This holiday season will be unlike any we’ve ever experienced. Despite the uncertainty of whether consumers will spend money during this holiday season, consumers will opt to spend online instead of in-store. McKinsey is reporting that 30-60% of shoppers will shift their holiday shopping to online platforms. Shoppers who purchase through digital platforms tend to have larger basket sizes, which may be a result of not having the same in-store experience. As a result,
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Businesses of all industries and sizes can understand the growing importance of a single, unified customer view. Financial institutions in particular are realizing the advantages of an aggregated representation of customers’ personal data and behavior such as previous interactions, history, purchases, etc. to better serve their customers.
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With the world becoming increasingly digital and customer preferences radically changing, one global top-tier bank found itself handicapped by its complex technology landscape.
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The pace of change in customers’ expectations in an always-on, always-connected world has never been higher.
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Imagine that retailers, banks, and hospitals can access all data about their customers through a single interface––the data might include the last product a customer purchased (retailers), their financial information (banks), or their medical history (hospitals). This concept of a constantly refreshed, accurate, timely customer data layer is known as a 360-degree view of the customer.
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