Danske Bank: Improving End to End Processes From A Customer Perspective

“To a bank, for something simple like a mortgage, the customer comes in and wants a mortgage,” observes Jarkko Vuorikoski, First Vice President at Danske Bank. “But actually, there’s no customer who wants a mortgage. They want to buy a home.” In this interview, Vuorikoski explains how the bank is using that insight to improve end to end processes from the customer’s perspective, the challenges of building a business case for change and ways of overcoming the roadblocks along the way. P...
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