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.
In this case study, Robert Adams (Vice President Global Human Insights, Visa Inc.) will describe the foundations for transformation the high-tech way, identifying key best practices that can be leveraged by other organizations. Elizabeth P. Morgan (co-founder at Market Logic Software), will share the technological underpinnings for the strategy and an outlook for the quarters ahead. We will see how change management can be flipped on its head with the interplay of behaviour, governance, and technology, to create lasting structural benefits for the research organization and the business at large.
Research is no longer linear and traditional reporting methods are stuck in a moment of time? Atomic Research breaks down knowledge into parts, treating research as small atoms of information that can live independently of large reports. This approach helped our UX team to better manage our research findings, where each observation is tagged with supporting evidence to reuse whenever needed.
This ambitious project involves the development of a powerful tool for the automatic analysis of 100% of the comments of our quantitative surveys always with client centricity in mind. Through text mining models, a machine learning technique applied to non-structured data, we have managed to classify instantaneously the type of comment, the subject and the sentiment. In this way, it is possible to prioritize the most critical items, identify points for improvement and analyze the feasibility of the suggestions offered by our customers.
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?
Based on an in-depth analysis of what life means to Brazilians, we changed the life insurance industry: instead of compensating death, we created a new equation value to reward those who want to live more and live better. Itaú Unibanco (the country's largest private bank) and BOX1824 (a reference for behavioural and innovation trend studies) designed together a daring and innovative project: based on board research, studies and cultural analysis carried out with beta consumers, they began to redesign the insurance business model in Brazil.