PERSONALISATION IS KEY FOR FINANCIAL SERVICES COs PART 1

Publish date:

• 9th November, 2022

The expectation of audiences has changed drastically in the last couple of years. A revolution in customer service has come about thanks to the larger players in the market. These include the premier search engine as well as the America based premier e-commerce website. Personalisation of content and even hyper personalisation along with top quality user experience are the main pillars of these changing expectations from clients. This shift in expectations is sweeping through every industry. The financial services is a sector is not immune from it confirm Salesforce Platinum Partners. They key to their success is comprehending the unique requirements of each client as well as providing customised solutions, services and so on. 

• At the very beginning it is important to state that content personalisation is a collective effort of every department in a firm. As financial institutions strive to build their relevance and relationships, hyper-personalisation will be key. Clients look for experiences & suggestions that are customised to their requirements state Salesforce Platinum Partners. They demand personalised service that is smooth on varied channels. They wish to be respected with empathy and have their questions replied to us satisfactorily at the earliest. 

• Hyper-personalisation should when a client begins their journey—when a company, product, or service is introduced to the client. Leverage personalised content & journeys to nurture leads & onboard clients. Through Salesforce and Salesforce Platinum Partners, dispatch personalised messages that are relevant and hold the audience’s attention. This customised strategy bears fruits in the long run. Focusing on clients in a hyper-personalised manner refers to going beyond legacy client segmentation criteria. It may include delivering relevant offers or suggestions in tune with what the client is browsing or transacting on their cell phone banking app. It may also include launching customised notifications to clients to make them aware of new product, service, or asset (e.g., e-book, video) based on segmented criteria. 

• In situation when hundreds / thousands of clients with varying profiles exist, how does one attempt hyper personalisation?  Salesforce Interaction Studio deployed by Salesforce Platinum Partners aids by collating behavioural analytics & advanced machine learning to offer a holistic view of every client. Using these insights, brands provide relevant & customised experiences across the client journey.  

• A good way to enhance customisation is via client journey mapping— curating a visual story of the client’s engagement with a brand across channels & touchpoints. With Salesforce Journey Builder and Salesforce Platinum Partners, financial services brands can replicate the customer journey from first engagement to buying and more.  The solution by Salesforce Platinum Partners uses client information from all mediums to curate customised messages, while improving their journeys derived from present & forecasted behaviours. Resultant is a client experience that is focused & connected via touchpoints state Salesforce Platinum Partners. 

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About the Author

Anand Sharma

Anand is a Salesforce Evangelist, joined the Salesforce ecosystem in 2014 helping customers to be successful with Salesforce, and joined Codleo to share the goodness with even more developers all around the world. He is based in New Delhi, with his wife, and he tries to escape summers every chance he gets.