Overview Grupo Financiero Banorte calls itself “The Strong Bank of Mexico” for a good reason. After years of mergers and acquisitions, the 100-year-old company holds fifth place among Mexico’s financial institutions in total assets. It has 10,000 employees, nearly 1,200 branches, and competes successfully against multina- tional consortiums. But last year, a new acquisition revealed a seri- ous IT problem: Branch bank employees did not h

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