Data Analytics Performance Gap Ruins CX in Banking


The mission of building one-to-one communication and engagement is not a new concept. Back in 1993, Don Peppers and Martha Rogers, Ph.D., proposed that organizations could use technology to gather information about, and to communicate directly with, individuals to form a personal bond. The book, The One to One Future: Building Relationships One Customer at a Time, stated that technology had made it possible and affordable to track individual consumers, to understand each person's individual journey, and to provide contextual offers at the optimal time of need. Six years later, internationally recognized best-selling author Seth Godin published Permission Marketing. He built a logical case for creating incentives for consumers to accept advertising voluntarily.