Primacy in Practice: Capturing Wallet Share With AI
Customer relationships are increasingly fragmented. Winning primacy now means being present at every moment of need, not just holding the main account. This guide distills takeaways from a recent panel session with industry experts, discussing practical steps that any bank can take to increase share of wallet.
In this report you’ll learn:
- How fragmentation is raising new hurdles as more activity takes place outside the bank’s channels and across multiple providers.
- Where today’s blind spots live and why limited visibility into external customer activity makes it hard to detect signals.
- How to act quickly moving beyond lagging indicators so you can spot churn signals early and take appropriate action across the full customer lifecycle.
What’s inside:
- Emily Gessner, Senior Vice-President & Head of Consumer Digital, KeyBank — Day-zero activation, early engagement, and primacy in practice.
- Ron Shevlin, Chief Research Officer, Cornerstone Advisors — Defining primacy and why a data-driven approach matters.
- Michael Bernard, Senior Analyst, Celent — Why more interactions happen “offsite” and what that means for measurement.
- Puneet Malhotra, Chief Revenue Officer, Personetics — Shifting from reacting to lagging signals to earlier, proactive action.
