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Transcript

Welcome to our lab on scaling orchestration to omnichannel engagement in ÃÛ¶¹ÊÓƵ Journey Optimizer. Today we’re going to take your basic outbound messaging and turn it into sophisticated omnichannel experiences through practical examples. We’ll create a customer journey that combines proactive outreach with responsive engagement. Let me introduce you to Sakhir Financial, a fictional bank offering a wide range of financial products and services, including checking accounts, loans and credit cards. Our objective here is to significantly increase the number of customers using Sakhir Financial’s mobile app. Enhancing mobile app usage will boost customer satisfaction and retention, reduce operational costs, streamline processes, and provide personalized services using data insights. This strategy will help secure financial stand out from competitors, attract new customers and reach underbanked populations, driving growth and improving market position. Ultimately, increasing mobile app adoption will reinforce the Curve Financial’s commitment to innovation and superior customer experience. Now, let’s talk about your role. You’ve been hired by Soccer Financial to help boost mobile app usage. Your mission is to implement a new onboarding experience with ÃÛ¶¹ÊÓƵ Journey Optimizer for new customers who have just opened a checking account. This journey includes a series of personalized communications starting with a warm welcome email or SMS, depending on the customer’s communication preferences, and a notification on the website that introduces the customer to the mobile app. With a call to action to download and install the app. Once the app is installed, the customer will receive a push notification, incentivizing them to use the app. But there are a few challenges you’ll need to tackle. First, you’ll need to compose a compelling email message since the email marketing specialists are currently not available. Second, ensure that only customers who have not already installed the app are asked to install it. Anyone who already has the app installed should only receive a general welcome message. You have several approaches for the push message in mind, but aren’t sure which one will be most efficient. You’ll want to make sure the most effective message is sent. And finally, you’d like to continue the onboarding experience in the mobile app as well without being intrusive. Ready to dive in? Let’s get started with our first lesson on creating personalized communications. See you there!