A new customer: more autonomous and aware

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One of the most macroscopic consequences of the digital transformation in banking (and in almost all sectors) is the change in customer status , who, thanks to the tools now at his disposal, has gradually assumed an increasingly active position in the dialogue with brands , arriving at directly and often completely autonomously managing some phases of the process.

These are the so-called self-direct customers , who prefer products and services designed to allow them to carry out a wide range of actions, using personal devices, including mobile ones, and which allow a certain level of independence .

This is the so-called “ consumer empowerment” , which can however israel whatsapp resource be consolidated only if two conditions occur simultaneously:

if the organization implements customized initiatives and projects ;
if the customer trusts the communication and payment systems set up by the company, enough to agree to share sensitive data .
This last reasoning leads us to the third determining factor for the success of loyalty processes in banking, perhaps the main one: trust.



Trust: Respect for data privacy and personalization
We mentioned in a previous article the relationship between information , knowledge and trust , identifying data as the fundamental driver for the implementation of data-driven banking initiatives and trust as the resource that fuels the very existence of banking activity.