Transforming Customer Experience

One of my customers from Financial Services industry was not able to increase number of visitors to the site and was having problem converting them from visitors to customers. We helped them identify the root cause by analysing the multi-channel customer journey that went beyond the web journey by identifying key touch points that were critical to customer's decision about visiting the site and of buying from my client. This was for a banking customer that was trying to sell a new mortgage product to its retail customers. We helped customer with both the mobile application experience design (standalone) as well as multi channel interaction design. We also helped cusotmer identify key process and technology capabilities required (beyond web application) to implement the new interaction design. This received great feedback from customer. Customer mentioned that they felt embarassed that their own marketing team could not do this analysis and was delighted that we could do it.