Talkwalker, a consumer intelligence company, and Abu Dhabi Islamic Bank (ADIB) have recently published a case study that shows how consumer intelligence can be applied to improve the customer experience and yield tangible business results.
“[Through Talkwalker] we were able to establish a direct and immediate relationship with our customer base, to truly understand their needs and find a solution that works for them. Customer retention is our priority on that front” Ahmed Soliman, Social Media Manager at ADIB.
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The case study includes the main challenges that were facing ADIB’s team in creating a banking mobile app that people love using. Delivering a stellar customer experience is imperative for the team at ADIB, especially as there are over 10 million transactions happening per month on the mobile app.
“The UAE is a key market for us and it is ADIB home base. Customers expect the mobile app to be fast, efficient and do what it’s supposed to do: nothing more, nothing less. We had to match those expectations because our customers deserve the best customer experience’, added Soliman.
The case study deep dives into how the team at ADIB leveraged real-time insights and alerts to address customer issues as they arose. Also, the case study highlights the practicality of AI-powered sentiment analysis in Arabic and English.
Consumer closeness enables brands to transform data into real-time consumer insight, to effortlessly guide decision-making, and drive brand growth. With leading-edge brands in customer-centricity growing nearly 3x faster than the industry average.
You can download the full case study here.