Personalization
Tailor your offer to each customer’s specific needs
Banks have a dual challenge today – a demanding customer and a whole new set of competitors. User experiences in e-commerce and other industries with digital offerings are so seamlessly designed that today’s customer sees that as the norm. This sort of experience expectation is increasingly felt across the consumer ecosystem including their traditional banks. The problem is compounded by the fact that customers’ relationships with their banks today is a relationship of friction; they are either intimidated or unimpressed – neither bodes well for the banking industry or the bank. At the same time, new age players in the industry are precisely meeting the evolving experience expectations with their innovative offerings enabled by some of the latest technologies. The only way forward for banks is understanding the power of personalization in banking and using data and agile technologies to anticipate and respond to individual customer needs, designing offerings to target segments of one and through this, building deep relationships.
Why Personalization?
Conventional offers and loyalty programs are a small part of what customers expect to stay with their banks. Personalized customer engagement and an end-to-end experience is needed, mapped to each customer’s unique journey and context. Treating each customer problem as unique and designing solutions to address these needs with speed, across touch points and using available data to do so, can transform customer engagement and experience. The rewards are many – improving customer acquisition, retention, and loyalty, growing wallet share, driving of incremental revenue, positively affecting top-line growth and of course, giving banks a better chance at being relevant.
Personalization is critical because customer behavior and expectations are changing dramatically; today’s customer expects both choice and wants to be treated uniquely. Personalization will help banks win customer trust and loyalty. If banks are to stay relevant and compete with their new age competition, the wise choice is to accept that the key to survival and success lies in personalization and the creating of customized experiences.
How Can Our Personalization Solution Help Banks?
Powered by Xelerate, our solutions empower banks to dynamically tailor their offerings based on the customer journey and overall relationship, to solve for each customer’s unique needs. With these solutions, banks will be able to go beyond their own market offerings and tap into the broader ecosystem in the industry to serve, satisfy and grow their customer base.
Scale and Innovate
Adopt a scalable approach towards hyper-personalized, innovative offers, pricing models and loyalty programs
Create Context
Design and launch hyper-personalized offers, dynamically. Bundle products and extend benefits based on customer profile and behavior to deliver the most contextual offers
Stay Relevant
Provide wider choice for customers by offering partner products and services as standalone or bundled offerings
Offer Control
Utilize our API-based banking capabilities to introduce self-serve and empower customers with control and transparency
Automate Solutions
Achieve rapid product adoption with automatic enrollment and solution recommendations to the right customer segments
Speed Up and Save
Easy integration and interoperability means accelerated time to market and reduced costs of creating and launching new offerings
Configure Easily
Use easy-to-use, drag and drop capabilities to rapidly create hyper-personalized offerings and reduce time to market, product complexity and costs significantly
Key Capabilities and Benefits
Centralized Offerings Repository
Empower product, pricing and partner managers to break out of siloed systems and processes, and easily design and launch bundles and offers
Relationship-based Banking
Develop single view of customers to create personalized, contextual offerings based on customer journey insights, to influence customer behavior and drive growth
Customer Enablement
Offer transparency and control by sharing profile, behavior and consumption information and recommending appropriate offers, while ensuring easy enrolment, de-enrolment and switching
Ecosystem Management
Broaden customer choice by integrating partner products and services into the bank’s offer portfolio
Analysis and Insights
Evaluate and compare customer behavior, usage and profitability trends, by bundle, offer, sub-segment, region and unit, among others, to inform decisions
Augmentation of Core Capabilities
Avoid expensive and risky rip-and-replace projects and augment existing core capabilities by extracting and consolidating necessary data in a centralized, agile solution layer