Improving the Customer Experience Through Analytics and Omnichannel Banking


Financial Institutions’ Future Success Requires Providing an Outstanding Customer Experience

New research from Mercator Advisory Group examines advantages of analytics and omnichannel banking for banks and credit unions

Published on: July 7, 2014
Author: Ed O'Brien
Alternate Point of Contact: Amy Dunckelmann

In the research report, Improving the Customer Experience Through Analytics and Omnichannel Banking, Mercator Advisory Group reviews the trend for banks and other financial institutions to leverage analytics and real-time, 360-degree views of the customer to create an outstanding customer experience to encourage increased engagement and customer loyalty.

“The combination of increased outreach and enlightened engagement made possible by deep integration and native interoperability, augmented by robust enterprise marketing and analytics capabilities, offers a future where customer needs are readily apparent, and the overall customer experience is informative, enjoyable, and insightful,” comments Ed O’Brien, director of Mercator Advisory Group’s Banking Channels Advisory Service and author of the report.

This report is 22 pages long and has 15 exhibits.

Organizations mentioned in this report include: ACI Worldwide, Apple, Bank of America, Best Buy, D+H, eBay, FICO, FIS, Fiserv, Macy’s, Moven, Nordstrom, SAS, and Simple (BBVA).

Members of Mercator Advisory Group Banking Channels Advisory Service have access to this report as well as the upcoming research for the year ahead, presentations, analyst access and other membership benefits.


Highlights of this report include:

  • Primary data on consumer preferences for interaction with banks 
  • Components of what Mercator Advisory Group terms an analytical customer experience (ACE) solution 
  • Function of analytics in truly understanding banking customers’ wants, needs, and likely behaviors 
  • Profiles of example solutions available in the market



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