Case Study

  • Our Experience  /
  • Omni-channel Consumer Banking

The Challenge

A large, global North American bank aims to launch a cutting-edge consumer sales and service channel, offering a personalized, omni-channel experience tailored to customer needs. This initiative seeks to expand the bank's customer base and attract younger demographics.

Solution

Led the transformation to launch a brand-new, customer-centric user experience designed to attract younger consumers and expand the consumer demographic. Developed a product-oriented roadmap to introduce products such as credit cards, deposits, student loans, and others while minimizing disruption to existing customers. The new consumer banking platform supported the entire consumer life cycle, from lead generation to service fulfillment, delivering a consistent omni-channel user experience.

Outcome

Built the lead capture funnel leveraging omnichannel consumer experience to fulfill consumer needs
Reduced consumer servicing costs by 90% through improved consumer experience and self-service improvements
Delivering ‘needs’ based user experience improved customer retention and service quality
Launch of mobile banking helped improve the acquisition of younger customers
Reduced lead generation costs using Internet banking and mobile banking while delivering quality service leveraging a new service platform
Technology/Technique Industry
Mobility, digitization, UX Banking & Finance