Accelerate your journey by optimizing your customer interactions using Behavior-based Customer Insight for Banking from IBM Analytics.

1. Banking in
the age of the
empowered
consumer
Get ready to provide additional customer-focused banking experiences.

2. Is banking ready to meet
modern expectations?
Mobile, digital and social media are now a way of life.

3. Too often, the answer is no.
Banks are falling behind.
Fewer than half of customers report having a positive banking experience.1
1 Capgemini and Efma, World Banking Report 2015, April 22, 2015.

4. Banks offer mobile banking,
but they can do more.
You already possess what you need to offer a great banking experience.
Unlock the vault of customer data: comprehensive, dynamic, unique.

5. Behavior-based analytics sifts
through the background noise.
Cut through this vast store of data to find actionable information.

6. Gain actionable insights.
Uncover patterns that reveal customers’ individual needs, preferences and intentions.

7. Don’t just serve—engage.
Tailor your customers’ experience to their identity to offer
heightened levels of banking engagement.

8. Back up intuition with hard data.
Relying on basic segmentation to make offers to customers leaves
out the 360° customer view that analytics can provide.

9. Microsegment, target, position.
Pinpoint the right offer at the right time with behavior-based analysis.

10. Millennials change the game.
They’re pushing us to provide a unique experience—for everyone.

11. Seizing opportunities
as they arise
Christine wants to grow revenues from new products and heighten
customer satisfaction in her retail banking business unit.

12. Drilling deep into market segments
Behavior-based predictive models tell Christine that the likelihood
of overdrafts is high in the segment she is examining.

13. Identifying customers by their
behavioral characteristics
Christine selects Michael, a customer whose cash flow
pattern raises concerns about his likelihood of an overdraft.

14. Making the right offer
Christine links to her bank’s
engagement applications to
make an appropriate overdraft
product offer to Michael.

15. Cultivating the relationship
Christine adds value to the relationship by
suggesting tools such as cash flow analysis
and predictive alerts that can help Michael
manage his finances.

16. Earning permission to become
part of the customer’s life
Michael signs into the banking app on his tablet and
sees new content pushed to his home screen.

17. Discovering what’s
really going on
Behavior-based analysis notes
Michael’s high expenditures at
home improvement merchants.

18. Acting with perfect timing
Christine knows it’s time to offer
Michael a home improvement
loan or even a new mortgage.

19. Renewing customer loyalty
Michael is now an informed, satisfied and,
potentially, more profitable customer.

20. Customer Insight for Banking
Accelerate your journey by optimizing your
customer interactions.

21. Enhance your customer insight for
the age of the empowered consumer.
• Boost revenue
• Gain wallet share
• Avoid attrition

22. Take advantage of your data by gaining
insight into your customers’ behavior.
IBM Analytics: Customer Insight for BankingPlease visit

23. Trademarks and notes
IBM Corporation 2015
• IBM, the IBM logo, ibm.com, and the planet icon are trademarks or registered trademarks of International
Business Machines Corporation in the United States, other countries, or both. If these and other IBM
trademarked terms are marked on their first occurrence in this information with the appropriate symbol
(® or ™), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this
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countries. A current list of IBM trademarks is available on the Web at www.ibm.com/legal/copytrade.shtml.
• Other company, product, and service names may be trademarks or service marks of others.
• References in this publication to IBM products or services do not imply that IBM intends to make them
available in all countries in which IBM operates.
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