How banks are using customer data for personalized experiences

If you’re a Capital One customer, an alert from the bank no longer just means there could be fraud on your account. It could actually mean the bank is trying to tell you that your cable company has increased the charges — and your bill has gone up.

Capital One’s Second Look program, a service the bank offers to monitor customer spending habits, can give detailed insights into expense patterns of customers, beamed through push notifications. It’s all part of a trend towards personalizing the customer experience. As data analytics technologies advance, banks and personal finance startups are using customer behavior data to tailor product recommendations and offer insights about spending behavior. They’re also looking at how customers engage with the content that’s presented — for example, how long they spend reading a blog post — to figure out how to improve the customer experience.

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