The focus of the retail lending industry in recent years has been on digital account origination at the point-of-sale (POS). Attracting prospects, engaging with them, and originating loans are of course mission-critical activities for any organization. However, the digital POS is only one channel in one part of the credit lifecycle. Long-term customer satisfaction - and customer lifetime value - is driven by cross-channel customer engagement across the credit lifecycle that includes customer retention, cross-sell, utilization and other actions. Optimizing this engagement and elevating customer lifetime value can only be realized by deploying a combination of data, analytics, decisioning, and communications technologies.

This research report will address how financial institutions should approach customer engagement and analytic-driven decisions across the consumer credit lifecycle, and stay engaged with customers for cross-sell, retention, and customer service purposes.