Results
Personalisation was provided through real-time streaming, analytics and machine learning. This produced a successful Proof of Concept (POC) with all the desired outcomes. The strategy was executed successfully through new technology – developed by Synthesis and powered by AWS.
Successful delivery of this will demonstrate the art of delivering personal touches to customer engagements that will truly enhance the customer experience and improve product economics.
“Building personalisation will increase customer satisfaction, deliver tangible value to customers, and create a platform for valuable interaction. Inappropriate spending will be cut where only appropriate mediums will be used to communicate to customers.” says Jonathan Matus of Synthesis.
Following on from the POC, the roadmap for personalisation will be to build a hyperscale capability that will cater to the full customer base and to respond to a variety of events in real-time. The data models will be developed further to enable machine learning that drives continuous improvement.
The Bank will now focus on an omnichannel experience as opposed to a multichannel experience, benefiting both the bank and its customers.
Matus explains: “There is nothing worse than poorly timed phone calls and inappropriate messaging but there is also nothing better than the right timing for the right message based on your behaviour through mediums you want to be contacted through. It is quite a game-changer.”