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  "documentTitle": "2019 Global FS Consumer Study DACH",
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  "notes": "Includes a hashtag #FSConsumerStudy and footer citation.",
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      "text": "As they introduce greater levels of personalization, it is critical for providers to have offerings that are attractive rather than intrusive, and that customer data is safeguarded at all times.",
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      "text": "Wearable devices",
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      "text": "Personalized services should also demonstrate added value. It is not enough just to tell consumers how they are spending their money. Instead, providers should show them how they can save money and take advantage of offers. Customers should be made to feel that they are genuinely benefiting from the service, for example by receiving reduced charges or relevant promotions. This applies particularly to Traditionalists, who currently show little appetite for personalization.",
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      "text": "In the insurance sector, the “YouDrive” program by Direct Assurance, which is part of the global AXA Group, connects a DriveBox device to the customer’s car that records events during every journey and generates a score after each ride. The higher the score, the lower the premium.5 Elsewhere in the insurance sector, Vitality Corporate Services Limited’s well-established health program gives members points for healthy behavior, which are recorded through wearable activity-tracking devices and can be exchanged for rewards through several participating firms.6",
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      "text": "As they introduce greater levels of personalization, it is critical for providers to have offerings that are attractive rather than intrusive, and that customer data is safeguarded at all times. Given that failure to safeguard data was the second biggest reason in our survey why consumers leave their bank or insurer, providers should be very active in communicating data security measures to their customers to promote trust.",
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      "text": "CUSTOMER ATTITUDES AND PREFERENCES: 2. APPETITE FOR PERSONALIZATION OF SERVICES",
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