bankingciooutlook

How Contextual Banking Improves Customer Experience?

Banking CIO Outlook | Monday, November 02, 2020

Smart technology has made accessing customer data much faster and easier for users, such as sales or call center reps. This enables them to provide a smooth experience where the customer does not have to repeat information time and again.

Fremont, CA: In order to achieve success, credit unions and banks need to integrate customer insight with transaction data, environmental factors, and social interactions. This will lead to better engagement. Real-time data is the key to improving communication and providing accurate, updated, and relevant advice to consumers. Banks and credit unions are always awash in data. Their goal is to create a contextual data repository that can enable highly personalized engagement in real-time. This is when contextual banking comes into the picture.

Let us look at the benefits of contextual banking:

Flexibility

Customers always want to use various channels, and they also want to get a connected, seamless experience from each channel. In order to deliver an uninterrupted customer experience, it is important to share data and make it accessible across channels. Getting in-depth insight into the customer’s preferred way of communication throughout the customer journey offers a pattern of customer behavior on each channel, which can help businesses best deal with them and optimize their experience.

Fast Service

Smart technology has made accessing customer data much faster and easier for users, such as sales or call center reps. This enables them to provide a smooth experience where the customer does not have to repeat information time and again. The Harvard Business Review also discovered that companies that maintain hourly follow up are far ahead of other companies that wait for a day to contact a prospect. To cut it short, speed and context lead to improved sales as well as revenues.

Seamless Customer Experience

Context is essential in reducing customer effort and increasing simplicity on the consumer’s side. When businesses know their customers, their history with the organization, and their requirements and behaviors from big data, it would be much easier to deliver a seamless customer experience.

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