Caja Navarra CEO Enrique Goni: 'Banks Must Treat Customers as Citizens'
Episode Description
Banks have had a difficult time in the recent global economic crisis. Not only have some closed shop and others have had to be bailed out by governments, but also their image has taken a bad beating. This will have serious consequences in the long term, many analysts say. The way forward is to empower the bank customer, says Enrique Goni, CEO of Caja Navarra, a savings bank in Spain, in this conversation with Wharton management professor Mauro F. Guillen.
Brief Summary
Enrique G discusses banking challenges, mobile technology, and rebuilding trust with customers through transparency and participation.
Key points
- Challenges Facing the Banking Sector. Enrique G discusses the top challenges banks face today, including capital and technology.
- The Importance of Mobile Banking. Mobile banking is reshaping the banking landscape, enhancing efficiency and profitability.
- Rebuilding Customer Confidence. Mr. G emphasizes the need for transparency and customer participation to regain trust.
- Trust and Strategy. A discussion on the importance of belief in strategies for personal and societal benefit.
- Gratitude and Farewell. Closing remarks filled with appreciation and well wishes.
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Episode highlights
- Challenges Facing the Banking SectorEnrique G discusses the top challenges banks face today, including capital and technology.“What are the main challenges that the banking sector is facing nowadays?”0:56Dec 17, 2012
- The Importance of Mobile BankingMobile banking is reshaping the banking landscape, enhancing efficiency and profitability.“Mobile Banking is going to make Banks more profitable.”4:42Dec 17, 2012
- Rebuilding Customer ConfidenceMr. G emphasizes the need for transparency and customer participation to regain trust.“The crisis of confidence is a crisis of transparency.”11:38Dec 17, 2012
- Trust and StrategyA discussion on the importance of belief in strategies for personal and societal benefit.“You need to believe in this.”27:56Dec 17, 2012
- Gratitude and FarewellClosing remarks filled with appreciation and well wishes.“Thank you so much for being with us.”28:17Dec 17, 2012
Tension
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