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.
On this BAI Deep Dive podcast, Greg Kanevski, global head of banking at ServiceNow, talks with Terry Badger, managing editor at BAI, about 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.
Gain insights from the thought leadership, white papers and solutions demos shared during BAI Deep Dive: Personalizing the Customer Experience.