Frictionless Future: Harnessing Data to Deliver a Personalised Customer Experience


In an era where customer expectations are rapidly evolving, the financial sector is undergoing a significant transformation. Banks are now leveraging cutting-edge digital strategies to deliver personalised experiences that meet the demands of today’s consumers.

Digital transformation is not just a trend but a necessity. Our latest eBook, "Frictionless Future: Harnessing Data to Deliver a Personalised Customer Experience," created in collaboration with iSky Research, provides invaluable insights into this digital shift. This comprehensive benchmarking study delves into how leading banks are navigating this dynamic environment and offers key insights and strategies to help financial institutions stay competitive and meet the ever-increasing demands for personalised customer experiences.

Key insights from the eBook

  • The Digital Transformation Imperative: Understand why a customer-centric approach is crucial for maintaining a competitive edge in the financial sector. For instance, 64% of consumers say they would switch brands if their experience isn't personalised.
  • Success Stories from Industry Leaders: Learn from the innovative strategies employed by top banks like Trust Bank, Discovery Bank, BBVA, and Nubank to enhance customer satisfaction and engagement. Discover how Trust Bank increased its digital engagement by 35% in one year.
  • Key Areas for Improvement: Identify gaps and opportunities for improvement in digital self-service channels, financial management, communication, and account services. For example, only 40% of banks currently offer seamless digital account opening processes.
  • Strategies for Building a Winning Digital Experience: Gain actionable insights into best practices and golden rules for digital customer engagement, along with recommendations on optimising team performance and fostering innovation. Banks that implemented AI-driven personalisation saw a 20% increase in customer satisfaction.

Ready to transform your digital banking experience?

Download our eBook now to discover how your institution can harness the power of data to create a truly personalised customer journey.

How we can help

The banking landscape is undergoing a seismic shift. Customers today are no longer satisfied with traditional banking experiences. They demand a seamless, frictionless, and hyper-personalised experience across all touchpoints, from mobile apps to branch interactions. The future of banking belongs to those who prioritise customer experience. With Synpulse and iSky as your partners, you can bridge the customer experience gap and unlock the full potential of a frictionless and personalised future.


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