Case study: Driving Superior CX and Improved revenues with Personalization for a Fintech Company

Business Context

The BFSI segment in India is a highly competitive one with a large number of banking and non-banking financial institutions. Our client was faced with low product penetration resulting in almost zero growth in the existing customer base. Additionally, multi-channel touchpoints were making it challenging to track entire customer life cycles and offer relevant products.

How BRIDGEi2i Delivered Value?

BRIDGEi2i conducted a design workshop to understand user needs and pain points. Process mapping helped identify gaps in the existing customer journey, which in turn helped the enterprise choose the most suitable product across channels. With the implementation of an AI-powered solution, the client could offer improved personalized recommendations for customers, thereby increasing the cross-sell rate.

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