At a time when customers are ready to shift loyalty at the drop of a hat, acting on customer preferences can maximize a bank’ s competitive edge, allowing it to offer specific customer- centric products before the competition does. Once a customer’ s profile is consolidated, it is a simple matter of interpreting her requirements and delivering on them as quickly as possible. Banks must also use their integrated customer profile to sort out customer irritants as quickly as they occur . Integration of a bank’ s multiple channels helps provide a 360-degree profile of customers, their interactions, accounts, transactions, and.
