The newest most important role at banks: the chief customer officer

“Everyone talks about being client-centric,” said Citi Ventures head Vanessa Colella. That may be true, but banks are only now starting to put people in charge of quality control. A number of PwC’s financial services clients have begun making a real shift from just talking about the customer experience to making it a step in some decision making processes. (PwC declined to identify any of them.Read the full article