SEIok Evolution: our path towards excellence in customer experience Qorus Banking Innovation Awards 2016 - Winner

Recent internal activities in Intesa Sanpaolo have generated relevant changes and innovations for SEIok, the comprehensive tool used to monitor and evaluate branch performances in terms of excellence offered to customers. Considering the new edges and features developed, like the introduction of an employees dedicated mobile app and gamification logics, SEIok represents now a key component in branch rewarding schemes and aims to spread the importance of offering a high quality service to customers. SEIok, in fact, takes into consideration multiple KPIs and different customer segments in order to evaluate and consequently to reward branches more accurately. The user-friendly concept of the new tool has been designed and conceived in order to detect key drivers of excellence and to deliver level-specific information about main areas of improvement. Moreover, the renewed SEIok is fully customizable according to user’s profiles (seniority level, management roles, etc.), providing tailored highlights to branch managers and HQ executives. For example, executives operating at the highest level of the organisation have full access in monitoring results and performances filtered by region, district and single branch. Otherwise, branch managers have limited access and are allowed to consult exclusively results and figures regarding the branch they are in charge of.