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Your Score:

/100

/20 Data-Driven Marketing

/20 Customer-Centric Advocacy

/20 Operational Effectiveness

/20 Culture and Leadership

/20 Data Utilization Strategy

Congratulations on completing the Future of Banking Diagnostic!

We’ve mapped your answers to the five areas of success.

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Customer-Centric Advocacy

Your Score

/20

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Ideal Rating

State of the Art

Customer Journeys

These financial institutions have a complete understanding of key customer journeys and paths to purchase for each customer segment. These insights are routinely communicated and understood, and they inform business processes and investment decisions at each level of the organization. The financial institutions systematically measure customer behavior and satisfaction across key journeys, and use those insights to drive initiatives that accelerate customer acquisition, improve retention, and grow share of wallet.

Guide and Educate the Customer

These financial institutions use customer data for insights into customer behavior, personal preferences, and demographics to better understand their financial wellness. They then use those insights to recommend services, products, and information that is relevant, timely, and beneficial.

Financial Wellness

Leading financial institutions begin with understanding the state of their customers’ financial wellness. From there, all products and services are chosen based on the true financial needs of customers. Success metrics are aligned not with product sales, but improvement in the financial stability of customers.

Relational Measurement

Key customers get regular opportunities to provide feedback on the overall relationship. Feedback is seamlessly connected to behavioral data, allowing leaders to anticipate attrition and identify opportunities to drive additional purchase behavior. Automated alerts ensure leaders are aware of potential issues before they occur.

Data-Driven Marketing

Your Score

/20

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Ideal Rating

State of the Art

Rich Customer Insights

These financial institutions have high data quality, leading to rich and accurate customer insights. Dynamic sampling and distribution testing across multiple channels lead to consistent improvements in response rates. Data is used to drive strategic and tactical execution.

Contextual, Targeted Marketing

These financial institutions execute data-driven, personalized messages to customers resulting in industry-leading response rates. Campaign performance data is collected and used to improve and inform an evolving marketing strategy.

The marketing team within these financial institutions not only consumes rich and clean data, but also provides actionable insights they have collected to the rest of the organization. They partner with business units to inform and build valuable product, service, and technology enhancements.

Relevant And Delightful Customer Experience

These financial institutions use digital channels to interact with customers and provide them with meaningful, timely, and relevant recommendations that address their financial needs.

Operational Effectiveness

Your Score

/20

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Ideal Rating

State of the Art

Optimized Processes & Systems

These financial institutions have a technology team that is diligent in ensuring their systems are updated with the most recent releases. They also proactively look for new technology solutions that have the ability to scale and support ever-evolving customer expectations and demands.

Everyone Serves the Customer Directly

Leading financial institutions recognize and value the opportunity to delight their customers and take personal responsibility for their impact on that experience, regardless of their daily tasks. Teams are encouraged to think about their processes through the lens of the customer experience and look for ways to improve their interactions.

Continuous improvement

These financial institutions encourage innovation and continuous improvement where improving the work, is the work. The result is a program that is constantly evolving and improving from within. Expertise is cultivated internally, resulting in a destination for world-class talent and market-leading innovation.

Culture and Leadership

Your Score

/20

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Ideal Rating

State of the Art

Truth Seeking

Top financial institutions seek input and feedback from all participants, regardless of their position or title. They challenge personal assumptions and gut instincts to find the right data that creates mutual value for the customer and the organization.

Objective

Leadership within top performing financial institutions empowers employees to solve problems and trust their expertise. They are driven not by their personal gain and benefit, but by the growth of their team and the benefit to the customers.

Alignment

Everyone in the organization understands the mission and knows how their role contributes to the accomplishment of that mission. The company has the right tools to understand their customer needs as well as the ability to create the necessary changes.

Data Utilization Strategy

Your Score

/20

Chart

Ideal Rating

State of the Art

Data Democratization

Relevant, insightful customer data is shared and utilized across multiple business lines. Data is understood, valued, and leveraged within all business lines to achieve business objectives and improve the customer experience.

Advanced Analytics

These financial institutions have a full understanding of the behavior, priorities, and sentiment of each core customer segment. Customer data is aggregated and used to understand underlying root causes and model the financial implications of potential initiatives. Leaders are able to formulate upsell and cross-sell strategies based on a dynamic assessment spanning customer, operational, and financial information.

Data-Driven Empowerment

These financial institutions empower employees with access to the data needed to achieve their business line objectives, combined with an understanding of how to use the data more effectively. This creates an environment where everyone feels they have the freedom and tools to support their customers and more effectively run their branches or cost centers in a way that supports organizational goals.

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Learn more about how your financial institution can become state of the art across the five areas of success

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