Our approach: We worked with cross-functional teams to create the business operating model required to run the decision tool. It transformed their processes; moving from big batch campaigns to highly tailored one-to-one interactions.
We developed and implemented a customer Next Best Action methodology, to provide customers with the right communication at every contact point.
We worked with the business to support operational delivery of the solution.
The results: The customer Best Next Action has been implemented across core online and offline channels, fed by analytical insight. After switching to the new way of working, the bank saw product sales double, based on delivery of the solution into call centres and branches.
2.1 x increase in product sales, based on delivery of the solution into call centres and branches, within 3 months
- Good to great insight
- Building a world class insight team
- Taking next best action from theory to practice
- Online v offline, optimising the mix
- Making the right calls
- Right action for the right customer at the right time
- Getting the right Customer Relationship Management (CRM) for your customers
- Keeping customers engaged
- Bringing the customer to the boardroom