Multi-National Bank
Reference Case: A Multi-National Bank
Optimising premium banking customer experience
Background
For the bank, premium banking customers are its most profitable clients. Therefore, the bank wanted to increase the share of wallet among these customers.
A better understanding of what makes the above customers satisfied was needed. But the method employed by the bank - surveys, - did not give actionable enough insights, as the response rates were low, biased and ambiguous.
Our Solution
AI model quantifying and predicting customer satisfaction drivers
Using existing data from the customer interaction touchpoints in combination with data on banking product transactions and demographics, we were able to identify which KPIs were the most critical.
Outcome
Due to the insights provided by our solution, eight months after it had been deployed, the premium banking customers' satisfaction measured in NPS increased by 2.1 points.