Report

Chart Your Course To Successful Personalization In Banking

Banks Must Align Strategy And Technology To Succeed With Personalization

September 29th, 2021
With contributors:
Oliwia Berdak, Brandon Purcell, Joana de Quintanilha, Jost Hoppermann, Ryan Skinner, Corrado Loreto, Carine Lam, Sam Bartlett

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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