8AUGUST 2022CFO TECH OUTLOOKIN MY OPINIONBy Mathew Pearce, Global Head of Performance & Strategy, GB&M Finance, HSBCI am not a technologist. I am a user of technology. I am a stakeholder in the success of the business divisions I support. I have customers. Not the traditional external customers but rather the `internal customer'. Are they treated the same though? Do we ascribe as much focus to the needs and satisfaction of the internal customer as we do the external customer? Certainly, the internal customers are a captive audience. They cannot very well pop next door to use a different supplier; a different Finance department for example. Nothing quite like a monopoly to set expectations low. There is opportunity to be had through applying the same exacting degree of customer excellence to our internal customers. Never more so than when we embark on transformation programs to provide quality Insight & Analysis to our customers through the development of Visualisation tools, as we have done in the Finance team supporting HSBC's investment bank. Here are my reflections. Here on, I shall refer to any initiative of innovation or transformation or like project as `program'."The customer is at the heart of everything we do". Impressive sounding words. Google it. Once you skip past the adverts you will find a plethora of recognisable companies exposing this ambition for their customers. Is it as true though for our internal customers? Usually relegated to being called `stakeholders' or `users', because we could not bring ourselves to calling colleagues `customers', soon they are more a myth than an accessible living, breathing embodiment of whom we are trying to satisfy. `Customer' is such a powerful term. We should be adopting the same terminology and the same approach for all our customers.Storyboarding and mapping of our customers' personas and our customers' journeys are our compass to where we are heading with our program. Our program plan should THE CUSTOMER IS AT THE HEART OF EVERYTHING WE DO?Mathew Pearce
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