Trends Report

Personalized, Contextually Relevant Mobile Banking Is Finally Here

January 7th, 2021
Alyson Clarke, Principal Analyst
Alyson Clarke Principal Analyst
With contributors:
David Hoffman , Paul-Julien Giraud

Summary

Digital banking execs: Contextually relevant mobile banking apps provide the ideal opportunity for you to use personal information to engage with your customers more deeply — provided you’ve got their consent. We share leading examples to show you how. Most banks still take a one-size-fits-all approach to mobile banking, which is surprising given that mobile banking apps are a secure, authenticated experience with a known customer. Leading banks like Bank of America, CommBank, Emirates NBD, Sberbank, and USAA are starting to roll out personalized and contextually relevant mobile banking experiences that deliver on customer value, not just short-term sales goals. Great personalization taps into customer context to understand customer needs, guiding customers to more desired and profitable customer journeys. Read Financial Services Firms Should Personalize Across The Lifecycle And On All Touchpoints and Financial Services Firms Need To Rethink Personalization to learn more or schedule an inquiry for more information.

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