A former senior trader at Fidelity Investments, Boston-based professional David Donovan serves as executive vice president at Publicis Sapient. Drawing on his career at Fidelity, David Donovan possesses expertise in the strategies that investment banks deploy to integrate their services within new digital platforms. One element of this is customer-centricity, which involves taking the banking service directly to app-connected consumers on devices.

The ideal ecosystem for consumer-centricity integrates technology tools that create a quick and frictionless user experience. Achieving this immediacy and flexibility requires a combination of cloud platforms and advanced data management with artificial intelligence-driven analytics. The result is a set of services that can anticipate customer needs and quickly deliver on transaction requirements in a secure environment.

At the same time, the bank must position its branding to make it stand out to consumers within a crowded marketplace. The clear winners of this strategy, however, are service providers who provide digitally based transactional and investment solutions with the most device accessibility. They provide service at a foundational digital level that consumers are often not aware of, and thus not tempted to change.