Customer Experience research approach at Banco do Brasil enabled greater respondents' engagement, gathered useful insights from multiple feedback channels in real-time, guiding decisions and boosting the customer-centric culture in the organization.
Customer Experience research approach at Banco do Brasil enabled greater respondents' engagement, gathered useful insights from multiple feedback channels in real-time, guiding decisions and boosting the Customer Centric culture in the organization.
Global fintech investment in 2019 reached a record of $135.7 billion invested across 2,693 deals according to KPMG. Singapore is a Big Red Dot on that map with fintech investment on the island having more than doubled in 2019 to US$861 million (S$1.2 billion) from US$365 million in 2018, according to an Accenture study.The definition of bank and banking is being deconstructed and reconstructed. Consumer needs are shifting quickly. And new entrants are making waves with paradigm-shifting innovations. What will the future of banking look like? What can we do to prepare ourselves today? And what is the role of consumer insights and foresight? In this presentation, we will explore the following:- Drivers of change impacting shifts in consumer needs for banking;- Critical uncertainties and scenarios of future banking;- Key imperatives for players of the future and the role of market research.
Learn how to improve time, cost and relevance on research for/with corporate clients.
Learn how to improve time, cost and relevance on research for/with corporate clients.
With this presentation from the Royal Bank of Scotland, you will learn about how customer insights are helping the bank becoming 'Customer Obsessed'.
Research complex banking themes within a financially impaired culture. Can UX research help both business and users to achieve understanding and build a relationship? We wanted to provide an easy to use, simple and intuitive digital channel to low income prospect clients, in order to increase our client base. The challenge was taken and lead by an internal team of UX designers, sponsored by the business area in charge for the digital channels. People with low income may be more reluctant and suspicious about using Itau's digital channels for banking. Reluctance may come from unfamiliarity with technology and lack of affinity with the brand. A Design Thinking approach was used to guide the project throughout five major phases: exploration, synthesis, ideation, prototyping and testing.
Research complex banking themes within a financially impaired culture. Can UX research help both business and users to achieve understanding and build a relationship?
How to rebuilt a B2B business: the Standard Chartered Commercial Banking case study.
Many companies measure brand health from awareness, image and loyalty. These three variables are measured over time, but they do not really help manage brand growth and its contribution to business. We have created the Triple E model, which solves this problem. After a year of academic research involving reading and evaluating all the publications related to brand metrics, we have developed a new model consisting of 3 dimensions: Energy, Essence and Experience of the brand. With this type of model we can tell companies where their brand is, how improving this metric will help business, and how to achieve it - both in terms of content and in terms of the way the brand is experienced.