Insider’s Solution to Personalization Challenges in the Banking Space

Another survey by PwC shows that 82% of participants express willingness to provide personal data in exchange for enhanced experiences, and 73% consider experience a significant factor in their purchasing decisions, ranking just behind price and product quality.

Despite such a growing need, most banks don’t deliver the hyper-personalized service their customers expect.

Banking and financial services struggle with fragmented customer data, disconnected channels, and marketing systems that require IT intervention for even basic personalization efforts. Meanwhile, their customers grow increasingly impatient with generic offers, irrelevant communications, and experiences that fail to recognize their unique financial needs.

Banks now face a simple choice: Adopt advanced personalization or watch customers steadily leave for competitors who better understand their needs.

Insider solves these challenges by unifying customer data across all touchpoints, enabling automated personalization at scale, and providing you with the tools to create seamless omnichannel experiences. 

With our industry-leading Customer Data Platform (CDP), AI-powered personalization engine, and Banking Journey Orchestration Suite, we’ve helped leading financial institutions achieve personalization that drives measurable business results, without the complexity, high costs, or technical dependencies.

This guide will walk you through how banks can provide hyper-personalized customer experience with Insider.

How Insider solves hyper-personalization challenges in banking

There are critical challenges most banks face in delivering hyper-personalized service: Scattered customer data across disjointed systems, inconsistent multi-channel communication, security requirements, and complex technology integration.

To overcome these obstacles, banks need a comprehensive platform that unifies fragmented data, ensures consistent experiences across all touchpoints, maintains strict compliance, seamlessly integrates with legacy systems, and drives organizational transformation.

This is where Insider’s unified platform comes in. Insider brings customer data together, personalizes interactions across channels, handles compliance requirements, connects to legacy banking systems without extensive IT projects, and gives marketing teams the tools they need to create better customer experiences on their own.

Let’s explore five important ways Insider helps overcome these obstacles and ensures consistent customer experiences across all touchpoints. 

1. Unifying data across channels

Insider’s Customer Data Platform (CDP) is built to aggregate and unify customer data from any source — including customer relationship management systems (CRM), content management systems (CMS), core banking systems, payment processing systems, loyalty platforms, and other legacy banking technologies.

That way you can create accurate 360-degree customer views that update in real-time as customers interact with your website, mobile app, emails, and physical branches.

To give you a better understanding, let’s say a customer applies for a loan online and follows up in a branch. Without unified data, branch staff would have no visibility into the customer’s online application progress, causing frustration and repetitive information gathering. 

By using Insider, the customer profile and application progress are instantly updated across channels, letting branch staff pick up exactly where the digital experience left off for a truly seamless experience.

The best part? Even anonymous visitors browsing your banking website can be tracked and engaged with personalized offers. 

1. Delivering hyper-personalization across channels

Insider’s omnichannel journey orchestration lets banks orchestrate timely engagement across multiple touchpoints, with triggered messages that respond to specific customer behaviors—whether they’re completing a mortgage calculator on your website, browsing investment options in your mobile app, or abandoning loan applications.

To put it simply, a retail bank using Insider can identify customers likely to qualify for premium credit card upgrades based on spending patterns, account balances, and credit history. 

Our platform then automatically orchestrates a personalized cross-channel campaign to deliver consistent messaging through each customer’s preferred channels:

• Push notifications for frequent app users
• Personalized emails for digital-first customers
• WhatsApp messages for mobile-centric clients
• SMS for customers who prefer text communications
• Branch visit alerts for relationship managers to discuss options in person

This unified approach removes the fragmentation that comes to pass when using separate tools for each channel. That means you can ensure customers receive consistent experiences regardless of how they interact with your organization.

The true power of Insider’s omni-channel orchestration lies in creating end-to-end customer journeys that span multiple touchpoints and anticipate needs before they’re expressed—like identifying customers approaching retirement and delivering relevant financial planning resources through sequential, cross-channel engagement that significantly improves satisfaction while increasing product adoption rates.

3. Optimizing customer journeys with Journey Orchestration

Most banking organizations struggle with disjointed customer experiences where different teams manage different channels—one team handles email, another manages mobile communications, and a third oversees website interactions. 

Insider solves this challenge by bringing together the most extensive set of personalization capabilities for websites and mobile apps, as well as for channels like email, SMS, WhatsApp, push notifications, and more.

Unlike other vendors, Insider effortlessly connects web and app interactions as part of its journey orchestration to ensure real-time monitoring of different touchpoints and triggering personalized experiences across channels.

That means your customers receive a consistently relevant experience across every single marketing touchpoint—from email to SMS to WhatsApp.

For example, a bank can create a mortgage application journey that adapts based on customer behavior. If a customer begins researching mortgage options but doesn’t start an application, Architect can automatically trigger a personalized email with relevant information. 

If the customer then starts but abandons an application, the journey can shift to sending a mobile push notification offering assistance, followed by an SMS with a direct link to resume the application.

The entire process is powered by comprehensive customer data and controlled through a simple drag-and-drop editor that makes complex journey creation accessible to marketers without technical expertise. 

You can leverage Insider’s versatile segmentation options to precisely target customers based on their financial behaviors, account balances, product holdings, and even AI-powered predictive characteristics like the chances of accepting a specific financial product.

4. Boosting engagement with comprehensive AI solutions

The global conversational AI market is growing at a compound annual rate of 22% and expanding from $13.2 billion in 2025 to $49.9 billion by 2030. 

This massive growth indicates financial institutions that don’t invest in conversational AI solutions will have a hard time retaining customers as they are likely to switch to smarter, more responsive banking services.

