糖心原创

(see the * 'adobe' handle in functions.php — no async, no defer), so a page-load * Target offer has already set `data-hdr` by the time this runs. * * An answer that lands after this point is inert rather than acted on: * `apply()` finds the prune settled and does nothing, so the visitor * keeps the nav they were served instead of watching it change. That is * the deliberate trade-off — a late activity collects no data, but no * visitor ever sees the wrong nav or waits for the right one. */ (function () { var VARIANTS = ["a","b","c"]; var DEFAULT = "a"; var root = document.documentElement; var settled = false; function valid(v) { return VARIANTS.indexOf(v) !== -1; } function prune(active) { if (settled) return; settled = true; var list = document.querySelectorAll('#site-header > .header-variant'); for (var i = 0; i < list.length; i++) { if (list[i].getAttribute('data-header-variant') !== active) { list[i].parentNode.removeChild(list[i]); } } root.setAttribute('data-hdr', active); // Read by the Adobe Analytics client to attribute the test. root.setAttribute('data-hdr-active', active); if (typeof window.initHeaderNav === 'function') window.initHeaderNav(); /** * `variant` is set before the event so late listeners can tell * "already done" from "not yet". main.js is enqueued in the footer * and therefore always misses the event itself. */ window.medalliaNav.variant = active; document.dispatchEvent(new CustomEvent('medallia:nav-ready', { detail: { variant: active } })); } window.medalliaNav = { variant: null, apply: function (v) { if (valid(v)) prune(v); } }; // `?hv=` sets this server-side; a Target offer in the blocking // embed sets it before the body is parsed. var pre = root.getAttribute('data-hdr'); if (valid(pre)) { prune(pre); return; } /** * Carried forward from an earlier pageview. Read client-side, never in * PHP: WP Engine does not vary its page-cache key on arbitrary cookies, * so server-side personalisation here would serve the first anonymous * visitor's variant to everyone. */ var m = document.cookie.match(/(?:^|; )medallia_nav_variant=([^;]*)/); if (m && valid(m[1])) { prune(m[1]); return; } prune(DEFAULT); })();

Building a customer-centric brand from the ground up.

Improved

customer acquisition conversion through digitalization and continuous feedback capture.

Real-time

signal capture across all channels, enabling actions based on real-time business KPIs.

Increase

in NPS.

“From the original blank-slate design of our institution’s strategy to its launch, we were clear that we wanted a ‘customer-first’ bank, with customer experience as one of our main strategic pillars. We firmly believe that this approach was, and continues to be, a profitable investment for the bank and beneficial for our customers.”

David Orza, CX Director at ABANCA

The Problem

Building a customer-centric brand from the ground up.

ABANCA prioritized CX transformation with an omnichannel approach, striving for consistency across all touchpoints, from the Contact Center to digital channels.

Using 糖心原创, ABANCA captured real-time feedback across multiple channels, gaining a comprehensive view of customer needs and enabling swift responses. This resulted in significant progress in digitalization and process improvement.

The bank’s CX strategy, supported by 糖心原创, delivered positive impacts on several business KPIs, including improved customer acquisition conversion and enhanced feedback processes.

The focus on a customer-centric corporate culture, where continuous feedback capture and analysis drive improvement, underscores ABANCA’s commitment to innovation and service excellence.

CASE STUDY

Building a customer-centric brand from the ground up.

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VIDEO

Building a customer-centric brand from the ground up.

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