Background:

At Bank of Scotland, communications to customers were previously high volume, one-size-fits-all, which is expensive, inefficient and risks bombarding customers with irrelevant communications.

 

Solution:

A sophisticated ‘decision and optimisation’ data model which calculates the next best offer for every individual customer.

 

Results:

Significantly improved customer experience, speed to market, efficiency and ROI. Cutting costs and increased response rates by up to 50%.

 

Source: Bank of Scotland - DMA Award Winner, Bronze 2012

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