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Banks are beginning to prioritize investments in technology that can take them from account-level decisions to customer-level decisions. This necessitates technology that can connect different lines of business (e.g., credit cards, auto loans, and demand deposit accounts), different phases of the customer life cycle (marketing, origination, customer management, and collections and recovery), and third-party data services. The goal is to enable financial firms to make more intelligent decisions based on a comprehensive view of each customer. In this document, we review key capabilities that firms need to develop and assemble to improve customer-level decisioning, including:
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