Bring a human touch to everybanking experienceBring a human touch to every banking experience

Consistent retail banking experiences
are hard to deliver
Customer experience is the battle ground of retail banking.
Historically, this has been driven by personal relationships established in the branch. With the growing
ubiquity of digital banking options, retail banks arelosing their connection with customers, becoming
increasingly unable to deliver the same kind of 1:1
personalized service they used to. All this in context
presents multiple challenges that make delivering
optimal experiences easier said than done.

Expanded expectations. Today’s banking custom-ers expect a seamless connection anywhere theybank, across their banking lifecycle.

Increased competition from non-traditionalbanks, including branchless banks.

Disconnected, disloyal. Without the proper tools,bank employees struggle to provide customers withseamless experiences which frustrates both them andtheir customers.

Burdens of bigness. Compared to digital-nativebanks and other non-bank competitors, traditional
financial institutions can be slowed down by legacy
systems and burdensome processes.

Humanizing digital. It is hard to deliver seamlessdigital experiences for simple transactions while
simultaneously providing a great in-branch service
experience for more complex offerings (like mortgages)
where customers prefer face-to-face interaction.

Forrester research shows that
customer experience drives
loyalty in banking, and customer
service tops the drivers for
quality of customer experience.1¹ Forrester Research Inc., Use Your Contact Center To Deliver Great Banking Customer Experience, Aurelie L’Hostis et al., April 4, 2019

Experience excellence at scale
Today, hyper-personalized experiences can be delivered only if bank employees
have the right insights at hand. As customers spend more time online than inbranches, banks must leverage digital data points to create accurate customer
profiles which they can reference during human interactions. And now they can.
Avanade’s Insight Marketing for Retail Banking solution was built to help by blending the bestof Microsoft Dynamics 365 with Adobe’s Marketing and Experience solutions, powered byprescriptive artificial intelligence models.

How can Insight Marketing help?
•Marketing spends less time segmenting and profiling
customers, since the solution uses data enrichment
and machine learning models to automatically assign 		
persona groups and predict their needs in advance.

•Bank branch managers are provided timely information
on each customer’s interaction with the marketing
campaign so the manager can follow up in a relevant
way with the warm leads that marketing generates.

•To remove manual guesswork and assignments, the 		solution auto-fills incomplete CRM customer profiles
and auto-enrolls customers into existing campaigns.

•Marketers can create fast campaigns and let AI create
the marketing list for them, based on their propensity
to purchase.

•Retail bank customers receive marketing communications
with messaging tailored to their specific interests
and needs.

•Campaign creation is easy and fast, with templates thatconnect a digital asset library with the right content
coming directly from the CRM system.

Bring a human touch to every banking experience

Insight Marketing for Retail Banking is a ready-to-go solution that links Microsoft Dynamics and Adobe solutions
and leverages the Microsoft Common Data Service to funnel intelligence throughout a bank’s customerexperience. Avanade’s solution allows a bank’s marketers to:•Achieve mass custom messaging: Deliver personalization
at scale•

Improve profiling to increase uptake: Segment and 		predict intent for prospects and existing customers withMicrosoft Azure Machine Learning enriched with datafrom third party data sources like LinkedIn•

Increase cross-sell and upsell opportunities: Deliver
contextually relevant content just in time with Adobe
Experience Manager to drive sales

Meetings
management•

Accelerate the time to market: for campaigns, launching
up to 80% faster•Connect data silos to create a 360-degree customer view:  
Orchestrate campaigns with Adobe Campaign that connect
data directly with Microsoft Dynamics 365 for Sales to givemarketing and sales teams a shared view of the customer
across channels•

Assess performance: Understand customers and identify
trends through easily understood data visualizations inMicrosoft Power BI so marketing can make decisions, fasterCustomer’s
preferred channel––

Customers

Proactive service–

Customer’s
1:1 connection ––Point ofsales interaction –New–opportunities
Dynamic team –Self service–

Dynamics 365– Sentiment

Dynamic personas –Competitive–
analysis

Personalized– experience

Campaign– execution– Digital actions

Competition performance –Personal omnichannel

Social– engagement– Personas

Relation analyzer –– Operationalmarketing

Azure Machine Learning

Information Analysis A.I.
– Customer profile– Next best action– Dynamic teamSales: Retain & AcquireMarketing: Plan & Expand

Dynamics 365

Customer–human interaction–

Lifetime Customer Value

Marketing planning–

Service

Chatbot

Sales––

You can’t leave customer experience to chance, so partnerwith the industry leaders: Avanade’s global footprint
and award-winning bank technology implementation
skill, Accenture’s banking industry knowledge, Microsoft’s
enterprise-grade integrated solutions and Adobe’s bestin-class marketing and customer experience software.

Connected, customer-centric sales and marketing–

Don’t leave customer
experience to chance

Unique customer value

Bring to digital the intimacy of the branch

Why Avanade
As a joint venture between Accenture and Microsoft, Avanade provides vast banking industry experience, deep
end-to-end expertise and the world’s most advanced technology – all to help your bank thrive. We help banks
create an innovation mindset, build operational efficiency and transform EX and CX. And through our parent
companies and partnership with Adobe we leverage the Open Data Initiative to break down data silos andimbed intelligence across your organization.

Awards and recognition

End-to-end solutions:strategy, design, technology
and managed services

Named as a leader in The Forrester Wave™:
Microsoft Dynamics 365 Services, Q2 2019

Avanade works with 7 out of the top 10
global banks

Avanade is recognized by HFS as a leader for
Microsoft Dynamics 365

300 financial services clients and 3,000
industry professionals

IDC named Avanade and Accenture as market leaders for work in implementing Microsoft solutions

1,800 sales and service specialists

Named as Microsoft’s 2019 Digital Transformation
Partner of the Year with Accenture

750 UX Designers and a global, full-service
experience design practiceWon 21 Experience awards, in partnership withclients, in the past five years

3,500 analytics professionals and 4,200
business excellence and automation experts

Experience Insight Marketing for Retail Banking
Schedule a demo to see the easiest way to build
the best banking experience.

About Avanade
Avanade is the leading provider of innovative digital and cloud services, businesssolutions and design-led experiences on the Microsoft ecosystem. With 38,000
professionals in 25 countries, we are the power behind the Accenture Microsoft
Business Group, helping companies to engage customers, empower employees,
optimize operations and transform products, leveraging the Microsoft platform.
Majority owned by Accenture, Avanade was founded in 2000 by Accenture LLP
and Microsoft Corporation.
Learn more at www.avanade.com.
© 2020 Avanade Inc. All rights reserved. The Avanade name and logo are registered trademarks in the U.S. and other countries. Other brand and productnames are trademarks of their respective owners.