The Danske Bank Journey
2 min
In this hands-on workshop session, we will be building a customized journey using the Adobe Experience Platform and it's native applications. The journey is designed to reflect the customer experience for Danske Bank's home loan application journey, integrating key customer data and personalized touchpoints throughout the process.
In our First-time Buyer Home Loan Acquisition Journey, we want to:
- Identify existing current account customers who do not currently have a home loan with Danske Bank, and have expressed interest in the home loan product.
- Retarget them with home loan content offsite via Google Ads (via Google Customer Match).
- When the customer applies for a home loan, we want to ensure they are onboarded successfully, taking their preferences and data points into account, and showing content that is most relevant to them at each step in their journey.
- Analyse the customer journey.
Key Steps for Building the Journey:
- Audience Creation: We will define the target audience using data from customer profiles, to ensure the journey reaches the right individuals; in the workshop example this is first-time home buyers (FTB).
- Event/Action Configuration: We will set up key triggers and actions within the customer journey, such as website visits, application submissions, or actions to notify the call center.
- Offer Creation: We will develop tailored offers for users based on their interactions, preferences, and lifecycle stage in the journey.
- Content Creation: We will compose Email and Push messages with relevant content for the customers, some of which will be generated using AI.
- Journey Testing: After building out the core elements, we will test the customer journey to ensure seamless orchestration, allowing you to fine-tune the experience before launch.
- Analysis: We will create a workspace to analyse the customer journey data, to identify any problematic steps in the journey.