Digital Experience Optimisation
A Fortune 50 global bank faced pressure from fintech disruptors and lacked understanding of changing customer behaviours. Decision Studio deployed advanced analytics including NPS dashboards, recommendation engines, and social media analytics, unlocking $100M in potential savings and 500% increase in click-through rates.
Decision Studio partnered with 15 senior business leaders across the bank to design a customer-centric analytical roadmap using its Art of Problem-Solving System framework. The engagement began with establishing a robust data governance framework to unify decision-making and surface key customer pain points. Using D-Nexus, the team identified 150 potential problem areas and prioritized 14 high-impact outcomes to transform customer experience. Advanced analytics solutions were then deployed, including an NPS dashboard to track and act on customer loyalty insights, a behaviour-driven product recommendation engine to enable personalization, an image processing engine to improve advertising effectiveness, and social media analytics to assess brand perception and customer grievances. In parallel, deep analysis of website behaviour uncovered drop-off drivers, while insights from 9.3 million customer interactions informed smarter digital channel redirection and branch optimization strategies.
500%
$100M
potential savings unlocked
500%
increase in Click-Through Rates
15%
reduction in website drop-offs
The transformation strengthened the bank's competitive position against both traditional peers and fintech players.
