Most digital banking apps greet customers by name at login. Unfortunately, this is often the full extent of how many institutions personalize customer experiences. Indeed, while more than 65% of consumers say they are interested in suggestions from their bank on how to better manage their money, just 42% feel that they get the personalized attention they expect. That gap has driven personalization of digital channels to the top of nearly every bank’s priority list.
Join Javelin’s Digital Banking Director, Emmett Higdon, as he explores five key principles that underpin successful personalization strategies. Regardless of the goal—sales, service, adoption, retention—it is essential that banks reinforce the value of the customer relationship with every touch. Nuance’s Sebastian Reeve will offer best practice examples of how the firm’s clients have automated these types of interactions and delivered them at scale through artificial intelligence and cross-channel integration.
Come see how and learn why:
- Proactive outreach leads to far greater engagement opportunities
- Shorter conversations can be more personalized than longer ones
- Simple and seamless authentication is a catalyst for effective personalization
- Maintaining context across channels is critical