Customer Service Automation · Data Lake / Data Warehouse Modernization · Enterprise Knowledge Search
Adam Paice, Head of Digital Proposition at Virgin Money, explains, "A mobile app in which you can move money in a couple of taps can actually be quite daunting for some people. Customers need to receive the help and information at the exact point in time that they need it.
Reported impact
The Virgin Money brand enjoys a high degree of digital engagement. A whopping 90 percent of its customers download the Virgin Money credit card app within the first 90 days of joining.
Adam Paice, Head of Digital Proposition at Virgin Money, explains, "A mobile app in which you can move money in a couple of taps can actually be quite daunting for some people. Customers need to receive the help and information at the exact point in time that they need it. With 6.6 million retail and business banking customers, Virgin Money is on a mission to make you "happier about money". One way in which the brand innovates to deliver exceptional customer experiences is through its award-winning virtual assistant, built using end-to-end Microsoft technologies, including Copilot Studio It was clear to the Virgin Money team that digital adoption isn't the same as digital confidence. Users need to have a good amount of digital confidence as well as experience with financial services to feel comfortable completing many digital banking actions using an app. "All our existing FAQs are stored in our Microsoft Dynamics 365 Knowledge Base.
Operational and business data is gathered from the customer's source systems and published to teams through Power BI dashboards.
Adam Paice, Head of Digital Proposition at Virgin Money, explains, "A mobile app in which you can move money in a couple of taps can actually be quite daunting for some people.
It was clear to the Virgin Money team that digital adoption isn't the same as digital confidence. Users need to have a good amount of digital confidence as well as experience with financial services to feel comfortable c...
The Virgin Money brand enjoys a high degree of digital engagement. A whopping 90 percent of its customers download the Virgin Money credit card app within the first 90 days of joining.
With 6.6 million retail and business banking customers, Virgin Money is on a mission to make you "happier about money". One way in which the brand innovates to deliver exceptional customer experiences is through its awar...
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Scoring methodology
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Traceability
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
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