- “Banks should leverage artificial intelligence and machine learning to collect and understand their customer data and determine the right moment and engagement for each person.
Following is one approach that could help regional banks deliver to their customers and potentially leapfrog their larger competitors:
- Establish a customer experience operating model.
- Own your data
- Own your decisioning
- Own the delivery”
https://bankingjournal.aba.com/2019/11/from-big-data-to-little-personal-touches/
Olaf Tennhardt
Principal at Deloitte Consulting LLP