1. Move away from the existing push strategy: A bank that focuses on long term relationship partners with the customers to make their life simpler and better. Focus on the customer, and not the ‘next best banking product' that you could offer her. Align recommendations (if at all any) with the goals that customers have for themselves, and not the other way around.

2. Look beyond simple personalization: A simple personalized birthday message is cliché, do not waste customer mind-space stating the obvious. Getting deeper, developing an understanding of the life stage and the emotions of your customers.

3. Intent decoding and empathy: Know your customer very well, anticipate what could be the challenge they are facing, empathize with them as human. Observe and respond aptly to customers’ emotions.

4. Constant learning and application: Register what you learn through each interaction, apply the tangible and intangible leanings to all future interactions.

As human touch remains vital to many banking customers, the challenge for banks is to deliver high-quality compelling user experience seamless across channels. A bank that moves away from the product mindset and becomes a need-based companion to its customers, is all set for long-term success.