Summary
When Intesa Sanpaolo embarked on its digital business transformation program in 2014, it recognized the need to systematically look through the customer lens to deliver great customer experiences. It also knew it would have to digitize the very core of its business to drive long-term change. This case study outlines how the bank executed its strategy, starting with an overhaul of its digital banking platforms, and how that led to a wider operational transformation of the organization.
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