4 banking leaders on achieving success in digital sales

[We] obtain clues about customer’s behaviour, or understand the context from internal and external data, and only make a cross- or up-sell offer when we think that there is a high probability that the customer is in need of a specific product.

Client experience is driven much more by your daily experience when it comes to Amazon, Netflix and iPhone. These companies are changing the way clients expect us to be when they make contact with us.

If we really want to be customer-centric, then we need to be able to put our customer in the middle of an ecosystem that we create for the benefit of that customer.

Cross-selling is fundamental for the profitability of a bank. Often we see fintechs that have a fantastic product, but are not profitable in the end – and the key reason is the lack of cross-selling [ability]

[We] obtain clues about customer’s behaviour, or understand the context from internal and external data, and only make a cross- or up-sell offer when we think that there is a high probability that the customer is in need of a specific product.