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  • Jag Bachra

Harnessing Customer Data For Personalisation In Banking

The use of customer data is becoming increasingly important in banking as a means of providing personalised services to customers - driving revenue and profitability.

Personalisation in banking refers to the use of customer data to tailor products, services, and experiences to the individual needs and preferences of each customer. This can include offering personalised loan products, investment recommendations, or customised banking experiences through digital channels.

In order to provide personalised services, banks must first have access to trusted customer data. This data can come from various sources, including account transactions, customer interactions, and data collected through digital channels. Banks must then use advanced AI analytics and machine learning algorithms to process and analyse this data in order to gain insights into customer behavior and preferences.

Once your organisation has a comprehensive understanding of their customers, you can use this information to provide personalised services and experiences. For example, a bank may offer a customer a personalised loan product based on their credit history and income, or provide customised investment recommendations based on their risk tolerance and investment goals.

In addition to providing personalised services, the use of customer data can also help banks improve their overall operations and decision-making. Your organisation can harness customer data to identify trends and patterns in core customer behavior, which can help make more informed decisions about product development, marketing strategies, and risk management. However, the use of customer data also raises concerns about regulatory compliance privacy and security. Banks must take care to ensure that they comply with relevant regulations and laws, such as UK/FCA's Consumer Duty and GDPR and implement effective data security measures to protect customer data from theft or unauthorised access. Banks must also be transparent with customers about how their data is being used and provide customers with control over their data, including the ability to access, correct, or delete their data.

The use of customer data and personalisation in banking has the potential to greatly enhance the customer experience by providing personalised services and experiences, and can also help your organisation optimise their operations and decision-making. Additionally, strong controls need to be implemented to ensure the ethical use, security and privacy of customer data and compliance with relevant regulations and laws.

Contact us now on or contact the author: Jagtar Bachra (Quaylogic Data Management Expert)

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