Personalization scores with HNWI & YP

Ghulam Haidar Rasooli, Chief Financial Officer at Afghanistan based Ghazanfar Bank, reveals the impact of personalization and future roadmap:

- smriti

Smriti Pandey: In today’s scenario, how does the return on investment (ROI) on personalization compare with the cost of personalization at Ghazanfar Bank: 1. ROI rising faster than cost 2. ROI rising slower than cost 3. ROI and cost rising equally.

Ghulam Haidar Rasooli: At Ghazanfar Bank, the return on investment (ROI) on personalization is rising faster than the cost. As we continue to invest in personalized banking services and products, we are observing a stronger connection with our customers, leading to higher retention rates, increased cross-selling opportunities, and enhanced customer satisfaction. These outcomes have contributed significantly to our ROI, outpacing the incremental costs associated with developing and implementing personalization strategies. Our commitment to leveraging data analytics, customer feedback, and market insights has enabled us to fine-tune our offerings and deliver tailored experiences that resonate with our diverse customer base, particularly in the dynamic Afghan market. This focus on personalization is proving to be a key driver of our financial performance, justifying the investment as ROI continues to outstrip costs.

Give one or two examples of intelligent personalization that your organization has done recently.

At Ghazanfar Bank, we have recently implemented several intelligent personalization initiatives aimed at enhancing customer experience and engagement.