Case Brief
Bank Customer Journey Project
Improved customer experience across product, price, process, channel, sales, and service from the full customer-service flow.
Industry
Banking
Products
SwiftXDP / SwiftMA
Scenario
Improved customer experience across product, price, process, channel, sales, and service from the full customer-service flow.
The client is a well-known Chinese joint-stock bank and one of China's systemically important banks.
Customer journeys crossed multiple channels and data types, causing complex lines, difficult ID recognition, dispersed data, and limited journey insight.
DigitForce sorted journey nodes, designed event behavior models, designed journey-analysis scenarios, and delivered deployment plus customization.
Launched six core capabilities, journey canvas, real-time analysis, audience package delivery, and VIP customer journey templates.
