Abstract
Banks, once a stable industry, are increasingly facing fierce competition, volatile markets and changing customer needs and expectations. To successfully operate in such competitive and uncertain market conditions, they need to develop agile operations that quickly detect and respond to market changes. In this paper, we present an explorative case study on how a large European bank (EuroBank) develops its customer agility. The findings show that customer agility requires dynamic capabilities that combine ICT capabilities and organizational routines in harmonious and active ways. Based on the dynamic capabilities approach and the case data analysis, we develop a Customer Agility Capabilities (CAC) framework. It depicts the dynamic capabilities, with their alignment, that are necessary for achieving customer agility and the associated operational agility.
Recommended Citation
Hallikainen, Petri; Merisalo-Rantanen, Hilkka; and Elbanna, Amany, "Customer Agility Capabilities at EuroBank: The Role of ICT and Organizational Routines" (2017). ACIS 2017 Proceedings. 12.
https://aisel.aisnet.org/acis2017/12