KEENE, N.H.--(BUSINESS WIRE)--Kennedy Consulting Research & Advisory, the leader in market analysis on the consulting profession, announces the publication of a new research report, Consulting to the Banking Industry: The Customer Experience.
This year, as the dust has begun to settle from the economic crisis of 2009-2013, a new rising driver of consulting spend in banks is how to improve the customer experience.
"Empowered by new technologies and infuriated by the failures of banks during the crisis, customers are switching banks in record numbers," according to Tomek Jankowski, Kennedy Senior Analyst and Lead for Financial Services Consulting Research and Gabe Walle, Kennedy Industry Analyst, Financial Services Consulting Research . "To add to the confusion (and cost) for banks, there is growing variety in customer segments and how each wants to interact with its bank."
This new customer-centric environment is creating an abundance of consulting opportunities across the globe. The spectrum of service capabilities for firms range from broad, top-of-the-house support with strategy, brand, and reputation, to both wide and targeted technology solutions, to expertise in organizational efficiency and change, down to channel management and employee training.
The Kennedy Vanguard™ of the Customer Experience in Banking Consulting Providers, a qualitative assessment featured in Consulting to the Banking Industry: The Customer Experience, identifies and profiles the 15 strongest banking consultancies, assessed on relative breadth and depth of their capabilities within the overall service area, detailing their key service strengths and weaknesses, and each firm's focus.
The Vanguard™ also provides Capability Maps illustrating each practice’s standing with respect to banking industry consulting across the following key areas:
- Analytics/Customer Segmentation
- Brand/Reputation Management
- Call Centers
- Channel/Distribution Management
- CRM/IT Architecture/Cloud
- Customer Advocacy/Complaints Management
- Customer Strategy
- Digital
- Mobile
- Operations Improvement/Excellence
- HR/Compensation/Change Management
- Outsourcing/Hosting
- Regulatory Management/Compliance
- Research & Benchmarking
- Marketing & Sales
- Simplification/Complexity Management
- Social Media
In addition, Consulting to the Banking Industry analyzes market engagement trends and factors affecting growth for services in banking industry consulting. This section also covers key topical issues concerning consulting to the customer experience in banking: bank vs. customer view, single view of the customer, complaint management, what other industries are doing in this space, data & analytics, change management, regulatory impact, and the future of banking.
Client spending trends and forecasts are also included, detailing the size of the banking industry consulting market and its projected growth. This section slices the market by banking consulting subsector, service line, and key geographic region, and includes valuable data on current challenges and timely growth opportunities.
Fifteen top bank consulting firms are featured and profiled in the report: Accenture, Bain & Company, The Boston Consulting Group, Capco, Carlisle & Gallagher Consulting Group, Cognizant, Deloitte, EY, KPMG, McKinsey & Company, PA Consulting, Point B, Prophet, PwC and Siegel+Gale.
In addition, 27 bank consulting providers are examined for their services capabilities, including: Adam Consulting Group, ath Power Consulting, BearingPoint, Blue Space Consulting, BSG, Cape Consulting, Capgemini, CCG-Catalyst, Customer Focus Consulting, DD&F, DMI, Inc., Epsilon, Fifth Quadrant, Galleon Blue, Grant Thornton, Greenwich Associates, Hitachi Consulting, IBM, Kurt Salmon, Mercer, North Highland, Peppers & Rogers, Roland Berger, Rosetta, SNG Consulting, Strativity and West Monroe Partners.
For more information on Kennedy’s Consulting to the Banking Industry: The Customer Experience, call 888.259.1500 (+1.603.357 8102) or go to http://www.kennedyinfo.com/consulting/research/banking-customer-experience.
About Kennedy Consulting Research & Advisory
A Bloomberg BNA Business
Founded in 1970, Kennedy Consulting Research & Advisory provides accurate and reliable market sizing and forecasts on consulting services world-wide, needs-analysis and vendor profiling for buyers of consulting services, timely and insightful intelligence on the top consulting firms in their respective markets, and operational benchmarks that measure consulting performance.
Kennedy's research spans multiple service areas, client vertical industries, and geographies. Our analysts provide expert commentary at consulting industry events world-wide, and offer custom research for Management Consulting and IT Services firms.
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