UniCredit S.p.A. Customer experience management solution with advanced analytics used to deliver first-class web services
Company Size
1,000+
Region
- Europe
Country
- Italy
Product
- IBM Tealeaf CX Extended Edition V8.5
- IBM Tealeaf cxView V8.5
- IBM Tealeaf cxImpact V8.5
Tech Stack
- Advanced Analytics
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Revenue Growth
Technology Category
- Analytics & Modeling - Predictive Analytics
- Analytics & Modeling - Real Time Analytics
Applicable Industries
- Finance & Insurance
Applicable Functions
- Sales & Marketing
Services
- Data Science Services
About The Customer
UniCredit S.p.A. is a leading commercial bank based in Milan, Italy. The bank operates in 22 European countries and has a significant presence with approximately 155,000 employees and more than 9,200 branches. Offering first-class customer service is a top strategic priority for UniCredit S.p.A. The bank has a significant online presence, with its Italian website receiving approximately one million visitors each month.
The Challenge
UniCredit S.p.A., a global bank based in Milan, prioritizes offering first-class customer service. However, the bank was facing challenges with its external website as customers often reported usability issues. This was affecting the bank's online service and sales. The bank was in need of a solution that could proactively diagnose and address site problems to improve the customer experience.
The Solution
To address the challenges, UniCredit deployed a digital customer experience management solution that includes IBM Tealeaf CX Extended Edition V8.5, IBM Tealeaf cxView V8.5, and IBM Tealeaf cxImpact V8.5. This solution allows employees to view recorded user sessions capturing visitors’ page-by-page, browser-level experiences. The solution also uses complex algorithms to identify potential user struggles and delivers near-real-time data that is used to better predict how issues can affect the business. This proactive approach helps the bank to quickly identify and resolve problems, improving the overall customer experience.
Operational Impact
Quantitative Benefit
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