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Personalization offers ‘tremendous opportunity’ for banks and credit unions

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The personalization trend being driven by online retail, streaming media and other industries is also a front-of-mind issue for banks and credit unions.

Greg Kanevski, global head of banking at ServiceNow, discusses a personalization strategy for financial institutions that has an optimal mix of people and technology.

A few takeaways from the conversation:

  • Despite the commoditized nature of many banking products and services, financial institutions have tremendous potential to create distinct experiences for their customers.
  • One of the keys to delivering better customer experience is by improving the employee experience via automation and skill-building.
  • Key to personalization success is making sure that the entire executive suite is committed, adjusting to unforeseen issues that arise and being realistic about goals and pace of change.

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Terry Badger is the managing editor at BAI.