The banking landscape is in constant flux, making it imperative for financial institutions to find solutions that help maintain their competitiveness in today’s market. The strength of digital sensory technology lies in its ability to detect customer needs by leveraging advanced tools and methods to gather, analyze, and interpret customer behavior, preferences and interactions.
Compared to a passive website, an active website helps detect and quantify signals such as website navigation, time-on-page, issue and error detection, and monitor activities and events. By incorporating digital sensory technology into their operations, banks can leverage automation to analyze signals and rapidly respond to customer needs by providing relevant and timely information. Moreover, solutions that have digital sensory capabilities can assist banks with offering the correct products and services that meet a customer’s identified needs while resolving issues and enhancing the customer experience.
The digital sensory process can be broken down into three steps:
Detecting - From the first time a user visits the institution’s website, digital sensory detects and identifies the user to track navigational behavior and time-on-page, content engagement, and product content interaction. These signals communicate consumer interest and needs.
Quantifying -Intelligent lead generation quantifies these signals to measure their purchasing propensity.
Responding - When the propensity score reaches a configured threshold, relevant and timely customer engagement deploys through various methods and media based on preferences, segmentation, and complexity to optimize acquisition success.
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