banking in the age of the empowered consumer

Banking inthe age of the empowered consumer

Get ready to provide additional customer-focused banking experiences.

Is banking ready to meet modern expectations?

Mobile, digital and social media are now a way of life.

Too often, the answer is no.

Banks are falling behind.

Fewer than half of customers report having a positive banking experience.1

1 Capgemini and Efma, World Banking Report 2015, April 22, 2015.

Banks offer mobile banking,but they can do more.

You already possess what you need to offer a great banking experience.

Unlock the vault of customer data: comprehensive, dynamic, unique.

Behavior-based analytics sifts through the background noise.

Cut through this vast store of data to find actionable information.

Gain actionable insights.

Uncover patterns that reveal customers’ individual needs, preferences and intentions.

Don’t just serve—engage.

Tailor your customers’ experience to their identity to offer heightened levels of banking engagement.

Back up intuition with hard data.

Relying on basic segmentation to make offers to customers leavesout the 360° customer view that analytics can provide.

Microsegment, target, position.

Pinpoint the right offer at the right time with behavior-based analysis.

Millennials change the game.

They’re pushing us to provide a unique experience—for everyone.

Seizing opportunitiesas they arise

Christine wants to grow revenues from new products and heighten customer satisfaction in her retail banking business unit.

Drilling deep into market segments

Behavior-based predictive models tell Christine that the likelihood of overdrafts is high in the segment she is examining.

Identifying customers by their behavioral characteristics

Christine selects Michael, a customer whose cash flow pattern raises concerns about his likelihood of an overdraft.

Making the right offer

Christine links to her bank’s engagement applications to make an appropriate overdraft product offer to Michael.

Cultivating the relationship

Christine adds value to the relationship by suggesting tools such as cash flow analysis and predictive alerts that can help Michael manage his finances.

Earning permission to become part of the customer’s life

Michael signs into the banking app on his tablet and sees new content pushed to his home screen.

Discovering what’s really going on

Behavior-based analysis notes Michael’s high expenditures at home improvement merchants.

Acting with perfect timing

Christine knows it’s time to offer Michael a home improvement loan or even a new mortgage.

Renewing customer loyalty

Michael is now an informed, satisfied and, potentially, more profitable customer.

Customer Insight for Banking

Accelerate your journey by optimizing your customer interactions.

Enhance your customer insight for the age of the empowered consumer.

• Boost revenue

• Gain wallet share

• Avoid attrition

Take advantage of your data by gaining insight into your customers’ behavior.

IBM Analytics: Customer Insight for BankingPlease visit

Trademarks and notes

IBM Corporation 2015

• IBM, the IBM logo, ibm.com, and the planet icon are trademarks or registered trademarks of International

Business Machines Corporation in the United States, other countries, or both. If these and other IBM

trademarked terms are marked on their first occurrence in this information with the appropriate symbol

(® or ™), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this

information was published. Such trademarks may also be registered or common law trademarks in other

countries. A current list of IBM trademarks is available on the Web at www.ibm.com/legal/copytrade.shtml.

• Other company, product, and service names may be trademarks or service marks of others.

• References in this publication to IBM products or services do not imply that IBM intends to make them

available in all countries in which IBM operates.

BXP03020-USEN-00