Date of Conferral

10-16-2024

Degree

Doctor of Business Administration (D.B.A.)

School

Business Administration

Advisor

Roger Mayer

Abstract

For financial services organizations, the risk of misalignment between technology integration and organizational objectives can result in reduced revenue and potential disruptions to customer relationships. Business leaders in this sector must navigate complex strategic decisions to ensure that technology adoption aligns with their organizational goals while addressing the evolving needs of their customers. Grounded in the technology-organization-environment (TOE) framework and the 7 Ps extended marketing mix theory, the purpose of this qualitative pragmatic inquiry was to explore strategies financial services business leaders use to effectively integrate emerging technologies to increase revenue growth. The participants consisted of seven financial services business leaders in the United States who successfully integrated emerging technologies into their operations. Data were collected through semistructured interviews and supplemented by reviewing media articles and online public records. Through thematic analysis, four key themes were identified: (a) customer-centric strategies, (b) technology integration and innovation, (c) data-driven and analytical strategies, and (d) strategic frameworks and organizational alignment. A key recommendation is for financial services leaders to prioritize customer-centric technology integration, ensuring that innovations align with organizational goals and customer needs. The implications for positive social change include the potential to advance financial inclusion by making financial services more accessible and equitable, particularly for underserved communities.

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