Customer's perception is becoming more crucial for the banks to maintain their market shares, profitability and customer's loyalty under highly competitive market conditions. This paper studies the dimensions of customer's perception of the overall banking industry in Croatia, focusing on...

Prologue. The magic of connected strategy -- The connected strategy framework -- Part I. The rewards of connected strategies: Breaking the trade-off between superior customer experience and lowering costs -- Workshop 1: Using connectivity to provide superior customer experiences at lower costs...