Hyper-personalized experiences seem to be the marching orders in banking, particularly since the industry still desires delivering a consistent experience between the digital and physical worlds. What has changed recently is that technology continues to evolve, so there is a need to change the narrative to focus on delivering a more optimized and efficient experience for banking customers.
While the concept of delivering an omni-channel experience is still important, digital is often the primary starting point of most financial journeys. Nonetheless, a physical presence continues to be an asset for any financial service firm. Within the branch, the ability to bring in a robust level of hyper-personalization will require investments in edge devices and infrastructure improvements to provide near-real-time information when a customer walks into a lobby.
Unlocking customer loyalty starts with providing a modern and personalized experience for bank customers and employees that creates a seamless transition between physical and digital banking. Explore how in this exclusive report by industry analyst house IDC, written for FIS.