By : Nora Chisnell
March 03, 2016 12:00 AM
If you have ever stayed at a Ritz-Carlton hotel, used an Apple product or purchased shoes from Zappos, you probably experienced delightful proactive service. Your needs were met before you knew you had them! And your expectations were exceeded.
That was the goal of a recent NCR Financial Services hackathon where 40 global teams, focused on Digital Insight solutions, took the challenge to identify an opportunity, develop a proactive services solution and present a concept or prototype—all in one week!
kicking off with an inspiration session led by an innovation catalyst and using our design-for-delight methodology, teams across all divisions worked together to create proactive services that anticipate customer needs, eliminates steps, prevents downtime or initiates learning and development. At the end of the hackathon, a physical and virtual gallery walk permitted judges to analyze the proposals and select the winning ideas. Nearly 250 votes were cast for the winning ideas with a close tally in the final online vote. Of the many solutions identified, several of them will be implemented, whether or not they were awarded a prize. Winning teams proposed the following proactive services:
The grand prize winners developed a proactive service that gathers analytics on consumers and identifies marketing opportunities using machine learning. Using this data, we can prompt targeted customers to meet with their financial institution for information about further service offerings. In addition to coming up with some great solutions, the hackathon also fostered:
Some of these proactive services are already in development and in the pipeline for delivery. Congratulations to the teams that participated and contributed to a successful hackathon and some terrific new and delightful services for you and your financial institution!