It is the age of the empowered customer. Evolving customer expectations and rapid technological change are continually resetting the rules of business. And while the customer’s mind continues to be the battleground for business, little else is the same. Banking customer journeys are advancing towards the point of primary intent. Banks are building powerful ecosystems to expand their remit from last-mile financing propositions such as home loans or car loans to the full breadth of services in the housing value-chain or the automobile purchase cycle. A successful customer strategy, however, is one where customer centricity of propositions matches the excellence in delivery of those propositions.