Innovative Western European financial institution

Introduction

One of the largest banks in the Netherlands was in the midst of innovative transformational plans to improve customer interaction and customer engagement.

The challenge

In order to differentiate themselves within the market, two strategic challenges needed to be addressed:

How can advanced analytics improve our engagement with current and future customers?

How can we stay relevant and become more relevant for our customers?

What we delivered

Starling Consultancy was asked to provide inspiring analytical use cases to members of the board to assist with understanding and influencing the decision-making process of customers and prospects.

• How analytics can help you to gain better insight at a personal and household level across the different stages in customers’ lives
• How to build personalized and effective customer experiences with concrete examples
• How loyalty programmes can support information gathering and relevance for the customer at the time.
• What is required to carry out such a customer engagement strategy with a capability roadmap

The outcome

Inspirational use cases translated into a concrete phased implementation approach including capability roadmap.

#Customerinteraction #analytical