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At the heart of a successful bank is a successful customer service organization, as the banking industry is being roiled by a new breed of firms called “challenger banks” that are using digital technology to connect with customers in whole new ways.
Today’s banking industry – like nearly every other industry – is undergoing major change. A new breed of firms, sometimes called “challenger banks,” is questioning the very conventions that have long defined what a bank does and how it operates.
In the middle of the first decade of the twentieth century, when Agile and Lean development methodologies were still nascent, several enterprises built large Centers of Excellence (CoE) dedicated to the new methodologies’ testing requirements.