Chart Your Course Report

Chart Your Course To Successful Personalization In Banking

Banks Must Align Strategy And Technology To Succeed With Personalization

September 29th, 2021
Aurelie L'Hostis, Principal Analyst
Aurelie L'Hostis Principal Analyst
Rusty Warner, VP, Principal Analyst
Rusty Warner VP, Principal Analyst
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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