The banking and financial industry needs to focus on the customer experience as a differentiator. This includes optimizing key operational processes to improve marketing intelligence effectiveness; identifying opportunities through analytics, and gain an enterprise-wide customer view across a range of channels; act on cross-channel customer activity by using detailed rules-based intelligence linked to process and data models; and improving staff productivity and efficiency for better client care.

IBM Business Analytics and Optimization (BAO) offers social network analytics. This solution can help deliver predictive tools to identify opinion leaders and social connections from telephone call behavior patterns and social networking forums. The solution leverages this information for churn prediction, customer clustering, advertisement matching, campaign management, next best action and fraud detection.

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