IBM on the customer-centric model

Mike Hobday, banking practice leader, IBM Global Business Services, UK and Ireland, talks to Finextra about the challenges banks face when creating a customer-centric business model. While banks “have been talking about this for a long time,” Hobday argues that now is the time when banks will truly shift their operational model en masse, especially as non-bank competitors like PayPal and Google continue to make additional inroads into financial services.