Critical steps to improving personalization at speed and scale - Portuguese
Highlighting boardrooms’ collective blind spots
Executive Brief
This report highlights critical steps to rapidly scale hyper-personalization in banking. It reveals how banks struggle with silos and customer-centric strategies, the importance of AI/ML adoption, and how personalized experiences build trust and loyalty. Based on insights from Forrester Consulting, it guides banks to invest in technology and strategy for impactful personalization.
- Over half of banking decision-makers see hyper-personalization as essential for reputation, engagement, and loyalty.
- Banks must break silos and adopt a holistic customer view, not just product-focused personalization.
- Lack of trust in AI limits scaling personalization despite its crucial role.
- Personalization builds customer trust by creating meaningful relationships and value.
- Future banking will rely on AI-driven proactive and context-aware experiences to meet rising expectations.
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