This edition focuses on how financial institutions can modernize engagement to move beyond product-centric strategies. It identifies three key issues: insufficient customer insight, outdated technology, and overemphasis on product adoption. Only 28% of leaders prioritize customer lifetime value, showing a disconnect between data and emotional engagement. The guide promotes real-time personalization, modernized tech stacks, and behavioral data use to foster trust and retention. Case studies, such as Wealthsimple, demonstrate how collaboration and human connection drive long-term loyalty.

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