Delegates at the ATMIA EU conference will be given an exclusive insight into the partnership which delivered a global first in ATM innovation.
i-design, the provider of self-service customer engagement solutions, and Nationwide will deliver a talk that illuminates the technology and insight behind the customer-focused ‘Favourite Transaction’ functionality. i-design, which was recently acquired by Cardtronics, Inc. the world’s largest retail ATM owner, partnered with Nationwide Building Society to introduce ‘Favourite Transaction’ (joono FT). joono FT is an add-on to i-design’s customer engagement software, joono, which helps financial institutions deliver powerful, targeted marketing campaigns through their self-service estate.
Requiring no manual customer set-up, joono FT discreetly learns individual customer’s ATM habits and automatically presents their most common transactions on future visits, saving time and enhancing the experience. i-design’s intelligent software also adapts to a customer’s changing habits, enabling joono FT to adjust and retain its relevance as time goes on.
Initially piloted in October 2012, joono FT was later extended across Nationwide Building Society’s entire network of 1,300 ATMs and touch screen Cash & Cheque deposit machines. Since its launch, the user-centric approach to efficient and convenient ATM transactions has been received enthusiastically amongst ATM customers, with 75 per cent customer uptake of prompted transactions, and 12 million ‘Favourite Transactions’ processed to date.
Adrian Roberts, Head of ATMs and Branch Design at Nationwide Building Society said: “We are proud to have partnered with i-design to define and deliver this world first innovation. We place great importance on the customer experience and are pleased to have been able to utilise cutting edge technology to improve and differentiate the customer journey at the ATM.”
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