Personalization provides “huge opportunities” for banks and credit cooperatives

The personalization trend promoted by industries such as online retail and streaming media is also the primary concern of banks and credit cooperatives.

ServiceNow Global Banking Director Greg Kanevski discussed the personalization strategy of financial institutions with the best combination of people and technology.

Some points from the conversation:

• Despite the commercial nature of many banking products and services, financial institutions still have great potential to create unique experiences for their customers.
• One of the keys to providing a better customer experience is to improve the employee experience through automation and skill development.
• The key to individualized success is to ensure that the entire senior management team is fully engaged, adjusts to unforeseen problems that arise, and maintains a realistic attitude toward goals and pace of change.

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Terry Badger It is the executive editor of BAI.