Latest / Banking Transformed with Jim Marous
Future of Bank Segmentation Is Conversational
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…
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