466) Are You Listening to the Right Customers? Rethinking Physical Presence in the Age of AI
Banking on Digital Growth
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Navigating the Innovator's Dilemma in Financial Institutions
This chapter explores the challenges financial institutions encounter due to the innovator's dilemma, particularly in the context of AI's impact on their operations. It emphasizes the importance of understanding customer needs and encourages financial entities to adopt an external perspective while providing actionable strategies for growth.
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