Financial Institutions’ Future Success Requires Providing an Outstanding Customer Experience

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New research from Mercator Advisory Group examines advantages of analytics and omnichannel banking for banks and credit unions.

One of the 15 exhibits in the report

The combination of increased outreach and enlightened engagement offers a future where customer needs are readily apparent, and the overall customer experience is informative, enjoyable, and insightful.

In new research, Improving the Customer Experience Through Analytics and Omnichannel Banking, Mercator Advisory Group reviews the trend for banks and other financial institutions to leverage analytics and real-time, 360-degree views of the customer to create an outstanding customer experience to encourage increased engagement and customer loyalty.    

“The combination of increased outreach and enlightened engagement made possible by deep integration and native interoperability, augmented by robust enterprise marketing and analytics capabilities, offers a future where customer needs are readily apparent, and the overall customer experience is informative, enjoyable, and insightful,” comments Ed O’Brien, director of Mercator Advisory Group’s Banking Channels Advisory Service and author of the report.

Highlights of this report include:

  • Primary data on consumer preferences for interaction with banks
  • Components of what Mercator Advisory Group terms an analytical customer experience (ACE) solution
  • Function of analytics in truly understanding banking customers’ wants, needs, and likely behaviors
  • Profiles of example solutions available in the market

This report is 22 pages long and has 15 exhibits.

Organizations mentioned in this report include: ACI Worldwide, Apple, Bank of America, Best Buy, D+H, eBay, FICO, FIS, Fiserv, Macy’s, Moven, Nordstrom, SAS, and Simple (BBVA).

Members of Mercator Advisory Group Banking Channels Advisory Service have access to this report as well as the upcoming research for the year ahead, presentations, analyst access and other membership benefits.

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For more information and media inquiries, please call Mercator Advisory Group's main line: (781) 419-1700.

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About Mercator Advisory Group
Mercator Advisory Group is the leading, independent research and advisory services firm exclusively focused on the payments and banking industries. We deliver pragmatic and timely research and advice designed to help our clients uncover the most lucrative opportunities to maximize revenue growth and contain costs. Our clients range from the world's largest payment issuers, acquirers, processors, merchants and associations to leading technology providers and investors. Mercator Advisory Group is also the publisher of the online payments and banking news and information portal

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Brent Watters
Mercator Advisory Group
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