On May 14th Efma hosted an event in Barcelona for the international banking community. The focus of the event was The Customer Journey, and we were very pleased to be invited – in partnership with our client UniCredit – to share our experience and insights.
I-AM’s Group Partner and MD of our Istanbul studio, Emre Kuzlu, co-presented the talk How to Transform Branch Performance – and Measure It with Anna Gawin of UniCredit. The presentation focused on the work that I-AM produced for UniCredit Bulbank and the positive impact it had on ROI.
UniCredit initially contacted I-AM to design ‘the branch of the future’ for Central and Eastern Europe. The outcome combines a large number of innovative technical and customer-centric design solutions aimed at transforming a visit to the branch into a pleasant and efficient experience for customers – and for UniCredit employees.
Emre and Anna gave a step-by-step breakdown of the work: from setting the project drivers and KPIs, through to storyboarding the ideal customer journey, designing accordingly, and measuring the results.
Take a look at the presentation…