BUSINESS STRATEGY
The customer champion delivers enhanced digital experience
KBC Bank Ireland needed to update its website to offer its customers a better digital experience , while ultimately making it more appealing . Paul Flynn , Head of Digital Channels , KBC Bank Ireland , tells us how it leveraged Liferay ’ s digital experience platform as an advanced starting point for development , and how the platform enabled Liferay partner , Webtown , and digital product practice , WONDR , to deliver an enhanced customer experience that out-performed the previous one with a 30 % higher conversion rate .
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 like-minded champions of the customer across the organisation . They were all digital-natives , familiar with online experiences that are fast and www . intelligentcxo . com
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