Enhancing customer experience with a 360° view

NLB, the largest bank in Slovenia, is committed to continually improving its services and customer experience across all touchpoints, both physical and digital. With multiple existing tools that provided only partial customer insights, NLB sought to establish a comprehensive 360° view of their customers. This required integrating various systems to remove bottlenecks and unify the customer experience.

Challenges

NLB faced several key challenges in achieving a unified customer view:

• Fragmented Customer Data: The bank had multiple tools in place that provided partial views of customer interactions, but these systems were not fully interconnected, leading to data silos and an incomplete customer picture.
• Need for Integration: To achieve a 360° customer view, NLB needed to identify and implement technological solutions that could integrate with their existing information architecture, ensuring seamless data flow and comprehensive insights.
• Provider Selection: Given the complexity of the task, NLB required expert guidance in selecting the right technology providers who could successfully execute the integration and deliver the desired outcomes.

Our Solution

We collaborated with NLB to provide a strategic approach to establishing a 360° customer view:

• Assessment of Existing Systems: We conducted a thorough assessment of NLB's current information architecture and the tools they were already using. This helped us identify gaps, data silos, and areas where integration was needed.
• Technology Solutions Proposal: Based on our analysis, we presented NLB with several technological solutions that could bridge the gaps and integrate seamlessly with their existing systems. Our focus was on solutions that would unify customer data across all touchpoints, enabling a holistic view of each customer.
• Provider Evaluation and Selection: We assisted NLB in evaluating potential technology providers capable of implementing the proposed solutions. Our criteria for selection included the providers’ expertise in banking technology, their ability to integrate with NLB’s existing architecture, and their track record in delivering similar complex projects.
• Integration Strategy: We outlined a clear integration strategy that detailed how the selected solutions would be implemented, ensuring minimal disruption to NLB’s ongoing operations. The strategy also included steps for testing and validating the integration to ensure it met the bank’s requirements.

Results

• Unified Customer Insights: The proposed solutions and integration strategy provided NLB with a roadmap to achieving a 360° view of their customers. This unified perspective enables the bank to better understand customer needs, personalize services, and improve overall customer satisfaction.
• Streamlined Operations: By integrating the various tools and systems, NLB can now operate more efficiently, with data flowing seamlessly across departments, reducing bottlenecks and improving response times.
• Informed Provider Selection: With our guidance, NLB selected technology providers who were best suited to carry out the complex integration task, ensuring a successful and timely project completion.

Through our partnership with NLB, we helped Slovenia's largest bank take a significant step towards unifying their customer experience. By proposing tailored technological solutions and guiding the selection of capable providers, we enabled NLB to move closer to establishing a comprehensive 360° customer view.

This strategic enhancement not only streamlines their operations but also positions NLB to deliver more personalized and efficient services, strengthening their leadership in the banking sector.