I just had a chance to speak at the Consumer Bankers Association 2014 Conference, CBA Live 2014: Red, White, and Banking in Washington DC. I talked about how banks need to use customer analytics to improve the customer experience. When they do this correctly, they truly improve both the long-term profit of the bank and create value for the customer. I outlined several great case studies from Earnix that did just that.
In the meantime, however, it reminded me of a post I wrote over a year back about channel optimization. I talked about how aligning customers to the right channel for each interaction, both the bank and the customer are happy. It’s an oldie, but a goodie.