--- title: Customer-Centric Digital Transformation description: To execute a customer-centric digital transformation strategy, you need a single view of the customer that can be leveraged by every channel so that regardless of how the customer interacts with your image: https://resource.nexj.com/hubfs/Customer-Centric_Digital_Transformation-768x367.png --- [![nexj-white-blue](https://resource.nexj.com/hs-fs/hubfs/nexj-white-blue.png?width=140&name=nexj-white-blue.png "nexj-white-blue")](https://www.nexj.com) [Back to Corporate Website](https://www.nexj.com/) [TOPIC // Insurance](https://resource.nexj.com/blog/tag/insurance) # Customer-Centric Digital Transformation - - - For some, it’s about reducing costs by modernizing the back office.  For others, it’s about leveraging disruptors within their enterprise.  For NexJ, it’s all about the customer.In the age of the customer, the customer is in control of their journey.  They dictate how and when they will interact with the firm.   This means that firms need to open up new channels and services to their customers like modern mobile apps or chatbots. Customers are also used to immediate feedback and are becoming more and more impatient.  Firms must react by streamlining the experience, which can start with the automation of customer processes such as onboarding.  But, to provide exceptional customer service, streamlining should extend deeper into analytics and AI that provide not only insight but recommended actions such as proactive decision making and next best offers from customer journey prediction. ![Digital Transformation CRM](https://resource.nexj.com/hs-fs/hubfs/Imported_Blog_Media/digital-transformation-crm.png?width=719&height=491&name=digital-transformation-crm.png) It all starts with the customer at the center who wants to interact with your firm with the channel of their choice such as a mobile app, web portal, chatbot, call center, or even a brick and mortar branch. All of these channels need to have access to the same customer information and the same set of running customer processes.  Customers should be able to start any process on one channel and complete it on another.  For example, customers want the option to start an onboarding process on the web, continue it with a call center, and finish it with an advisor. If a customer chooses to talk to a banker or a call center, a single integrated desktop is needed to deliver a complete view of the customer and serve as the launching point for any customer service process.  The integrated desktop removes the need for advisors and bankers to switch between applications, allowing them to spend more time with the customers and less time with the technology. Finally, to execute a customer-centric digital transformation strategy, you need a single view of the customer that can be leveraged by every channel so that regardless of how the customer interacts with your firm, you know who they are and what they have done.  Your firm likely has customer data islands; disconnected information about customers located within regions, lines of business, and out of date systems.  You must link all of this data together into a consistent view.  This can be daunting if it implies replacing or modernizing all of these systems and forcing all of the business units to change their processes.  A better way would be to leave these resources alone and simply leverage the data in a new enterprise view of the customer that can be used to drive the firm-wide customer experience. Leaving the data islands alone also means that you don’t need a single massive single delivery or big bang.  Your firm can choose an incremental agile approach that aligns on prioritized customer processes and focuses on their necessary customer elements and optimization techniques like robotic process automation.  You can get parts of the solution to the market faster with observable outcomes and measurable results.  The massive single delivery becomes a series of continuously evolving streams of improvement. NexJ solutions work together to implement customer-centric digital transformation: - [NexJ CRM](https://www.nexj.com/products-solutions/customer-relationship-management-crm/) enables bankers and advisors to know their customers better by providing a complete view of the customer across all integrated data sources. It also encourages collaboration across product lines and regions to not only improve customer service but also gain a greater share of wallet. The desktop binds together all of the applications that bankers and advisors need to interact with the customer and improve the customer experience. - NexJ CPM digitizes workflows and exposes them across channels. Productivity increases as the system streamlines forms by reducing errors and hiding forms and questions that are not needed.  