Bank J. Van Breda & C°
Bank J. Van Breda focuses on personal advice. At the same time, the bank wanted to further digitize and automate documents and processes.
The Core
The collaboration focused on personal documents, back-office processing, and a secure data flow. Digital interaction was intended to strengthen, not replace, personal contact.
A good approach doesn't start with a single tool. First, it must be clear what problem the customer is experiencing, what outcome the organization wants to achieve, and which processes, data, and people are involved.
Important to know
These components provide a concise overview of the content. Use them as a starting point for a discussion between business, IT, customer service, and compliance.
Technology supports the relationship between customer and advisor.
Personalized communication is compiled from reliable data.
Business, IT, and involved teams work across departments on a single customer journey.
For each situation, the best channel for the customer and task is chosen.
Practical approach
You don't have to solve everything at once. These three steps make the topic discussable and actionable.
Not every contact moment needs to be digital or automated.
Ensure reliable execution of repeatable document and data steps.
Ensure communication, processes, and customer insights are not confined to isolated departments.
What it can yield
A digital foundation gives advisors more time and better information for personal contact. This way, efficiency and relationships reinforce each other.
View Customer Experience Management (CXM)Next step
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