Insider’s Conversational AI transforms how banks interact with their customers, providing immediate and personalized financial guidance and support at scale.

For banks, Insider’s conversational AI solution delivers multiple strategic advantages:

1. Faster response times to financial queries: Customers receive instant responses to account inquiries, transaction questions, and product information requests—critical in financial services where timely information impacts important decisions.
2. Improved financial guidance: Insider’s AI can quickly access customer financial profiles to provide tailored product recommendations and personalized financial advice.
3. Proactive financial wellness support: The platform leverages customer data not just to respond to inquiries but to proactively offer relevant financial insights, savings opportunities, or investment recommendations based on spending patterns and life events.
4. Streamlined application processes: Conversational interfaces simplify complex financial applications, guiding customers through mortgage pre-qualifications or loan applications with contextual assistance at each step.
5. Reduced pressure on banking support teams: Automating routine financial inquiries allows human agents to focus on complex financial advisory services.

Most AI solutions in the market today only address a single part of the puzzle, forcing marketers to invest in different solutions, leading to higher degrees of complexity and discrepancies.

However, our Generative AI solution, Sirius AI™ marries the power of extensive language models and sophisticated machine learning algorithms to drive productivity and profitability much faster than other players.

Banking communications require precise language that balances regulatory compliance with effectiveness. Sirius can generate compliant financial messaging through simple prompts like “Create an email campaign for retirement planning services with a reassuring tone while following financial advisory regulations.”

That’s not all. 

Sirius powers two-way conversations about complex financial topics, which means banks can deploy AI assistants that help customers understand mortgage options, investment strategies, or account features without human intervention.

To top it off, you can reduce the significant resources typically spent on optimizing campaigns. 

Sirius continuously tests and refines messaging, channel selection, and send times to maximize engagement with sensitive financial communications.

The impact of Insider’s solutions in the banking industry

1. Increased retention: Personalized journey keeps customers engaged

When banks deliver experiences that recognize customers’ unique financial situations, they create emotional connections that transcend transactions and build powerful loyalty that competitors cannot easily replicate.

Let’s take Etiqa Insurance for example. By implementing Insider’s personalization capabilities, they delivered individualized homepage experiences across web and mobile platforms. 

They segmented customers based on specific financial needs and behaviors, then used Insider’s experimentation features to customize homepage banners showcasing financial products aligned with each visitor’s browsing history and financial profile.

The results were substantial: Conversion rates improved by 118% over the next quarter.

Beyond acquisition, Insider helps financial institutions understand customer drop-off patterns and implement effective retention strategies that maintain engagement throughout the customer lifecycle.

2. Higher conversions: AI-driven targeting ensures customers receive relevant offers

With customer experience emerging as the key differentiator for financial services, banks must deliver relevant offers at the right moment across all channels. Insider’s platform orchestrates customer journeys, and each interaction builds intelligently on previous engagements.

When a customer explores mortgage options on a bank’s website, Insider automatically triggers a personalized journey with educational content, personalized rate calculators, and timely follow-ups tailored to their specific interests and behaviors. 

This targeted approach significantly increases conversion rates by meeting customers with relevant offers precisely when they’re most receptive.

Marketers in banking can control these sophisticated journeys through an intuitive drag-and-drop builder, eliminating technical dependencies while maintaining complete oversight of the customer experience.

3. Operational efficiency: Automation and AI reduce manual work, saving time

Using Insider’s customer data platform, banks can automate redundant tasks to improve operational efficiency and productivity. Insider’s AI capabilities can automatically generate highly effective marketing content for financial products and services. 

Our customer data platform eliminates manual data integration work, while Smart Recommender automatically delivers personalized product recommendations across all channels—increasing conversion rates without requiring manual audience segmentation or content creation.

Insider’s AI-powered journey orchestration tool enables banking marketers to build sophisticated customer journeys that adapt automatically to individual behaviors. 

For mortgage applications, the system intelligently triggers follow-up communications based on application status, whether customers have started an application, abandoned it midway, or need to submit additional documentation, without requiring manual campaign management.

These automation capabilities help marketing teams drive growth and customer loyalty while maintaining banking security and compliance standards, freeing valuable resources for strategic initiatives rather than repetitive tasks.

4. Improved customer satisfaction: Seamless personalized experience builds trust and satisfaction

Unlike generic tools, Insider enables banks to segment customers with unparalleled precision and deliver truly individualized experiences across all banking touchpoints. 

By customizing homepage banners, product recommendations, and offers based on each customer’s financial profile and behavior, banks create experiences that demonstrate a genuine understanding of customer needs.

Insider’s standout capability is maintaining consistent personalization across web, mobile, email, SMS, and in-branch experiences. This omnichannel consistency eliminates the frustrating disconnects where customers must repeat information or restart processes when switching channels. 

The result? Insider’s banking clients achieve customer satisfaction scores 38% higher than industry averages by creating the reliability essential for building financial trust.

Achieve banking personalization at scale with Insider

Today’s consumers aren’t generic customer experiences. They want something more personalized to their needs. When they get that level of personalization, they’re more likely to complete a purchase, recommend a brand, and express loyalty. 

However, delivering hyper-personalized service comes with setbacks. Insider’s helps you overcome challenges banks face in delivering personalized experiences by:

• Unifying fragmented data across systems to create comprehensive customer profiles
• Enabling consistent omnichannel journeys across digital and physical touchpoints
• Delivering AI-powered targeting that matches customers with relevant financial products
• Empowering marketing teams with intuitive tools that eliminate technical dependencies

Ready to use Insider to personalize every customer touchpoint? Schedule a demo with our expert team to transform your banking experience with Insider.