Hyper-personalization

A roadmap to best-in-class customer experiences in the financial services sector

More and more, financial services firms are catering to “digital natives” who expect the kind of experience they get from pure digital companies like Amazon and Netflix: easy to use, anytime/any device access, and delivered with a high degree of personalization. Moreover, digital natives have no problem switching providers if they don’t like something, which puts the customer experience front and center in terms of competitive advantage. Millennials, the first generation of digital natives, already have massive purchasing power and are the crucial demographic for the future of financial services.