How to become a human-centric business

  • August 7, 2017

I wrote an article for BankNXT a couple of years ago about the benefits of having more human touchpoints in banking. It’s nice to see more experts in banking and financial technology talk about this much underrated subject, too.

My friend Duena Blomstrom writes passionately about the emotional side of banking, and how true human-centric banking can only really be achieved through good leadership. But it’s a complex beast, not simply reduced to a few buzzwords and catchphrases. The core of human-centric business does indeed come from leadership, but it’s only part of a larger picture.

In Duena’s latest post (and many other great posts she’s written over the past few years), she discusses the work being done from an emotional/branding point of view. Alas, it’s not enough, and many banks and other financial institutions are finding it hard to see the value in focusing on emotions.

The bottom line is the bottom line, which sometimes tests FIs’ listening skills. Modern banking is a complicated proposition, and technology has presented great challenges, but they’re surmountable. Fintech companies aren’t the only ones delivering interesting innovation that propels the industry further – many traditional banks are doing it too. At the heart of much of this innovation is great use of technology and empathy with the customer.

However, to look at business progress from an isolated position of profit, shareholders and ROI is to miss opportunities to really, truly innovate. I believe those financial institutions that pay more than mere lip service to the zeitgeist that is fintech innovation will prosper in the long run. In so doing, they will be part of the wave of customer-centric leadership that may change the face of banking forever.

(Main image by Honza Hruby,

Get our latest research insights and weekly updates. Sign up now
Cookies on Backbase
We and third-parties use cookies on our website. We use cookies for statistical, preferences and marketing purposes. Google Analytics cookies are anonymized. Your preference can be changed by clicking 'Change options'. By clicking 'Accept' you accept the use of all cookies as described in our privacy-statement.
Necessary cookies help make a website usable by enabling basic functions like page navigation and access to secure areas of the website. The website cannot function properly without these cookies.
Preference cookies enable a website to remember information that changes the way the website behaves or looks, like your preferred language or the region that you are in.
Statistic cookies help website owners to understand how visitors interact with websites by collecting and reporting information anonymously.
Marketing cookies are used to track visitors across websites. The intention is to display ads that are relevant and engaging for the individual user and thereby more valuable for publishers and third party advertisers.