How football can help score a customer-centric business experience

Organisations can deliver an exceptional customer-centric experience by leveraging data-led insights inspired by the beautiful game, according to Standard Chartered Bank’s Pedro Sousa Cardoso.

Why it matters

There was a huge shift from non-digital to digital in Southeast Asia in 2020, with Standard Chartered Bank seeing the dramatic increase in mobile adoption as an opportunity to play in a new space and win the “customer’s preference championship”.

Takeaways

• Customers are spoilt for choice and their attention is split across platforms, so organisations have to compete for their attention and preferences.
• Like possession in football, absolute control is a must to capture the traffic on the landing pages, the forms that need to be completed and the submissions.
• Highly personalised and contextual experiences help a brand to stand out from the many companies, businesses, products and services out there.