Customers are more satisfied as they can choose how and when they will interact with the bank. - NexJ CDM harmonizes the data islands, allowing local regions and product lines to keep their existing processes, but exposing a complete enterprise wide view of the customers to the people and channels that need it. NexJ CDM also feeds a consistent view of the customer to all of the analytics models, reducing the cost and increasing accuracy.  The end results are better insight and recommended actions that are delivered back to every channel.  For example, if an advisor is having coffee with a customer, he will see the same next best product on his smartphone as the customer will see on the website. A customer-centric digital transformation strategy requires the harnessing of customer data across the enterprise, the implementation of customer-centric processes across channels, and an easy-to-use advisor and banker desktop for front office workers.  Are you executing on a strategy like this?  We’d love to hear about your challenges and solutions.  Leave your comments in the section below or send me an [email](mailto:adam.edmonds@nexj.com?subject=Digital%20Transformation%20Blog). **Tags:** [Insurance](https://resource.nexj.com/blog/tag/insurance), [Corporate Banking](https://resource.nexj.com/blog/tag/corporate-banking), [Commercial Banking](https://resource.nexj.com/blog/tag/commercial-banking), [Capital Markets](https://resource.nexj.com/blog/tag/capital-markets), [Wealth Management](https://resource.nexj.com/blog/tag/wealth-management), [Private Banking](https://resource.nexj.com/blog/tag/private-banking) Share: - - - PREVIOUS POST [Chatbots, Robotics and Business Process Management - oh my!](https://resource.nexj.com/blog/2017/02/22/chatbots-robotics-and-business-process-management-oh-my) [![](https://cdn2.hubspot.net/hubfs/5152923/Creative_Theme/image/chevron.png)](https://resource.nexj.com/blog) Next Post [CDM Enables Cost-Effective and Agile Data Mastering](https://resource.nexj.com/blog/2017/02/27/cdm-enables-cost-effective-and-agile-data-mastering) Content Title Description ### Don't Miss Out Subscribe Today! ### Search Our Blog ### Categories - [Advisors (15)](https://resource.nexj.com/blog/tag/advisors) - [Artificial Intelligence (40)](https://resource.nexj.com/blog/tag/artificial-intelligence) - [Capital Markets (54)](https://resource.nexj.com/blog/tag/capital-markets) - [client engagement (3)](https://resource.nexj.com/blog/tag/client-engagement) - [client lifecycle management (1)](https://resource.nexj.com/blog/tag/client-lifecycle-management) - [client-focused reforms (1)](https://resource.nexj.com/blog/tag/client-focused-reforms) - [clm (1)](https://resource.nexj.com/blog/tag/clm) - [Commercial Banking (62)](https://resource.nexj.com/blog/tag/commercial-banking) - [Company News (3)](https://resource.nexj.com/blog/tag/company-news) - [Corporate Banking (65)](https://resource.nexj.com/blog/tag/corporate-banking) - [CRM (33)](https://resource.nexj.com/blog/tag/crm) - [Financial Services (1)](https://resource.nexj.com/blog/tag/financial-services) - [Gartner (1)](https://resource.nexj.com/blog/tag/gartner) - [IAD (11)](https://resource.nexj.com/blog/tag/iad) - [IBM (2)](https://resource.nexj.com/blog/tag/ibm) - [Increase Customer Loyalty (4)](https://resource.nexj.com/blog/tag/increase-customer-loyalty) - [Insurance (24)](https://resource.nexj.com/blog/tag/insurance) - [integrated advisor desktop (1)](https://resource.nexj.com/blog/tag/integrated-advisor-desktop) - [integration (3)](https://resource.nexj.com/blog/tag/integration) - [Optimize Processes (35)](https://resource.nexj.com/blog/tag/optimize-processes) - [Private Banking (60)](https://resource.nexj.com/blog/tag/private-banking) - [Retain Top Talent (1)](https://resource.nexj.com/blog/tag/retain-top-talent) - [robo-advisors (1)](https://resource.nexj.com/blog/tag/robo-advisors) - [Salesforce (1)](https://resource.nexj.com/blog/tag/salesforce) - [User Adoption (14)](https://resource.nexj.com/blog/tag/user-adoption) - [vertical cloud (2)](https://resource.nexj.com/blog/tag/vertical-cloud) - [Wealth Management (118)](https://resource.nexj.com/blog/tag/wealth-management) See all ### Popular Posts [The Dashboard for Everything a Financial Advisor Does: A Closer Look at NexJ’s Advisor Dashboard](https://resource.nexj.com/blog/the-dashboard-for-everything-a-financial-advisor-does-a-closer-look-at-nexjs-advisor-dashboard) [NexJ Systems Inc.](https://resource.nexj.com/blog/author/superadminsystems9) - Mar 25, 2022 [How Important Is A Concierge Service In Private Banking? 