Early October, I had the pleasure of providing a keynote at the kick-off summit of the Financial Forum in West Flanders. I was in good company with representative speakers from Eubelius, Febelfin, Capgemini and KBC. All the banking buzzwords did pass by, with one central theme: “Put the customer and the value we create for the customer at the heart of everything we do”.
Personalization: Testimonial about the roadmap towards a relevant one-on-one conversation with your client across all channels
In previous articles we elaborated on why personalization in financial services matters, what the roadmap towards a relevant one-on-one engagement with your client can look like and which competences you need to get there. But the proof of the pudding is in the eating. Therefore we let Geert, Application Architect at AE, testify about his first-hand experience working around personalization with financial service providers.
In our latest post, we have talked about the personalisation shift that companies face today. New technologies and changing customer expectations force organisations to critically review their processes and use innovative technology to create value for their clients.
This is no different in banking and insurance. Financial services providers have to take on a more supportive role as an advisor for their clients, preferably approaching them as individualised as possible. After all, customers simply see through hollow, automated messages. They expect to receive only relevant information that makes a difference for them on a personal level.
In our latest AE Financial Services newsletter we elaborated on why we, at AE, are convinced that offering your clients a relevant and personalized experience is a key differentiator in the world of financial services. Do you agree? And so does the rest of your organization?
For a very long time, most organizations in banking and insurance were convinced to have quite a good view on which client segments they were serving or wanted to target and developed products and services they considered these segments needed or longed for. Focus was on creating good products and delivering good services in the most efficient way at the lowest cost and with the largest distribution possible. Overall clients satisfied themselves with products and services “close enough to their needs” as long as security , trust and quality was ensured.