Digital Experience Management

Personalizing experiences strengthens the customer relationship, thereby increasing usage, the number of products used, and the customer's profit. But the necessary degree of personalization depends on the diversity of your bank’s offerings and customer types. We’ve identified 3-models for personalization based on the complexity of your bank’s offerings and the kinds of customer relationships you’re developing.

In our one-to-many model, banks that offer a single or limited set of offerings to a large, diverse market need to personalize the experience. For example, take Discover, the national credit card issuer. It offers a handful of cash-back reward cards, essentially one product of slightly different flavors, to a national market. But, without a simple tool to analyze spending, the user doesn’t know which card is best or stick with using non-Discover cards.