Banking Revolution: eCommerce Strategies in Promotion Engine Qorus-Infosys Finacle Banking Innovation Awards 2024

Livi Bank has developed a next-generation customer engagement program based on the principles of being gamified, personalized, and rewarding. Our objective is to revolutionize customer engagement, making experiences more delightful and interactive, thereby enhancing customer retention and satisfaction.

This initiative was launched with a goal to strengthen our market position by boosting perform in metrics such as Net Promoter Score (NPS), customer deposits, and active user engagement.

Livi Bank has established itself as a pioneer in transforming the banking experience in Hong Kong. We are the first to introduce gamified saving goals, NFT rewards, and wallets, setting a new standard for personalized banking services.

Our inspiration comes from leading tech companies that have successfully integrated gamification and personalized rewards into their user experience, thereby boosting customer engagement and satisfaction.

The project is a collaborative effort between IT, Marketing, Risk, and UI/UX departments, working seamlessly like an F1 team. Each department plays a crucial role from infrastructure setup, business requirements, compliance, to user interface design.

Since the implementation of our promotion engine, Livi Bank has witnessed a significant improvement in NPS by +10%, positioning us at the top tier among virtual banks in Hong Kong.