Over the last decade, the rapid growth of digital banks and improving offerings from fintech companies have led to consumers demanding more from their financial institution (FI): a tailored customer experience that meets their evolving needs and preferences – beyond the local branch, at both traditional and new touchpoints.

Today, customer experience can either strengthen or destroy brand loyalty to an FI. Success awaits those who manage to combine the right technologies, methods and strategies. But that is easier said than done.

What is personalization? Personalization is the practice of tailoring experiences such as offers, content, recommendations and services to a specific consumer by legally using zero, first and third party data collected about that individual become. This includes activity on a FI’s website or app.

While this is most commonly practiced on a company’s website or mobile app, increasing consumer demand for personalization has led organizations to implement it across all touchpoints and channels – from email and call centers to digital kiosks and ATMs.

Common misconceptions about personalization

Misconception #1: Personalization requires a ton of data FIs often overestimate the amount of data needed for meaningful personalization. Although a more comprehensive data set allows for more tailored options, banks can leverage many of the benefits of personalization by collecting and activating first-party data directly from consumers with appropriate consent to improve digital experiences.

Misconception #2: Personalization is the same as marketing segmentation Today, 1:1 personalization is a standard in the marketing world, but there is no need to manually create and manage dozens of micro-segments to achieve individual relevance. Start by identifying, tailoring and optimizing campaigns around three or four key audiences, defined by macro-segmentation principles, then use AI to recommend or dynamically allocate individual experiences.

Misconception #3: Personalization is set it once and forget it Although machine learning can help scale the delivery of experiences, marketers need to regularly analyze the results of each campaign to ensure continuous performance optimization. Interests, needs and preferences change as people go through different stages of life. Therefore, marketers must not only iterate on existing experiences, but also leverage all available data to inform new testing and maximize relevance as consumer behavior evolves.

Why haven’t FIs widely adopted personalization? In a recent retail customer satisfaction study, J.D. Power notes that consumers want personalized support and advice from their banks. Additionally, in the 2023 Financial Services Personalization Maturity Report, 86% of FIs said personalization is a clear, visible priority for the organization and its digital strategy, and 92% plan to continue investing in the practice.

But despite the demand, the path to effective personalization is not always clear for the industry.

Challenges of personalization

Data Management The presence of data does not automatically lead to effective personalization. FIs often struggle to curate this data in a way that leads to effective personalization. Without robust and legally compliant processes, it can quickly become difficult to integrate data into personalization activities. AI offers a flexible solution to automate and scale this process, but FIs must ensure that clean data inputs are used to ensure effective personalization.

Lack of Resources and Processes Although banks are accustomed to operationalizing processes around acquisition, adoption and lifecycle management, embedding personalization into each of these areas requires overcoming challenges. This often involves departmental silos or the implementation of resources and processes to support the use of the technology. Many have not yet overcome the learning curve to reap the benefits of personalization, but a strong operational foundation requires at least one key player to drive personalization efforts across the organization.

Advantages, opportunities and power of personalization

The Benefits Banks that get personalization right can reap the rewards and achieve key business goals:

• Optimize return on investment (ROI) in acquisition and reduce customer acquisition costs (CAC)
• Improve activation rates for cards or services
• Increase in card usage and spending in the first few months
• Integration of additional products and services
• Increase spending in specific categories and diversify in others
• Maximizing conversions and usage through digital channels
• Reactivation of inactive customers
• Drive customer lifetime value (CLV) through key customer actions

The opportunities

Many banks have prioritized personalization because the majority of consumers already have primarily digital banking relationships. With more options than ever before in the growing financial services space, consumers need education and support to make the selection process easier. And while many FIs have created high-quality content, few have effectively facilitated learning and discovery through personalization.

Acceleraid@Personalization

As experts with over 10 years in the field of personalization, we have the experience and knowledge to develop appropriate personalization concepts together with you.

Our software analyzes in just 200 milliseconds what the page needs to look like for each target group in order to provide an optimal experience. Contact us for an optimization analysis and a tailored offer to address your needs and target groups. We would be happy to help you increase your conversion rates and unlock the full potential of your website.