Analytics at the Heart of the Customer Experience, 150 European Retail Finance professionals respond | FC Business Intelligence

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The Customer Finally Comes First in Retail Financial Services- 76% of retail financial professionals feel that their organisation will increase their investment in the area of analytics over the next 12 months.

FC Business Intelligence has recently published a complimentary 17-page white paper ‘The Customer Finally Comes First in Retail Financial Services’ that focuses on the fundamental role data and analytics currently play for the retail financial services industry.

Based on The State of Customer Analytics & Insights in Retail Financial Services, 2015 Survey results which feature in the white paper, over 76% of retail financial professionals feel that their organisation will increase their investment in the area of analytics over the next 12 months. Another 83% say that they are already seeing some returns from the changes that they have made to their business

The majority of those surveyed believe that using analytics to create an omni-channel experience for the customer is the key object to improving the customer experience. However, only 7% feel that these changes mean that they are doing well to improve the customer experience; while, 87% said that improving the customer experience is the number one priority for their organisation in 2014/2015.

The white paper explores what this transition phase means as retail banks, building societies, credit unions, general insurers and alternative lenders square up to customer-centric demands over product centric sales strategies.

As 53% of retail finance professionals surveyed feel that analytics is important across the entire business, the white paper also looks at its functionality as business units redirect their focus.

‘The Customer Finally Comes First in Retail Financial Services’ white paper including full survey results is now free to download, click here.

About FC Business Intelligence:

FC Business Intelligence has been around for over 20 years and provides news, reports and events services across 30+ industry verticals. Our Financial Services Analytics department has now run several different events including a US and UK version Banking and Insurance Analytics events which have been extremely well received across the banking sector.

Brittany Marshall, Head of Marketing, Financial Services Division, FC Business Intelligence
W: http://www.customer-analytics-in-finance.com | T: +44 (0) 207 422 4369 | E: bmarshall(at)fc-bi(dot)com

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