Gartner Research

Empathic Banking: CIOs Can Drive New Revenue by Anticipating Customers' Needs

Published: 27 April 2017

ID: G00323282

Analyst(s): Stessa Cohen


Empathic banking uses digital technology to identify important moments in customers' lives and trigger actions to support them. Bank CIOs can use their digital banking platforms as foundations for orchestrating these customer interactions and driving new revenue.

Table Of Contents
  • Key Challenges
  • What Is Empathic Banking?


  • Provide Seamless Product and Service Delivery for the Customer by Eliminating Transaction and Channel Focus
    • Recommendations
  • Create a Digitally Empathic Relationship With Customers by Developing an Understanding of Them Across All Channels, Touchpoints and Devices
    • Recommendations
  • Create Business-Moment-Driven Roadmaps for Empathic Digital Products and Services That Leverage Data and Drive Revenue by Recognizing and Addressing Customer-Specific Needs
    • Extending Empathy Across the Lines of Business
    • Recommendations

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