Improving the Customer Experience Through Analytics and Omnichannel Banking

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26 Jan, 2015, 13:19 GMT

DUBLIN, Jan. 26, 2015 /PRNewswire/ --Research and Markets

(http://www.researchandmarkets.com/research/5v7w2b/improving_the) has announced the addition of the "Improving the Customer Experience Through Analytics and Omnichannel Banking" report to their offering.

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New Research Examines Advantages Of Analytics And Omnichannel Banking For Banks And Credit Unions

In new research, Improving the Customer Experience Through Analytics and Omnichannel Banking, Mercator Advisory Group reviews the trend for banks and other financial institutions to leverage analytics and real-time, 360-degree views of the customer to create an outstanding customer experience to encourage increased engagement and customer loyalty.

The combination of increased outreach and enlightened engagement made possible by deep integration and native interoperability, augmented by robust enterprise marketing and analytics capabilities, offers a future where customer needs are readily apparent, and the overall customer experience is informative, enjoyable, and insightful, comments Ed O'Brien, director of Mercator Advisory Group's Banking Channels Advisory Service and author of the report.

This report is 22 pages long and has 15 exhibits.

Highlights of this report include:

  • Primary data on consumer preferences for interaction with banks
  • Components of what Mercator Advisory Group terms an analytical customer experience (ACE) solution
  • Function of analytics in truly understanding banking customers' wants, needs, and likely behaviors
  • Profiles of example solutions available in the market

Key Topics Covered:

1. Executive Summary

2. Introduction

3. It's All About the (Customer) Experience

  • Consumers Today Are Being Wooed with New Buying Experiences
  • Emerging Themes: An Analytic Customer Experience Solution
  • Heightening the Banking Customer Experience

4. Customer Profiles

  • Full-Service Channels Remain Important Despite Rising Popularity of Self-Service
  • Branches Remain Relevant
  • Channels' Influence on Customer Satisfaction
  • Banking Customers Are Embracing Self- and Assisted-Service Options
  • The Need for FIs to Expand Beyond a Basic Banking Relationship
  • Consumers Are Interested in Knowing About Relevant Products and Services
  • Harnessing the Power of Analytics and Marketing to Better Serve Banking Customers
  • Trying to Better Understand the Customer
  • The Movement from Omnichannel Retailing to Omnichannel Banking

5. Solutions and Strategies: Examples

  • D+H
  • FICO
  • FIS
  • Fiserv
  • SAS

6. Conclusions and Strategic Implications

Companies Mentioned:

  • ACI Worldwide
  • Apple
  • Bank of America
  • Best Buy
  • D+H
  • eBay
  • FICO
  • FIS
  • Fiserv
  • Macy's
  • Moven
  • Nordstrom
  • SAS
  • Simple (BBVA)

For more information visit http://www.researchandmarkets.com/research/5v7w2b/improving_the

Media Contact: Laura Wood , +353-1-481-1716, press@researchandmarkets.net

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