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Customer insight solutions for banking

The challenge

Gain deep insight into customers

A recent IBM survey revealed that 42 percent of the largest national banks’ customers harbor negative feelings about their banks. They have lost trust in these institutions and now demand greater transparency, higher service levels and increasingly personalized products. In order to retain profitable customers and attract new ones, banks require a deeper level of customer insight. The customer insight solutions for banking from IBM can help you understand and predict key customer needs and behaviors so you can market more effectively to customers who are likely to leave, successfully target microsegmented audiences, improve response rates and boost the overall effectiveness of marketing programs.


The solution

Smarter banking makes business sense

Our customer insight solutions can help you capture and integrate customer data from across business lines, products, channels and regions to eliminate data silos and provide a current, accurate and complete view of each of your customers. By building this information foundation and making it available to your staff and systems, you can deliver a more compelling, personalized experience across all touch points including in the branch, at ATMs, over the web, through mobile devices and with your contact center to optimize your customer relationships, sales, service delivery, marketing and performance.

The solutions offer advanced analytics capabilities for gaining actionable intelligence for use across your organization so you can focus on the customer experience as a differentiator and drive profitable revenue growth. This deep insight into your customers is unique to the organization, not easily duplicated and when rolled into market strategy helps you make smarter business decisions every time you interact with your customers.


The benefits

Turning customer information to your advantage

With our customer insight solutions, we can help your financial institution develop the capabilities required to gain valuable market, client and performance insights, improve risk management and create the processes and systems needed to act quickly and efficiently across your most critical functional areas including:

  • Customer experience and customer relationship management (CRM) strategy design: Optimize the experience no matter how your customers choose to bank and develop products and services to proactively meet their needs and demands.
  • Sales and service productivity: Create a service-to-sales culture that increases sales effectiveness by optimizing processes and bringing discipline and consistency to pricing models for commercial business.
  • Marketing and analytics: Take advantage of dashboards and reports to measure marketing results, program effectiveness and return on investment using accurate, up-to-date customer information.
  • Profitability and retail branch performance: Calculate customer profitability and create lifetime value models to guide acquisition programs, service levels and improve branch profitability.


The specifics

The IBM Banking Industry Framework

Our customer insight solutions are enabled by the IBM Banking Industry Framework. This framework combines the power of IBM software with banking-specific software extensions, accelerators and best practices aligned with the needs of your business. We can help you migrate to a more strategic and flexible technology architecture so you can deploy your solution faster—at a lower cost and with less risk. Take advantage of the framework’s structured approach that combines best-in-class industry assets, repeatable software patterns and IBM Business Partner offerings to create a single view of your customers, enable outstanding sales, marketing and service, and drive effective multichannel delivery.



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