1http://blogs.forrester.com/lori_wizdo/12-10-04-buyer_behavior_helps_b2b_marketers_guide_the_buyers_journey

2http://www.mckinsey.com/insights/marketing_sales/the_coming_era_of_on-demand_marketing

3http://www.forrester.com/US+CrossChannel+Retail+Forecast+2011+To+2016/fulltext/-/E-RES76281

4http://www.businesswire.com/news/home/20120719005875/en/About.com%E2%80%99s-%E2%80%9CThe-Trust-Factor%E2%80%9D-Study-Finds-Trust#.U_Z91mSwL60

5 http://www.slideshare.net/fullscreen/EdelmanInsights/2014-edelman-trust-barometer-financial-services-industry/5

SOURCES

Discover how FSIs embed collaboration into business workflows to learn about customers and connect with them in more meaningful ways. Download the paper,

Addressing the Customer Trust Deficit: Six Steps to Customer Centricity and more informative resources for financial institutions.

Leading financial institutions enable the 360° view of the customer to defy distance between

relationship and profit.

#DefyDistance #HIVE

FSI CUSTOMER

360° VIEW OF THE

TRANSAC

TIONAL

INCOME

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LIFESTYLE

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RECENT

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AN SACTIO

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Mind the Customer’s Digital Footprint

Trust is Earned

BEHAVIORAL

BRANCH

AC TIVITY

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CURRENT

PRO D U CTS

�DIGITAL

ACTIVITY

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In addition to moni-

toring transactional and behavioral activity,

FSIs are advised to mind their customer’s digital footprint across social media and other third

party sites.

The financial services

industry consistently ranks the least trusted industry

globally by consumers.5 It’s now up to institutions to engender

trust through performance. Meaningful increased engagement has been

proven to increase customer loyalty.

But getting a better view of the new customer requires that FSIs connect the dots between transactional and behavioral data from public and private data sources.

The Evolved CustomerThe new face of the customer is digitally connected, highly informed and more demanding. They demand access to financial information anytime, anywhere, on any device - similar to their other digital and mobile experiences.

�

Building the FSI Customer 360º View

1Provide 24/7/365 AccessibilityDeliver the right interaction - anytime, on any device.

2Simplify

Limit extraneous steps, information and complexity.

3Personalize

Provide customized, predictive interactions.

Keys to Earning Customer Trust & Loyalty

360°