“Personalization Becomes Strategic
According to the report, personalization is now the primary customer expectation. Thirty-eight percent of institutions report that improved service and personalized experiences are their customers’ top demand. The good news is institutions are already meeting some of these expectations. Forty-two percent already provide values-aligned banking and chatbots for instant support. Only 4% offer none of the listed personalization services.
Investment patterns confirm the shift: 30% plan to increase customer experience (CX) and personalization spend by 25% to 49%, while nearly a quarter (24%) anticipate 50% to 74% growth in CX and personalization spend.”