Your bank has a birth date for every customer and almost no idea who any of them really are.
In this Banking Insights Video, Jim Marous argues that age-based segmentation is failing at both ends of the range, the 72-year-old living on his phone and the 22-year-old who wants a human for her first loan, and that the way forward is a better question. He traces how a date of birth became banking's most overused shortcut, what Bank of America's Erica reveals about expressed need at scale, and why the future of segmentation is a conversation.
The episode covers why within-generation differences now run deeper than those between generations, how a compliance requirement became a customer-strategy crutch, and a repeatable loop any bank can run: Ask, listen, deliver value, and earn the next question.
Hosted by Jim Marous, Co-Publisher of The Financial Brand and host of Banking Transformed. Follow the show so the next one finds you.
Podden och tillhörande omslagsbild på den här sidan tillhör
Evergreen Podcasts. Innehållet i podden är skapat av Evergreen Podcasts och inte av,
eller tillsammans med, Poddtoppen.
