President of Americas at Personetics, the global leader in data driven personalization and customer engagement for financial institutions.
The current health crisis continues to disrupt the banking industry’s financial outlook, precipitating lower lending revenues and escalating credit loss provisions. One of the few levers the industry can turn to is cost containment. Amid an overall reduction, however, investment in digital capabilities continues to accelerate to meet customers’ rapidly evolving preferences toward digital servicing, support and advice.
To better prepare for this future, forward-leaning banks are capitalizing on their greatest asset — customer data — to better “know” their customers and deliver personalized experiences. Data-driven personalization appears to be at a tipping point, accelerated by the actions of leading banks and the growing body of evidence that these solutions are being embraced by customers and delivering strong returns for banks. Given the rapid adoption in the industry, banks that