Loyalty 2.0: From analytics to insight to customer engagement for a large Financial Services Institution

Keeping 14 million customers of various interests and preferred services happy and loyal is not an easy task.  The client, a large multi-product financial institution needed to find a competitive advantage within the very competitive and digitally evolving financial services industry.

The client’s executive team worked with Kpability to enhance and craft a digital strategy anchored on the company’s “brick and click” loyalty program.  Having provided extensive customer analytics to the client, Kpability helped redesign the institution’s loyalty program along the principles of customer centricity, using the analytics to redefine the customer experience journey.

Thereafter, Kpability provided an omni-channel marketing automation solution together with customer analytics and campaign management services to help the client transition and execute its redefined customer centric approach to customer engagement.