Trends Report

Financial Services Leaders Demonstrate How To Infuse Personalization Across All Customer Touchpoints

September 23rd, 2019

Summary

HDFC Bank and Vitality deliver personalized banner ads, calls to action, and desktop and mobile site content. Monzo uses real-time transaction and location data to deliver contextually relevant experiences for customers traveling abroad via its mobile app. Sberbank makes personalized offers via its ATMs, while Wells Fargo has a built-in personal financial management tool called ATM Cash Tracker. Allstate uses IPsoft’s Amelia whisper agent to drive customer engagement and satisfaction. KeyBank and Morgan Stanley employ advanced analytics to help advisors deliver custom solutions to clients.

Want to read the full report?

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.