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  "documentTitle": "Global Banking Consumer Study Reignite human connections to discover hidden value",
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      "text": "Tailor purpose-driven propositions to customer expectations. Bank of America is a good case in point—it uses customer intelligence to provide personalized collections of deposit and credit products. Its integrated loyalty program has also boosted customer satisfaction—it achieved a 99% retention rate and doubled the number of products held by each customer participating in the scheme.",
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      "text": "Reimagine the role of the branch. Since customers still value branch interactions, banks should not only consider changing the format of their branches—for example, transforming them into advisory centers, self-service kiosks, etc. More importantly, they should leverage technology to offer all customers the personal touch and the kind of conversations which branch managers historically provided. It is essential that these new experiences are designed not in isolation, but as an integral part of the overall experience provided by the bank and its partners.",
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      "text": "Bring branch-like conversations to digital. Make it easier to connect with human advisors or interact with the bank through chatbots with enhanced capabilities. Enable customers to make self-directed and assisted digital purchases. This is already a priority for some banks—for example Intesa Sanpaolo, Italy's largest bank, launched its ‘AI Sales’ program in 2020 to triple the volume of digital sales by 2023. Measures to support this goal include a new marketing and advertising platform that guarantees personalization at scale across the sales funnels, and the removal of silos to drive greater cooperation across functions (including compliance) and channels.",
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