As banks gear up for the next phase of digital transformation, their efforts are pivoting toward creating personalized customer experiences and using granular data to better understand customer needs.
Publicis Sapient’s 2022 global banking benchmark study noted that combining customer data across different systems was identified as the top customer-experience priority.
However, this study also suggested that banks had made “only moderate progress” during the preceding 12 months. One reason for this is that obtaining a single view of customer data remains a problem.
There are complexities in centralizing data from multiple geographies due to the varied nature of data-sharing regulations
Kate Platonova, HSBC
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