Banking CIO Outlook
show-menu

Why Banking CIOs Choose Analytics to Improve Customer Service?

Banking CIO Outlook | Thursday, October 10, 2019

Banks are adopting analytics in a bid to replace the traditional demographic-based approach towards customer services. 

FREMONT, CA: The trend of making services customer-oriented is a direct result of rising demands among customers for better services, and the best way for banks to achieve it is through the use of analytics. Technology is the most crucial aspect of the digital age, but so are the customers and their changing expectations on service providers. Improved customer services enhance business opportunities and increase brand value, due to which banks are prioritizing it.  Under the traditional approach, banks collected customer information to build databases that could be used to disburse services. Now, customer data has become easily accessible, and analytics solutions are empowering banks to leverage the data for improving customer services.

The use of analytics in the banking sector is not new. Several processes are already using data analytics solutions to hike the efficiency of operations across departments. However, the potential of analytics in improving customer service is incredibly high, making it an indispensable tool for banks. The following list throws light on the factors which make analytics important for CIOs in their quest to help banks improve customer service.

Stay ahead of the industry with exclusive feature stories on the top companies, expert insights and the latest news delivered straight to your inbox. Subscribe today.

• Handling Vast Data Volumes Effectively

There are several constraints when it comes to handling analytics through traditional approaches. With the exponential rise in the amount of customer data available with banks, manual analytics is out of the question now. Advanced data analytics solutions are equipped to handle vast amounts of structured and unstructured data from disparate sources. Using analytics, banks can effectively process customer data with a high degree of accuracy on a regular basis. Analytical solutions are optimized to cater to the needs of commercial and retail banks that handle tens of thousands of customers across the world.

• Effectively Categorizing Customers into Segments

Customer data becomes valuable when it can be leveraged to categorize a vast number of customers into broad categories. Previously, customer databases that banks created had details regarding an individual's gender, age, education, and other such general information. These are not insightful enough to allow the creation of categories. However, with data analytics capabilities, CIOs can empower banks to create customer segments based on relevant metrics.

These allow banks to develop better intelligence regarding customers and, thus, promote better customer services.

• Uncovering Hidden Trends in Customer Behavior

Understanding what customers want is one of the basic steps of improving customer service. CIOs can help banks deploy data analytics solutions to gain better knowledge about the desires and demands of customers. Data analytics solutions sort through customer data to reveal behavioral patterns among customers. These patterns are impossible to detect without the power of data analytics. Knowing the attitude of the customer allows banks to engage customers across the right channel, with the right strategy.

• Enabling Personalization of Services 

Personalization of services is the only way to engage with individual customers effectively. Modern customers expect banks to reach out to them with relevant services. The only way banks can achieve this is through the application of advanced analytics solutions that make use of customer data from various sources to build integrated customer profiles for individuals. These profiles allow banks to identify customers and study their requirements. Thus, with analytics solutions, CIOs can help banks make customer services highly personalized and dedicated.

Data analytics have proven to be an effective way to study consumer trends and build an impressive foundation for improving customer services, making it a valuable technology that banking CIOs want to adopt.  

