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The Vice President of Customer Success at Netcore Cloud Africa, Chukwudi Nwokike, stated that hyper-personalisation was the next frontier in customer service for the financial industry, offering a path to achieving business objectives.

According to Nwokike, the era of merely personalising content and messages to customers is over, adding that the approach no longer achieves its intended goals.

“Hyper-personalisation is about reflecting a customer’s daily life, what they do and how they do it. For example, my bank knows the football club I support and, through my transaction alerts and account statements, highlights my spending patterns, trends, and habits,” he said.

Nwokike further explained that hyper-personalisation was driven by real-time data, machine learning, and artificial intelligence, utilising a broad range of data points such as purchase history and customer intent to enhance engagement and satisfaction.

He disclosed that to help businesses, particularly in the banking sector, gain a competitive edge, Netcore Cloud had configured its marketing technology platform, Raman AI, to facilitate seamless hyper-personalisation.

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