User Experience in wholesale/SME by Santander Spain Qorus-Infosys Finacle Banking Innovation Awards 2024 - Winner
SpainCategory
Reimagining the Customer ExperienceKeyword
Customer experience, Transformation, SME Banking
Innovation presentation
2023 developements to became best-in-class in wholesale/SME: Santander Spain is a leader in SME market, and in the digital arena we are building up month after month our digital capabilities based on our foundations:
1. Hyper personalization: developed capabilities to show only what customers needs/wants with real time personalized offers, bothe for the business and the person who represent the business (legal power, that is fully automated and imbibed in all channels).
2. Keep it simple: with a complex retargeting system that allows the bank to rescue every onboarding or contracting process that is initiated in any channles, that can be retaken by our digital specialist teams.
3. Valued added on data: our customers can personalize shortcuts. Based on data-driven approach, we offer segmented capabilities. Real Time Offers that drives with new creoss selling tools contextualized on different user journeys.
4. Human digital support: with a Contact Center and specialist teams to remotely support customers. Our digital approach is fully imbricated with our physical network; we aim to solve from the channels what we cannot solve in the channels.
(all innovation & developments are presented on the next section: uniqueness of the project)
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