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They get it. They know it really, really well. And yet, considering we are in the business of Customer Relationship Management, I sometimes can’t help but question what this means. [Read Post](https://resource.nexj.com/blog/how-your-crm-manages-relationship-hierarchy-can-define-how-well-you-know-your-customers) - - - ## [Here’s How Leveraging Client Information Can Help You Become The Banker of Choice](https://resource.nexj.com/blog/2020/03/05/heres-how-leveraging-client-information-can-help-you-become-the-banker-of-choice) **Innovation and a global approach** [Read Post](https://resource.nexj.com/blog/2020/03/05/heres-how-leveraging-client-information-can-help-you-become-the-banker-of-choice) - - - ## [When It Comes To CRM, User Adoption Is Always A Challenge. Here's How One Of Our Biggest Clients Pulled It Off](https://resource.nexj.com/blog/2020/02/28/when-it-comes-to-crm-user-adoption-is-always-a-challenge-heres-how-one-of-our-biggest-clients-pulled-it-off) You may have the best possible CRM solution on the market, a deep vertical award-winning software geared to meet your every need. What you will always struggle with is poor [user ](https://www.nexj.com/industry-solutions/topics/user-adoption-for-financial-services-crm/)adoption. [Read Post](https://resource.nexj.com/blog/2020/02/28/when-it-comes-to-crm-user-adoption-is-always-a-challenge-heres-how-one-of-our-biggest-clients-pulled-it-off) Stay Informed ## subscribe **today** ![16](https://cdn2.hubspot.net/hub/5152923/hubfs/HP_Theme/images/16.jpg?width=3953&name=16.jpg "16") ![nexj-white](https://resource.nexj.com/hs-fs/hubfs/nexj-white.png?width=90&name=nexj-white.png "nexj-white") NexJ Systems, the pioneer of Intelligent Customer Management, is the trusted partner for CRM products by global financial services institutions due to their deep domain expertise, next-generation technology, strategic investment in innovation, and strong commitment to customer success. ## Industry Solutions - [CRM for Wealth Management](https://www.nexj.com/industry-solutions/wealth-management/) - [CRM for Private Banking](https://www.nexj.com/industry-solutions/private-banking/) - [CRM for Sales, Trading & Research](https://www.nexj.com/industry-solutions/sales-trading-and-research/) - [CRM for Commercial Banking](https://www.nexj.com/industry-solutions/commercial-banking/) - [CRM for Corporate Banking](https://www.nexj.com/industry-solutions/corporate-banking/) - [CRM for Insurance](https://www.nexj.com/industry-solutions/insurance/) ## Our Company - [About Us](https://www.nexj.com/company/about-nexj-systems/) - [Investor Relations](https://www.nexj.com/company/investor-relations/) - [Analyst Coverage](https://www.nexj.com/company/analyst-coverage/) - [Leadership](https://www.nexj.com/company/management-team-board-members/) - [Partners](https://www.nexj.com/company/partner-program/) - [Press Room](https://www.nexj.com/company/press-room/) ## Resource Center - [White Papers](https://www.nexj.com/resources/white-paper/) - [Analyst Reports](https://www.nexj.com/resources/industry-analyst-reports/) - [Brochures](https://www.nexj.com/resources/brochure/) - [Case Studies](https://www.nexj.com/resources/case-studies/) - [Videos](https://www.nexj.com/resources/video/) - [Webinars](https://www.nexj.com/resources/webinar/) ## Contact us [Info@nexj.com](mailto:Info@nexj.com) NexJ Systems Inc. 10 York Mills Road, Suite 700 Toronto, Ontario M2P 2G4 Canada P: +1 (416) 222-5611 F: +1 (416) 222-8623 - [Facebook](http://www.facebook.com) - [Twitter](http://www.twitter.com) - [Linkedin](http://www.linkedin.com) - [YouTube](https://www.youtube.com/user/nexjsystems/) #### Related CRM Topics for the Finance & Insurance Industry - [BPM Software](https://www.nexj.com/industry-solutions/topics/business-process-management-bpm-software/) - [Client Lifecycle Management](https://www.nexj.com/industry-solutions/topics/client-lifecycle-management/) - [Contact Centre CRM](https://www.nexj.com/industry-solutions/topics/contact-centre-crm-software/) - [Digital Engagement](https://www.nexj.com/industry-solutions/topics/digital-engagement/) - [Financial Advisor CRM](https://www.nexj.com/industry-solutions/topics/crm-for-financial-advisors/) - [Financial Services CRM](https://www.nexj.com/industry-solutions/topics/crm-for-financial-services/) - [Intelligent Customer Management](https://www.nexj.com/industry-solutions/intelligent-customer-management/) - [MiFID II Compliance](https://www.nexj.com/industry-solutions/topics/mifid-ii-compliance-for-wealth-management-and-private-banking/) - [Suitability & Appropriateness](https://www.nexj.com/industry-solutions/topics/suitability-and-appropriateness/) - [User Adoption for CRM](https://www.nexj.com/industry-solutions/topics/user-adoption-for-financial-services-crm/) Copyright © 2026 NexJ Systems Inc. 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