April 18 – New research published by the Digital Banking Report reveals a series of gaps between consumers and financial institutions. The report shows that banks tend to overestimate how consumers view their relationships with financial institutions and fall short on delivering the level of personalized service and advice expected by consumers.
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July 6 – Many retail banks are missing the mark when it comes to creating meaningful connections with customers, according to a new study, which found less than one-third (31 percent) of customers feel their banks know them and their financial needs well. And nearly the same percentage (28 percent) says that their banks put their own interests ahead of customers’ needs found global market research firm GfK and Personetics, a leader in personalization technology for banks.