Emirates NBD - Communication Audit & CX Suggestion
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Ephl ux Experience building with changing customer dynamics for CX CLOUD 1
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Ephlux Insights is a media firm that interviews UX game changers and works with the top brands in the MENA region on projects revolving around CX augmentation. For this edition of the latter, we conducted a communication audit on Emirates BND, identified the gaps and offer simple & effective ideas for enhancing engagement based experiences backed by the Ephlux CX Cloud.
Transcript of Emirates NBD - Communication Audit & CX Suggestion
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Ephlux
Experience building with changing customer dynamics for
CX CLOUD
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Are the customers happy?
“Am offered discounts on products I don't use or care about.”
“For the Bank card I have, am I eligible for the discount featured?”
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Marketing manager’s brainstorming
“What needs to be done to achieve the targets in terms of customer spending via
Bank cards?”
“How can I make the discounts more sound to the customers?”
“How to differentiate Emirates NBD from the competitors?”
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Show that you care!‘Feature right discounts at the right
time and at the right place’
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Maria’s journey with ENBD
Maria is an account holder at ENBD and owns a credit card
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Maria had planned for shopping today and now is on her way to Souk
Al Bahar.
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As soon as she reaches Souk Al Bahar she receives a notification offering
her 20% discount at Tolosa Bodega on credit card transaction. She loves the
food at Tolosa and is vowed by the discount.
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Wow! What a surprise!
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ENBD credit card now becomes Maria’s first choice which benefits the
bank; in both short and long term.
ENBD is now on Top of Mind!
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Maria feels that ENBD is a caring bank which fuels her interest in the other products offered by the bank.
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Strengthening the bond!
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ENBD is now Maria’s only choice and she never stops bragging about it in
front of her friends and family.
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ENBD’s brand ambassador!
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Concept to Reality
Transaction history Type of bank card
Geo location Partner Stores
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CX Cloud selects the partner stores in 250 m vicinity of Maria
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Geo location Partner Stores
Stores in vicinity
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Next CX Cloud shortlists the partner stores which give discounts on the
credit card that Maria owns.
Stores in vicinity Credit card particulars
Stores in vicinity offering discounts on Maria’s card
2Truth: Enjoy a delicious 25% off dining at Toloso Bodega
Bon Appetit
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CX Cloud will predict Maria’s preferences from her transaction history to destine the store whose
notification will be sent to herStores in vicinity offering discounts on Maria’s card
Transaction history
Store notification
Jan Feb Mar Apr May June Jul Aug Sep Oct Nov Dec
Tolosa Bodega Sammach Fuego
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With
Differentiating Factor!
ENBD now treats its customers as an asset, rather than a commodity.
