Summary
Banks need a customer-led strategy to govern cross-functional personalization efforts and to determine the right technology investments. This report provides banks with a range of tools that will help them chart their course to successful personalization by: 1) aligning strategy and technology; 2) mapping and prioritizing customer outcomes that will drive business objectives; and 3) collaborating cross-functionally to coordinate technology investments. It includes requisite technology investment and governance concepts to help banks build a personalization architecture based on systems of insight and engagement, along with a downloadable framework to prioritize customer use cases.
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