According to a recent PWC survey, 61 percent of bankers say a customer-centric business model is “very important,” yet only 17 percent feel “very prepared.” Knowing who your customers are, what accounts they have or do not have, and how they are related to other customers across all lines of business is critical to becoming more customer centric. At the same time, customer expectations are changing, competitors are becoming fiercer, and employees—including relationship bankers and financial advisors—need the right information at their fingertips to cross-sell new products and provide the best customer experience in today’s financial services marketvia omni-channel marketing.
Traditional business silos, ongoing mergers and acquisitions, and antiquated banking and customer information systems continue to cause banks to struggle in connecting relationships with customers, employees, and business partners. Banks’ past investments in analytic applications and business intelligence software provided some information about customers, account relationships, and account status. However, such systems were not designed to monitor, manage, govern, and master the latest and most trusted information across all systems—from customer- facing channels, to CRM, to marketing, and to front-office trading systems across all lines of business. Only a customer-centric data management platform can do all this.
With Informatica solutions for Customer-Centricity, you can: