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Insights White Papers
Satisfying Customers and Regulators: Five Imperatives
Feb 2014, No. 75
Regulators and consumers both want more from banks. While regulatory guidelines and consumer rants in social media may use different language, they’re both aimed at the same thing: improving customer experience. Banks that do so successfully can benefit from an early warning system for compliance risk exposure, and it’s also a powerful driver of financial performance. But falling short can be costly—from compliance penalties to attrition.
This paper is about the new competitive ground in retail banking: delivering outstanding customer experiences to increasingly selective consumers. It’s based on FICO’s work with banks in the areas of originations, customer management, collections and fraud.
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