Banking is entering a new frontier. Less banking is done in physical branches, as more consumers conduct banking activities online. With consumers interacting with banks through various, disparate touchpoints, and raising their expectations in customer service, banks and financial institutions cannot afford to treat customers in aggregate, demographic categories.
NGDATA’s CEO, Luc Burgelman, talks about how banks need to understand their customers—behavior, context, interests and preferences—to secure a personalized, unique and memorable experience across multiple channels.
