The art of customer connection

How to create memorable experiences and drive growth for retail financial institutions

In a world where products are no longer enough to stand out, the true competitive edge in retail financial institution (FI) business lies in understanding your customers at a deeper, more emotional level. As FIs race to keep pace, the key to long-term growth and loyalty is stronger, data-driven relationships.

Many financial institutions recognise the importance of putting customers first yet struggle to execute on that vision. Our research shows that 71% of executives understand customer motivations is critical for growth, but 54% admit they lack the necessary insight.

Inside this report, explore the key themes of:

1. Deeper customer understanding by gathering insights to design key moments that matter across their life stages, motivations, and pain points.
2. Executive challenges by identifying roadblocks like misalignment with front-line realities and underutilisation of customer data.
3. Utilising technology and innovation through a four-pronged framework leveraging generative AI, modular content, and data-driven personalisation.

Discover how leaders are aligning strategies with customer needs and use technology to deliver personalised experiences.

Download the report and start your journey toward customer centricity and growth today.