Customer journeys and experience

Brief: A leading Asian bank wanted to transform the way they interact with their customers, from one that is transactional to one that builds long lasting relationships. 

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Approach: Through an ethnographic approach using digital pre tasks, wearable technology, in-depth immersions, and working closely with the client, we brought to life the fundamentals of what makes brand interactions meaningful to customers and created a communication hierarchy to guide the bank’s approach to customer interaction.