Facing a mature market, new technologies and changing customer behaviors, the organization targeted customer service as a strategic priority, and set a goal to become the nation’s finest financial institution.
Legacy systems, however, hindered effective customer-centered strategies. Consequently, the leadership team selected Accenture to upgrade technology.
The program resulted in an enterprise-wide infrastructure that provided the institution with real-time information capabilities. Taking the next step to capitalize on its IT investments, leaders of the organization sought opportunities to use advanced analytics to improve business outcomes.
For example, the organization could combine customer data from the data warehouse and the enhanced IT system to develop new-wave analytics capabilities. Compared to traditional analytics, new-wave analytics take data captured in interactions through multiple customer-facing channels—including face-to-face, phone, Internet—relying on automated systems to help generate insights in near real-time.
Recognizing Accenture’s ability to help businesses pursue high performance, the financial institution asked Accenture to examine ways in which analytics could drive higher-value outcomes. Real-time information and advanced analytics could be harnessed to personalize the customer experience and identify sales opportunities. Accenture’s extensive experience with analytics also could help members of the internal analytics team strengthen their capabilities, enabling them to make greater contributions to achieving overall strategic goals.