Personalizing the customer experience has consistently been a hot topic in fintech and banking over the past decade. This persistence suggests that the financial services industry continues to fall short when it comes to providing a high-quality, tailored user experience.
In the past year, we have seen significant promise from AI tools that can integrate personalization into the customer workflow while still maintaining a high-touch user experience. In today’s Streamly Snapshot, Research Analyst David Penn talks with Craig MacLaughlin, CEO at Finalytics.ai and Baron Conway, CSO at Finalytics.ai about the meaning of personalization, how financial institutions stand to gain from it, the role AI is playing in enhancing personalization, and how firms can embark upon their journey of personalization.
“The ability to deliver the high-touch service– something you were able to do on the phone or in the branch– has really been taken away. So we look at the opportunity to use personalization to get back that experience, but deliver it digitally,” said MacLaughlin. “We’re basically giving community FIs the ability to deliver the same experiences that mega brands are able to do in the digital channel.”
“So to build upon that,” added Conway, “from an institution’s perspective, it enables them, in the digital channel, to build closer relationships, build more loyalty, and– crucially– drive more product sales. Because, if you give someone what they’re looking for, they’re more likely to engage, and purchase, and come back for more.”
Finalytics.ai seeks to help community banks and credit unions compete with larger organizations by helping them personalize the customer journey. The California-based company leverages AI along with real-time data analytics to help drive growth, loyalty, and operational efficiencies.
By blending personalization and innovation, Finalytics.ai helps its financial institution clients meet the evolving needs of their customers in today’s competitive landscape.
Photo by cottonbro studio