Financial Services

Customer experience excellence


CHALLENGE

This Brand was in need of an upgraded travel experience for their rewards program that serves several million customers in the United States. A critical focus was placed on vendor experience taking over large, complex programs while maintaining a keen focus on elevating the customer experience.


APPROACH

We designed a strategic solution that touched every aspect of the customer experience in a seamless way.

  • Benefit: a modern user interface with extensive inventory options across all categories of travel including air, hotel, car, activities and insurance. As an added feature, the customer is now able to use a mix of their rewards currency, plus cash to pay for their trip. And, because fraud is such a critical issue, we implemented our fraud scoring tool to catch suspicious transactions

  • Delivery: customers have the option to engage with the product online through any device and via a call center agent who is an extension of the brand

  • Service: customers speak with agents that that can guide them through the booking process, answer questions about an existing reservation or help make changes if needed


IMPACT

  • A seamless and flawless conversion that was executed in accordance with the brand’s milestones 

  • A significant reduction in program fraud 

  • An improved customer experience