The financial services industry is experiencing a time of transformation. As customers increasingly turn to digital platforms to handle everything from banking to insurance claims, organizations are finding that their digital experience isn’t meeting their customers’ needs. It turns out that what’s missing from this digital experience, is personalization.
According to a recent Sitecore survey, AI & Digital Transformation: How has COVID Affected CX?, 79 percent of the 100 FSI executives polled reported that they are struggling to achieve business agility despite the content marketing and management tools available today.
The survey also revealed that 92 percent of respondents have started conversations about the value artificial intelligence (AI) technology will bring to their business. AI has become a focus as the FSI organizations plan to navigate breaking down departmental silos to deliver personalized digital experiences across touch points their customers prefer, which is increasingly becoming self-service channels.
It’s clear technologies that help FSI organizations replicate personalized engagements with consumers through digital experience is top of mind, but it’s difficult to know where to start with data practices and content management to consider.
The benefits of AI paired with a robust personalization plan, financial services organizations can see better-engaged customers, more opportunities for cross-sell and upsell, and the ability to leverage insightful data to market products and services at the right time.
“Without AI, marketers pursuing a personalized experience for their customers have mountains of manual work to do,” said Jose Santa Ana, Sitecore Product Marketing Director. “With AI, tasks can be automated by data-driven, human-less decisions, allowing marketers to focus on what humans do best – stellar content creation and creativity.”
Is your FSI organization using AI technology to deliver personalized digital experiences? Learn the roadmap to quick wins and longer-term opportunities with AI in Sitecore’s upcoming webinar: Rethinking Financial Services & CX in the Pandemic era.
