Of all the businesses people interact with on a daily basis, financial services firms generally hold the most personal information. This might suggest that banks, insurance companies and other financial institutions have a big leg up on other industries in deeply understanding their customers’ needs, wants and behaviors. Yet this does not seem to be the case. There are two likely explanations. First, some financial services firms have been reluctant to use data that might be perceived as privileged. Second, banks tend to follow traditional organizational models with information sequestered in silos. This is beginning to change, according to a global survey among executives conducted by the Economist Intelligence Unit (EIU) with sponsorship from SAS.
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