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For eBusiness & Channel Strategy Professionals

Financial Services Firms Should Personalize Across The Lifecycle And On All Touchpoints

Personalization Is About Deepening Customer Engagement

September 26, 2019


Why Read This Report

Most financial services companies are taking a narrow approach to personalization. Digitally empowered customers are seeking and expecting better, more relevant experiences, but product-oriented strategies handicap most banks and insurers. This report explains how financial services firms can drive customer engagement and loyalty by broadening personalization beyond the next product sale and personalizing experiences across the lifecycle and on all touchpoints.

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Table of Contents

  • Financial Firms Are Too Quick To Check The Box On Personalization
  • Personalization Should Deliver Customer Value, Not Just Product Sales
  • Recommendations

  • Adopt A Customer-Outcome-Focused Mindset
  • Supplemental Material
  • Related Research Documents

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