More in News

 Retail banking forms the foundation of our financial system. It is where ordinary people and small businesses may get the aid they need, from savings accounts to loans.  Retail banking is more than simply statistics; it is about enabling individuals and communities to manage their finances confidently. Retail banking is the foundation of our financial system, delivering critical services that keep our economy going ahead.   However, retail banking faces issues in today's rapidly transforming world. From keeping up with emerging technology to managing complex laws, banks have a lot of work ahead of them. Here are the four significant challenges that retail bankers face: Regulatory Compliance Navigating regulatory changes is a significant challenge for retail banks. Keeping up with changing regulations and legislation is complex and may be expensive. It's not only about following the rules; it's also about assuring client safety and keeping the bank on the right side of the law. These problems require banks to invest time and money to remain compliant, which can be difficult in a competitive market. So, although laws are necessary to make things fair and secure, they also stress an already complicated business and exacerbate retail banking difficulties. Technological Disruption Retail banks have both a huge challenge and an opportunity as fintech and digital banking rapidly expand. As more consumers resort to internet and mobile banking, conventional banks must change to remain competitive. Staying current with technology innovations is critical for satisfying consumer expectations and competing in the digital era. Adopting digital banking technology enables retail banks to improve client experiences and simplify processes.   It's a fine line between confronting the problems of technology disruption and grabbing the opportunity it presents to innovate and grow in the retail banking business. Changing Customer Expectations Meeting evolving consumer expectations is a significant issue and opportunity for retail banking. Customers today want individualized services and simple banking solutions suited to their needs.   Customers' expectations have shifted. Therefore, banks must provide a seamless experience across online, mobile, and in-person banking. Banks must respond to this requirement for ease and customization to retain and attract new clients. Involving an omnichannel strategy fulfills consumer expectations and allows banks to improve customer satisfaction and loyalty in a highly competitive sector. It's all about moving ahead of the curve and providing the banking experience that clients desire and deserve. Economic Uncertainty Navigating economic instability poses considerable retail banking issues. During downturns, banks bear the brunt of financial consequences, such as lower consumer spending and higher loan defaults. Risk management becomes critical in unpredictable settings, necessitating banks to implement comprehensive risk management procedures and keep enough reserves. In addition, interest rate swings and market volatility can complicate banks' financial decisions.  Despite these hurdles, proactive risk management may help banks limit possible losses and prepare for economic downturns.   Banks that stay watchful and agile may manage economic unpredictability while maintaining financial stability and providing good customer service. ...Read more
Wealth Management has various benefits for organizations, such as facilitating strategic planning, reducing financial stress, and providing a flexible investment strategy. When the company's assets reach a certain level, managing them can become a full-time job. Cash can be inefficient, so investing, such as opening stocks & shares ISA, can help it work harder. Even if companies have the expertise, managing a large portfolio of investments themselves can be time-consuming. Many such individuals hire a wealth manager to oversee their assets as a whole. Wealth management is a specialty of many independent financial advisers. Besides saving them time and effort, they can help companies to make the best decisions, choose the best products, in making sure that the portfolio remains aligned with the organization's life goals, and ensure that the wealth grows. A wealth manager provides ongoing support in the following areas. Investing and saving: Depending on factors such as the company's life goals, risk tolerance, and other personal circumstances, the wealth manager can help companies in finding the right balance between cash savings and other investments. In this way, companies can find the right balance between growth investments and having access to funds at any time. The adviser can rebalance the portfolio as the company's assets grow and the circumstances change to suit the new situation. The wealth manager can also assist organizations with other aspects of the portfolio. For example, they can help organizations decide whether to invest in property without jeopardizing their other goals. Additionally, the adviser can assist companies in creating an investment strategy that meets their needs. Business: An accountant will probably advise the shareholders on their business' finances if they own a business. In conjunction with the accountant, the wealth manager can maximize the value it generates for the companies. They can; for example, help organizations determine the best way to take an income, separate personal assets from business assets, and invest business assets wisely. Additionally, they can assist with budgeting and cash flow management. Planning an estate: If organizations have a lot of assets, leaving an inheritance can be a major undertaking. With a large estate, companies will really have to start taking action many years in advance in order to reduce the final inheritance tax bill. Wealth managers can be invaluable in this situation, as they can reduce the size of the taxable estate in the most strategic way (often using trusts) while leaving companies with enough accessible assets to maintain their lifestyles. Pensions: Pensions will be a cornerstone of the overall financial plan as a higher earner. There is the potential for organizations to benefit from higher or additional rate tax relief, and the organizations may want to supplement any workplace pensions with their own arrangements, such as a Sipp. Companies can maximize the benefits of the pension by consulting with their wealth manager. Organizations may, however, be subject to both annual and lifetime pension allowances. Companies can avoid a hefty tax bill by ensuring that they don't exceed these limits accidentally. ...Read more
