Omnichannel Banking

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IBM Event „Personalisiertes Engagement im Bankensektor“

Durch Vernetzung und ständige Verfügbarkeit von Informationen steigen auch die Ansprüche der Kunden. So erwarten beispielsweise die sogenannten „Frequent Flyer“ von „ihren“ Airlines, dass diese wissen, wo sie gerne sitzen und welche Flugpräferenzen sie haben. Viele Kunden im Einzelhandel gehen mittlerweile davon aus, dass sie anhand ihres Einkaufsverhaltens entsprechende Kaufempfehlungen bekommen. Auch im Bankensektor erwarten die Kunden Angebote, die auf ihre Vorlieben und Wünsche zugeschnitten sind, am besten auf allen Kanälen. Banken, die das erfüllen können, können die Kundenbindung wesentlich erhöhen– alle anderen verlieren auf Dauer die Kunden.
Das Zauberwort für den erfolgreichen Umgang mit Kunden lautet Omnichannel: ein kundenzentrischer Ansatz für Kommunikation auf allen Kanälen, basierend auf Daten über die Wünsche der Kunden, aufbauend auf Big Data. Dabei erwarten die Kunden, individuell bedient zu werden und eine Beratung zu bekommen, die sich ausschließlich an ihren Bedürfnissen und Wünschen orientiert.
In einen neuen Whitepaper zeigt IBM anhand konkreter Beispiele, wie Banken eine umfassende Omnichannel-Strategie umsetzen können, und gibt gleichzeitig einen Ausblick auf die nicht mehr so ferne Zukunft.

View whitepaper
Date: 10 September 2015, 9:25 am   |   Provider: IBM Deutschland GmbH   |   Size: 65.9 KB   |   Language: English
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