I often hear the lament from bankers that their business is designed around products, rather than customers.
They have been built upon product silo’s, where customer consistency of experience and interaction falls through cracks.
As you look at processes, the hand-off between a customer with a deposit account to their mortgage account, their cards, their loans, their savings, their investments and so on are all segregated, separated and difficult.
Why is this?
What is the reason why any company would organise around product rather than customer?
Well, according ot an article I stumbled across recently (thanks to @tomgroenfeldt), it’s all McKinsey’s fault.