Faster transactions and shorter queues at the checkout are the most significant advantages of contactless payment. Within the contactless payment arena, the smart card or contactless card is the most adopted mode of payment. It is possible to use them in many ways, such as credit and debit cards, smartphones, smart cards, key fobs, or wearables. Contactless payments can be made using Samsung Pay, Apple Pay, Google Pay, Fitbit Pay, and any other bank mobile application that supports contactless mode of transaction. Speed Contactless payments take 15 seconds and are twice as fast as standard cards. Less cash processing and handling speed up transactions, improve turnover and reduces lineups. As pin codes are no longer needed and transactions merely require a tap on a scanner, workers can redistribute to improve customer service and retail experience. Secure If a customer loses their card or gets stolen, they can quickly freeze the account or notify their bank, which will cancel unauthorized charges. As the card merely needs to be tapped, the danger of fraud or theft is more significant. Built-in protection ensures that the same transaction doesn't happen twice by accident and that card data and numbers cannot be decrypted if intercepted because unique numbers are used for transactions. Effortless Contactless payments aren't tied to simply cards. NFC readers may interact with phones and related accessories like watches and rings. For instance, Apple Pay's 2014 introduction allowed consumers to pay by phone if they had misplaced or lost their card. The Apple Watch advanced this. Customers can also pay without removing their card from their wallet, making the transaction easier. Customer satisfaction When customers aren't limited by the amount of cash they carry and the efficient payment procedure, stores can enhance throughput and reduce abandoned purchases. For most contactless transactions, no verification or receipt printing is required unless the customer requests it if the transaction is high-value. This reduces the checkout time. Brand positioning and increased revenues By offering contactless solutions, banks improve customer experience, offer added-value services, and differentiate from competitors. New contactless smartcards, like metal cards, can target VIP and rich clients. ...Read more
AI payment solutions are reshaping how consumers and businesses conduct financial transactions, offering faster processing, improved security, and personalized financial experiences. The integration of ML, natural language processing, and predictive analytics is creating a seamless and trusted payment ecosystem. The advancements empower organizations to enhance customer experience, reduce operational costs, and future-proof their financial infrastructure. AI accelerates the adoption of embedded finance, where financial services integrate seamlessly into everyday applications like ride-sharing, e-commerce, and digital marketplaces. How is AI Transforming Payment Security and Efficiency? AI enhances payment security by identifying anomalies, preventing suspicious activities, and providing real-time fraud detection. Machine learning models analyze massive volumes of transaction data, device behavior, and user patterns to flag irregularities faster than traditional rule-based systems. The models continuously learn from new fraud tactics, making them adaptive and more accurate over time. As a result, businesses experience fewer false positives, reduced financial loss, and stronger customer trust. AI improves authentication methods through biometric verification, behavioral analytics, and risk scoring. Technologies like facial recognition, fingerprint matching, and voice identification provide secure, frictionless ways for users to approve payments. Behavioral biometrics further strengthens identity assurance by analyzing typing rhythm, mouse movement, or mobile device handling to differentiate between legitimate users and fraudsters. AI accelerates transaction processing by automating payment routing, optimizing authorization protocols, and identifying the fastest, most cost-effective payment channels. AI Transforming User Experience in Digital Payments AI elevates user experience by making payments more intuitive and personalized. Algorithms analyze spending patterns, financial behavior, and lifestyle preferences to deliver tailored recommendations, budgeting tools, and automated financial planning insights. Consumers now receive personalized alerts about spending limits, investment opportunities, and potential savings based on real-time data. The level of personalization strengthens customer engagement and helps users make more informed financial decisions. For businesses, AI delivers valuable insights into customer behavior, enabling more accurate forecasting, dynamic pricing, and targeted promotional strategies. Merchants use AI-driven analytics to understand buying patterns, refine loyalty programs, and streamline subscription billing. The insights allow organizations to create more meaningful customer relationships and improve retention rates. AI is advancing cross-border payments by using predictive models to reduce delays, avoid high fees, and detect compliance risks. Users enjoy faster, invisible transactions without switching platforms, while businesses gain new revenue opportunities and operational efficiency. AI payment solutions are shaping the future of digital finance through enhanced security, intelligent automation, and personalized payments. The advancements create more reliable, user-friendly, and data-driven experiences that benefit both consumers and businesses. ...Read more

Weekly Brief