The age of hyper-personalisation It ’ s often said that we ’ re more likely to get divorced than change our bank account .
But one thing mobile banking has certainly hammered home is the immense need for financial institutions to tailor their offerings . Fail to do so and they risk losing huge swathes of their previously-loyal customer base . ‘ Personalisation ’ may have always been a banking buzzword , but we ’ re reaching the realm of hyperpersonalisation , where there is increased pressure to understand and meet the needs of each individual .
“ Customer experience is more important than ever and mobile banking has paved the way for banks to excel ,” asserts Louise Potts , Head of Banking Customer Advisory at the software giant SAS . “ Not only is it more accessible , it ’ s also more convenient . From the palm of their hand , customers can manage transactions , income and outgoings in real time .
“ Personalisation and mobile banking go hand-in-hand . For one , users can set up tailored notifications based on what matters to them , whether it ’ s encouraging them to meet their
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