Best Practice Report

Banks Should Personalize Across The Lifecycle And On All Touchpoints

Personalization Is About Deepening Customer Engagement

December 1st, 2021
With contributors:
Oliwia Berdak , Rusty Warner , Ryan Skinner , Carine Lam , Marissa Fritz

Summary

Many banks are taking a narrow approach to personalization. Digitally empowered customers are now seeking and expecting better, more relevant experiences, but product-oriented strategies handicap most banks. This report explains how banks can deliver superior customer experiences to drive loyalty; promote customers’ financial well-being by broadening personalization beyond the next best product, offer, and action; and provide the next best experiences (NBXes) across the lifecycle and on all touchpoints.

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