Bruce Tempkin opened the conference with a great speech, telling Banks to get rid of the siloes.  Not the usual organisational siloes though. He talked of siloes in marketing, products, channels, everything in terms of how we talk to customers.

Key change drivers:

• changing customer needs
• intense competition
• new capabilities

Solutions were listed, and generally were all tied to listening and thinking about the customer. His watchword was “help customers make good decisions”. 

The opposite to siloes is responsiveness.  Social computing comes up a lot, as a means to responsiveness.  Thats as much detail as I will post publicly.  Good stuff!

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