The Secret to Creating Successful Hyper-personalization in Banking

Radically Transparent Published: June 16, 2022

Jen Gutman

Matthew Balcerek, recently named in Forbes 30 Under 30, and marketing leader at Debbie takes the hot seat.

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Episode Summary

Over the last decade, the banking industry has been making steady progress in creating personalized experiences. There has been an increase in digital investments focused on an omnichannel approach– improving user experience that focuses on the overall quality of interaction between customer and brand, and not just in a specific channel, but rather multiple channels.

Yet while banks continue to boast digital transformation and continue investing heavily in omni-channel convergence, big data, analytics, customer journey mapping, and user experience, the question remains: how can banks continue to carve out creative, successful, hyper-personalized experiences for their customers?

Dishing on how he is achieving personalized experiences in banking is Forbes 30 Under 30 and Marketing Leader at Debbie, the first debt payoff platform that rewards borrowers for adopting healthy financial habits is Matt Balcerek.

Hot Topics of this episode:

Matt reveals the secrets behind achieving hyper-personalized experiences in banking and what he added to Debbie T&Cs to make the brand more human
Why customer experience teams must shift their focus to be more goal-oriented with personalization as the primary goal
How his experience in the entertainment space (Act III Productions (Sony Pictures), Unique Features, FANMADE) has taught him which unique bonds between brand and customer work well in the fintech space

Meet Matthew Balcerek

Matt Balcerek, a recent Forbes 30 Under 30 lister, is currently leading marketing at US-based fintech – Debbie – the first rewards platform for debt payoff. Throughout his experiences across companies within fintech (Monzo Bank, Finch) and entertainment space (Act III Productions (Sony Pictures), Unique Features, FANMADE), he noticed the value of hyper-personalized experiences that create a unique bond between the brand/artist/movie, and the audience.

In 2021, Matt received an award from Zendesk to recognize the customer experience strategy he created at Finch and a nomination for the “Innovator of The Year” Award at Finovate NYC. His strategy to humanize brands was presented at Cannes Lions and Bank CX Tech Forum.

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Radically Transparent is a podcast geared towards the modern-day B2B marketer. Host Jennifer Gutman and her guests are a mixture of renowned marketing and sales leaders from B2B marketing organizations around the globe.

Each episode shines a light on the inner workings of B2B leadership– including what keeps successful CEOs, CMOs, VPs, and social media teams up at night, professionally. The conversations are real, raw, and authentic, all while revealing to listeners the unfiltered, not-so-known truths of today’s most interesting marketers.

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