Customer Interaction

Personalization 1.0: Have FIs’ Implementations Hit the Wall with Consumers?

February 06, 2018
Ken Paterson
Theodore Iacobuzio

Meeting customer expectations gets tougher for FIs in the digital age.

Feedback from recent surveys of U.S. consumers indicates that interest is waning in targeted offers from banks and credit unions. Customers’ disappointment with personalization extends to servicing performance as well. Are financial institutions being judged harshly against customer expectations?

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