Intelligent CIO Europe Issue 47 - Page 59

CASE STUDY

Delivering a great digital customer experience is no easy task . KBC Bank Ireland and its Head of Digital Channels , Paul Flynn , set out on a mission to ensure that the bank ’ s customers would get the best possible experience via its website .

The website in place had been built quite a few years ago and Flynn and his team at KBC are always looking for ways to improve on customer experience . It was his job to find a solution to ensure it was delivering the best possible website experience for its customers . Putting customer experience at the heart of Flynn ’ s plan was the main priority .
Rallying customer champions to support the project
Flynn aimed to achieve this firstly by finding likeminded champions of the customer across the organisation . They were all digital-natives , familiar with online experiences that are fast and easy to use , and would not offer anything less to their customers . They were creative people and were winning over the hearts and minds of their teams by elevating IT to focus on the customer , and making their decisions based on data . People found their approaches fresh and innovative , and Flynn knew he needed them on his team . He brought them together from across the organisation , from marketing to the legal and data teams – forming an extended team of customer champions .
They created a plan to replace the existing website with one that delivers a superior digital experience for their customers . With help from the digital product practice , WONDR , they collected all the information needed for the project and converted stakeholders to collaborators by enlisting them as advisors . They created a new design language for the website and selected Liferay , a cloud-enabled digital experience platform , as the foundation for the new solution .

BY IMPLEMENTING

THE LIFERAY DIGITAL

EXPERIENCE

PLATFORM AS A FOUNDATION , THEY MANAGED TO GET A MORE

UP-TO-DATE STARTING POINT FOR THE WEBSITE ’ S DEVELOPMENT .

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