CASE STUDY

How a back-to-basics approach helped Visa reinforce the power of customer-centricity.

Every year Visa takes 100 of its key banking and merchant clients for a two-day experience to share knowledge, insights and ideas to help future proof their businesses. The Client Forum serves as a thought-leadership opportunity enabling Visa to reinforce its position as the innovation partner of choice for its clients.

In 2018, the Forum theme was “People: Refocused” and Visa wanted to create an experience exploring the impacts of digital disruption and the role of technology in creating personalised and seamless customer experiences.

Our vision was to go ‘back-to-basics’ and connect with Visa clients on a human level by demonstrating an in-depth understanding of their needs through products and services, along with a ‘people-first’ agenda exploring how technology is enabling human connections and collaboration.

To bring the customer-centricity theme to life, the event was held in Queenstown, a premier tourist destination which boasts a range of diverse attractions and activities – a place that literally has something for everyone. Each attendee received personalised communications, including pre-event, registration, event and post-event messaging, along with personalised hashtags and email gift delivery.

The event received 100% attendance and participation from Visa clients. In the six months following the event, client retention was 100%, and Visa recorded an increase in team revenue for the following quarter.

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