Power of Personalization in Banking

Fewer consumers view their bank as a “trusted partner” (<50%), and more view banks as a “necessary utility” (60%) than just 2 years ago. This is according to a global study from the Digital Banking Report (DBR) on “Power of Personalization in Banking 2018”. To differentiate themselves, banks need to infuse personalization across all stages of the customer journey.

Pegasystems had a discussion with Jim Marous, publisher of the Digital Banking Report, to explore the risk of the ‘personalization gap’ between what consumers want and what financial institutions are delivering. In this video, Jim is joined by Pega ‘s Christine Parker, VP, Financial Services – Industry Market Lead, and Scott Andrick, Sr. Director – Global Retail Banking, to discuss highlights’ from DBR’s personalization study, the importance of personalization in banking, and the key barrier for delivering personalization and how to overcome it.


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