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Touching people’s hearts by exploring the world together, all with the aid of cutting edge technology.
Innovation presentation
KBC differentiates itself through its client centric approach by offering a unique, uniform and omni-channel customer experience with a high level of professionalism and personalization throughout all channels.
In this context KBC initiated the ‘Smart Branch’ program, which aims at bridging the gap between the physical and digital world, and as such offer a unique experience.
A key enabler in this initiative is the KBC-Xplore mobile app which combines several technologies ((i)beacon, GPS, BLE, salesforce.com) in order to lead the customer from KBC Awareness to the KBC Branch Experience throughout three steps:
1) Build KBC awareness by supporting sponsored events (e.g. cyclocross event with (i)beacon enabled cyclist tracking, news feed & social interactions enabled by KBC, event info, …)
2) Stay connected by enabling people to locate their friends and valuables (resp. GPS tracking and sticky (i)beacons);
3) Promote branch visits and deliver a unique omni-channel experience before, during and after the visit (e.g. personalized iBeacon enabled welcome message, feedback requests, branch mood monitor for office director, …) The app will be available in Google Play and Apple stores starting from 20th of October 2014. The first 6 events where you can use the app will be Hansgrohe SuperPrestige (2, 9, 16 and 23 November, 28 December and 8 and 14 February).
Uniqueness of the project
Client centricity and a unique, warm customer experience is our focus: to make use of the exponential value of digital in the real world (relevant to every person, client or prospect, involved with our bank insurer), KBC has blended innovation and technology with the latest trends and business context to create an optimal customer experience. Approaching the clients via the mobile channel in cooperation with and throughout the physical, online and contact center channel sets the basis for a sound omni-channel experience. The approach of this project is unique in a way that we have put the customer (journey) at the very centre of our thinking (from Event to Branch visit), which has lead to a unique cross-functional solution which includes elements related Marketing & Communication, Event Management, Digital, Brick & Mortar, IT, Data Analytics, etc. The use of beacon technology in the European financial sector (especially in Belgium) is also definitely something new. Combine this uniqueness with exclusive info and functionalities offered at every KBC event (partly due to the app) to anchor the KBC branches with localized information. Thanks to this application the user is triggered to experience KBC in a new way at KBC events of his/her interest. As such (s)he is seduced to have a similar, unique and great experience in the KBC branches.
