Ebook
How to Build Personalized Digital Banking Experiences
When it comes to digital banking experience standards, customer expectations have surpassed at-a-glance transactions on a mobile banking app. In this ebook you’ll find how to achieve customer satisfaction by providing a seamless digital banking experience across all of your channels!
- Digital banking is here to stay. Over the next five years, 34.2% of people worldwide will have a digital bank account, up from 18.7% in 2022. This necessitates a new way to interact with customers, who now expect the same experience via a mobile app that they might get from an in-person visit to their local branch. But how do you build trust in a digital environment?
- Banking customers want to be valued like clients — not numbers on a sales quota. 41% of respondents to a JP Morgan survey wished their financial institution provided a more personalized customer experience to help them achieve their financial wellness goals.
- Customer service representatives (CSRs) want to be well-informed. Our commissioned research shows that employees spend 3.6 hours a day searching for information to do their jobs. A unified platform serves not only customers; it can also help relieve your CSRs from tedious information sifting.
- Intelligent search is a natural starting point for delivering personalization across digital channels — but this requires access to up-to-date and relevant data. However, you don't have to rip and replace legacy systems to achieve this.
- Cybersecurity is paramount for financial institutions, and it doesn't have to be at odds with delivering relevant results. Our research revealed that 99% of financial institutions found it challenging to deliver search relevance. The thing is, they already have the customer data to do this — it's just a question of unifying it.
- And don't just answer a customer's need in the moment — your customer journey can offer a data-backed, natural next step by leveraging technology that combines behavioral signal data, machine learning, and predictive analysis.
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