Regions needed to figure out how to engage consumers more frequently in a contextual way. Their intent was to increase customer value by leveraging the data and capabilities that were available to them. The ultimate goal of the transformation was to be able to consistently drive measureable business impact by delivering experiences that anticipate the needs and preferences of their customer and prospects. This could only be enabled by an automated technology platform that aggregates insights from transactions and interactions to create, broker, and disposition customized messaging, offers, guidance, and insights across all touchpoints.
Regions now has in place an integrated marketing platform that allows them to deliver more timely and relevant communications to their customers on a regular basis. The transformation initiative has yielded significant returns on their original investment and promises ongoing results that will drive greater customer lifetime value.
Hear about Regions’ journey toward customer-centric transformation as Michele Elrod explains their process, successes, and challenges along the way.