Personalized banking is all about the customer journey
Customer relationships are highly valuable assets for banks and credit unions, and that makes them potentially lucrative targets for fintechs and other competitors.
A few takeaways from the conversation:
- Start by focusing on the customer’s journey, which requires changing the perspective from what’s good for the bank to what creates more value for the customer.
- Banks and credit unions often have underutilized resources that could be leveraged to help implement a customer-first strategy.
- Financial institutions should try to deepen the trust built up during the pandemic by helping customers ensure their longer term financial well-being.
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