Trailblazing banks are creating worlds that revolve around customers. Worlds that are worth £44.39m.

Creating more valuable connections with retailers and consumers

Senior sales leaders are using real-time customer insights to gain a better understanding of their needs and habits, resulting in highly customised sales propositions. In return, they can share information about prospects’ current circumstances and preferences.

The combined impact of this approach is £44.39m across the business as a whole, with sales contributing £17.79m.

Innovative sales leaders are...

Improving access to sales information – in the office and remotely

Better relevance of sales propositions

Getting a greater understanding of the customer lifetime value

Improves visibility on profit

Using smarter prospect profiling and opportunity management

Closes more deals

Together, sales and service leaders are…

Focusing on cross-sell and upsell opportunities at all stages of the customer journey

Improves customer retention and repeat purchases

Together, sales and marketing leaders are…

Using data in a smarter way to inform content

Drives increased cross-sell and upsell opportunities

Together, sales, marketing and service leaders are…

Creating proactive cross-channel customer journeys

Reduces duplication of effort, enables 1:1 interactions and drives more leads

Creating more valuable connections with retailers and consumers

Senior service leaders are establishing an integrated view of customers in order to resolve problems quickly and trigger effective upselling and cross-selling. In return, they can share customer feedback with sales and marketing.

The combined impact of this approach is £44.39m across the business as a whole, with service contributing £12.69m.

Innovative service leaders are...

Engaging with customers through their preferred channel

Personalised customer experience improves retention

Directing traffic to self-service channels, without affecting service quality

Reduces headcount and costs

Improving access to customer and case information

Accelerates response to customer demands and increases agent productivity

Together, sales and service leaders are…

Focusing on cross-sell and upsell opportunities at all stages of the customer journey

Improves customer retention and repeat purchases

Together, marketing and service leaders are…

Increasing the use and improving the functionality of lower-cost channels

Reduces overall costs

Improving the after-sales experience

Customers have the information they need to reduce queries and complaints

Together, sales, marketing and service leaders are…

Creating proactive cross-channel customer journeys

Reduces duplication of effort, enables 1:1 interactions and drives more leads

Creating more valuable connections with retailers and consumers

Senior marketing leaders are creating more personalised journeys based on big data and customer life events. In return, they can share insights from social and digital channels with sales and customer service.

The combined impact of this approach is £44.39m across the business as a whole, with marketing contributing £13.91m.

Innovative marketing leaders are...

Creating a unified experience across web, mobile and email channels

Increases traffic and conversion rates

Enabling real-time segmentation of your customer data

Re-engage inactive customers

Extending your reach with AI technology

Increases audience size and segment volume

Consolidating channels

Reduction in overall number of platforms

Together, marketing and service leaders are…

Increasing the use and improving the functionality of lower-cost channels

Reduces overall costs

Improving the after-sales experience

Customers have the information they need to reduce queries and complaints

Together, sales and marketing leaders are…

Using data in a smarter way to inform content

Drives increased cross-sell and upsell opportunities

Together, sales, marketing and service leaders are…

Creating proactive cross-channel customer journeys

Reduces duplication of effort, enables 1:1 interactions and drives more leads

Creating more valuable connections with retailers and consumers

Connecting data and teams across your key lines of business will ensure that every customer transaction is proactive, timely and relevant. It will increase revenue, boost productivity, reduce costs, improve market share and ultimately, result in happier customers.

It also has a more tangible impact of £44.39m across the business as a whole.

Innovative sales leaders are...

Improving access to sales information – in the office and remotely

Better relevance of sales propositions

Getting a greater understanding of the customer lifetime value

Improves visibility on profit

Using smarter prospect profiling and opportunity management

Closes more deals

Innovative service leaders are…

Engaging with customers through their preferred channel

Personalised customer experience improves retention

Directing traffic to self-service channels, without affecting service quality

Reduces headcount and costs

Improving access to customer and case information

Accelerates response to customer demands and increases agent productivity

Innovative marketing leaders are…

Creating a unified experience across web, mobile and email channels

Increases traffic and conversion rates

Enabling real-time segmentation of your customer data

Re-engage inactive customers

Consolidating channels

Reduction in overall number of platforms

Together, sales, marketing and service leaders are…

Creating proactive cross-channel customer journeys

Reduces duplication of effort, enables 1:1 interactions and drives more leads