Jordan Kuwait Bank: An NCR Case Study

 

The customer

Jordan Kuwait Bank’s (JKB) ethos is to be “more than just a bank.” It has worked by this principle since it was established in 1976. Today the bank is one of the top financial institutions in Jordan. JKB has an extensive network of branches and automated teller machines (ATMs), which are strategically located throughout the country and across the Middle East.

The challenge

JKB is committed to providing the highest levels of customer service across their self-service channels. In order to achieve this they have adopted the customer-focused concept “Know Your Customer” (KYC) and have extended it further to “Keep Your Customer.”

The challenge for JKB was how to communicate with the customer via different channels, in real time. They took their first steps toward this by investing in an advanced Customer Relationship Management (CRM) system. But the challenge of how to deliver targeted CRM messaging to their customers still remained.