Online banking is a convenience that many consumers take advantage of these days. And it’s a channel that financial institutions should embrace. To remain competitive, companies must demonstrate that they understand the people that are visiting their online sites. Part of the solution rests in devising automation systems that allow banks to anticipate and accommodate the various paths visitors make during their online banking experience. However, many banks overlook the power of engagement automation, which can help them improve their understanding of their customers and needs.
To retain a competitive edge, financial institutions must develop strategies that offer visitors personalized customer experiences that effectively mirror an in-branch interaction with a teller. How do you achieve that? It’s crucial that banking institutions personalize their messages to predict what customers need and understand what they don’t want. Companies must also evaluate their online communications across the email, mobile, social, and display channels to ensure consistency and break down the channel silos. Implementing such strategies will help retail banks better understand their customers’ online habits and preferences, which will lead to stronger customer-bank relationships.
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