FaceToFace app for affluent and high net customers Qorus Banking Innovation Awards 2014

Consumers’ use of digital banking services is booming, while customer expectations are rising shaped by their experiences outside banking. If Nordea is to excel as a relationship bank, how do we build strong relationship and promote dialogue seamlessly across all channels? We have taken the extra step to meet customer relation needs. We made a pilot app with the purpose to increase the attention, attract new customer groups and convince and nudge them to take action. Get them into our “chair”. Our goal is to make the journey from prospect to customer as short as possible.The app contains video technology which allow a customer to get face-to-face with our professional investment advisors with a swipe of the thumb.The prospect can then see and speak with an advisor, while the advisor can share presentations and documents with the viewer. Additionally, the prospect has access to videos which introduce our investment services in a compelling way. To make sure that the app is “alive” new videos on suggested investment strategies are promoted regularily using push technology. In addition to booking meetings using the app, the prospect can also call in ad-hoc without setting up and appointment up front – just as when you walk into a branch office. To realize the idea Nordea teamed up with three external partners, and sat up a new infrastructure internally. The pilot ran for three months, and we are now investigating how to take this further.