital Transformation Advisor and Founder of Digital And Growth, he has provided his expertise to a broad range of brands, including Ted Baker, Barclays, GSK, Rolls-Royce, and Nivea. His influence also extends globally as he is a part of Huawei's Key Opinion Leader program.
Cyril Coste
Chief Digital Officer
Digital and Growth
Image of Gwen Lafage

Host

Gwen has dedicated her career to building strong brands in London, Paris, San Francisco, and Stockholm. She is a creative, global marketing leader with twenty years of experience in the best advertising agencies working on the world's leading B2C brands before focusing on B2B marketing for tech companies in Silicon Valley and Stockholm.

Gwen is now VP of Brand and Content at one of the fastest-growing tech companies in the world, the Customer Communications Cloud, Sinch.
Gwen Lafage
VP Brand & Content
Sinch

Key insights

  • The complexity of CX in the banking sector 

    Cyril highlights the unique challenges banks face in improving customer experience. He explains that the banking sector has traditionally been slow to adopt new technologies and trends, partly due to the need to develop solutions compatible with various devices, browsers, and operating systems. Additionally, stringent regulations surrounding security, privacy, and GDPR further complicate the process of transforming customer experience in banking. 

  • Change management and technology in banking transformation 

    This episode dives into the importance of change management and technology in transforming the banking sector. Gwen and Cyril discuss the difficulties banks face in adopting new technologies, particularly when dealing with legacy systems. They emphasize that successful transformation requires a combination of the right technology provider and effective change management. 

  • The power of data and analytics in understanding customer needs 

    Cyril Coste recommends that product owners and digital professionals within banks should focus on data and analytics for accurate insights into customer needs. He suggests going directly to the analytics team to understand customer journeys. By using data and educating decision-makers about customer needs, banks can make better choices on how to improve their customer experience. 

Image of girl listening to podcast

Episode highlights

Balancing innovation and security in digital banking 

"Banks need to find the right balance between being innovative and providing a better customer experience while at the same time not jeopardizing the security and the trust that the customers have in them." 

The struggle with legacy systems in banking 

"One of the major challenges that banks face is the need to integrate new technologies while dealing with legacy systems, which are often outdated and slow to adapt to changes." 

The importance of digital maturity in banking transformation 

"Digital maturity is not only about the technology stack; it's about the mindset, the culture, and how the organization is working together. If we want to accelerate the transformation, we need to break the silos." 

Educating decision-makers on customer needs 

"Go, go to your analytics team, ask them to explain the journeys, and you will get a real view. And often it'll be a different view from your boss. It's very important to educate your boss about what the customer really wants, not what they think they want." 

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