Barclays Bank was already benefiting from the ways that digital banking created efficiency across many of their customer engagement operations. The case for online and mobile app channels for customers to engage, perform transactions and conduct servicing actions was clear: customers who had a good relationship with the bank and were good at managing their finances were happy to use the channel. This in turn provided a more cost efficient operation to the bank than branch or telephone banking. The question was raised, could this also be made true for customers who were in financial difficulty, and for whom the bank had to provide a costly labour-intensive collections operation? Barclays Bank were already aware that customers who fell into arrears also fell out of using their digital services, which were just not set up to help them through the steps that they needed to take. Barclays Bank selected our digital banking platform, and our digital banking experience, to build a new, innovative and compliant experience designed specifically for customers who were in arrears.
The Top 10 Latest Trends in Digital Customer Engagement
Six brand case studies that proved the value of customer experience – Marketing Week
The company needed to adapt to changing HCP and patient expectations. Rainmaker multichannel CLM was rolled out across divisions and markets to: create better customer experiences; improve market insights; and produce actionable data. Personalized customer dialogues, improved data capture across stakeholder groups, divisions and geographies. A major life sciences company — operating throughout pharmaceuticals, consumer health, agriculture and animal health - experienced significant changes to their business environment. Both HCPs and patients had changing expectations to the value provided by the company — wanting more relevant and timely communication and services. At the same time, innovative competitors had focused on proving value-based outcomes and delivering digital services.
Case Study: Avast – Customer Experience-led Strategy
The client helps companies that auction, rent or otherwise manage physical assets through technology. Many of their clients are leaders in their fields. The physical assets managed by their clients are diverse, including fine art, automobiles, real estate, heavy equipment, livestock, commodities, collectibles and much more. All of these assets have financial importance and are central in various transactions, the client provides the technology that helps to optimize those transactions. Other applications integrated with the thick-client application through Corba channel messaging, which was slow and hard to maintain.