Meet your Frankenstein customer

How stitched-together customer, client and policyholder identities undermine BFSI decisions—and why customer truth must come first.

You believe you know your customer, with years of account, policy, claims, KYC, product and interaction data. On paper, the picture looks complete. But completeness is not the same as customer truth.

Many BFSI organizations are not working with a single customer at all.

They are working with stitched-together identities created across different systems and at different times: a retail banking customer, a commercial client, a policyholder or an advised investor.