Customer Interaction

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    This individual Report Improving the Customer Experience Through Analytics and Omnichannel Banking is available for purchase. This Report is available to members of Mercator Advisory Group’s Customer Interaction Advisory Service. Please be advised that this Report is normally part of a research and advisory service that provides ongoing support throughout the year. As such, this Report contains significant depth of content that is selected for its strategic importance to our members. (For a description of these services, see our Advisory Services section).

    While the Report represents significant analyst time invested, there is no means of our ascertaining if it will fully meet your specific intended purposes. Typically, these Reports form the basis for future discussions with our clients where we are able to fine-tune additional information that we have gathered in the construction of the series of Reports (or locate new information rapidly due to our exclusive focus on gathering information in the payments industry) for specific member needs.

    Unfortunately, in fairness to our paying members, we are not able to offer this level of support for a single Report purchase. We will, however, credit any Research Document purchase against the future purchase price of the service should you become a member within 30 days of purchasing the document.

    The price for individual Report purchases is $2950 per document. 


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Improving the Customer Experience Through Analytics and Omnichannel Banking

Financial Institutions’ Future Success Requires Providing an Outstanding Customer Experience

New research from Mercator Advisory Group examines advantages of analytics and omnichannel banking for banks and credit unions

In the research report, Improving the Customer Experience Through Analytics and Omnichannel Banking, Mercator Advisory Group reviews the trend for banks and other financial institutions to leverage analytics and real-time, 360-degree views of the customer to create an outstanding customer experience to encourage increased engagement and customer loyalty.

“The combination of increased outreach and enlightened engagement made possible by deep integration and native interoperability, augmented by robust enterprise marketing and analytics capabilities, offers a future where customer needs are readily apparent, and the overall customer experience is informative, enjoyable, and insightful,” comments Ed O’Brien, director of Mercator Advisory Group’s Banking Channels Advisory Service and author of the report.

This report is 22 pages long and has 15 exhibits.

Organizations mentioned in this report include: ACI Worldwide, Apple, Bank of America, Best Buy, D+H, eBay, FICO, FIS, Fiserv, Macy’s, Moven, Nordstrom, SAS, and Simple (BBVA).

Members of Mercator Advisory Group Banking Channels Advisory Service have access to this report as well as the upcoming research for the year ahead, presentations, analyst access and other membership benefits.

Highlights of this report include:

  • Primary data on consumer preferences for interaction with banks 

  • Components of what Mercator Advisory Group terms an analytical customer experience (ACE) solution 

  • Function of analytics in truly understanding banking customers’ wants, needs, and likely behaviors 

  • Profiles of example solutions available in the market