Customer Journey

The open data opportunity for insurers

Outside of banking, many people’s knowledge of ‘Open Banking’ is quite sparse. I would define Open Banking as two things:  The use of APIs to share bank statement data: everything a consumer...

Blog - Jul 2018
Three questions on Open Banking

The most common questions that we are asked about Open Banking relate to three issues: First: is it safe? It is as safe as the online banking services we have used for years. Organisations are...

Blog - Jun 2018
How can Experian help you deliver a digital customer journey?

To deliver a frictionless customer journey companies are turning towards third parties, in particular Fintech’s who can support the customer experience from brining new thinking and innovative...

Video - May 2018
Why employees and customers are the best people to reshape…

Once an organisation has mapped its customer journey(s) and identified problem areas, it’s tempting for executives to swoop in and start fixing things through existing strategies and age-old...

Blog - Aug 2017
Guest blog: Fraud and the insurance customer journey

Today, identity theft is a continuous threat. And fraud is no longer the domain of the individual; it’s rooms of people, working around the clock, stealing as much money as...

Blog - Jul 2017
Evolving the purchase journey: how can it be improved to…

Technology is having a profound effect on the way customers approach purchases – and one of the principal shifts is in their...

Blog - May 2017
Customer digital onboarding

Getting started on your digital transformation journey can be a challenge. At Experian, we want to help you get on your way – from understanding some of the emerging opportunities, technologies...

Whitepaper - Mar 2017
Customer experience is king – but marketers still struggle to…

According to data from the recent 2016 Digital Marketer Report customer experience is the main priority for marketers but they are still struggling to take full...

Blog - Jul 2016
3 ways you can make identity checking customer friendly

For both security reasons and to meet your Client Due Diligence obligations you need to carry out identity checking on your customers. Processes can be long-winded you may have to ask your customers...

Blog - May 2016
The six steps to designing a flexible customer journey

Goodbye funnels, hello journeys. Traditional customer funnels are fast becoming a thing of the past – outdated by the multi-channel and multi-device nature of modern consumers. Are you up to speed?...

Blog - Jan 2016
The true numbers behind personalisation – state of the nation

Personalisation is a key technique for making customer journeys more relevant and tailored. In this article Matt Dunn digs into the numbers of personalisation from our recent report - who's...

Blog - Oct 2015
Customer journey – how intrusive does fraud detection have to…

Providing customers with a slick and easy to use experience must be balanced with the need to prevent their details from being unknowingly manipulated by sophisticated...

Blog - Jan 2015