Efma Customer Journey Barcelona

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…

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