CUSTOMER ANALYTICS ADOPTION IN BANKING: WHEN MANAGEMENT DOESN’T LEAD
Bob Meara, Senior Analyst, CELENT
Banks arenít fully utilizing customer analytics. Worse, many banks arenít utilizing customer analytics at all. This underdeveloped usage is a result of at least two factors: an overall immature state of data analytics at most banks as well as a lack of leadership at the top. This session will examine the state of customer analytics adoption in banking based on a recent Celent survey of North American banks and credit unions and explore how financial institutions can make progress even when management doesnít lead.