PaymentEye were at the ATMIA European ATM’s conference last week at the Riverbank Plaza, London. Delegates were given an insight into the partnership between i-design and Nationwide which has delivered a global first in ATM innovation.
Jack Vincent, Head of Business Development, i‑design (UK) and Adrian Roberts, Head of ATMs and Branch Design, Nationwide Building Society (UK) delivered a talk illuminating the technology and insight behind the customer-focused ‘Favourite Transaction’ functionality. The facility which is powered by i-design’s joono FT customer engagement software learns the individual habits without manual entries. Once these transactions are learnt, the individual is prompted to select their favourite transaction.
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.
Having rolled out across the UK, the figures have been positive for Nationwide with 15 million ‘Favourite Transactions’ processed to date.
Adrian Roberts, Head of ATMs and Branch Design, Nationwide commented:
“73% of respondents stated that they would seek out a Nationwide ATM above other providers’ ATMs if it offered a Favourite Transaction. There are three key benefits of Favourites which were identified by customers; enhanced convenience and a faster transaction leading to a perceived safer interaction at the ATM. The combination of these benefits resulting in an enhanced customer experience. As a business the solution also looks set to deliver customer loyalty benefits.”
i-design, was recently acquired by Cardtronics, Inc.the world’s largest retail ATM owner. Thomas Pierce, Chief Marketing Officer at Cardtronics commented:
“Cardtronics aims to roll out i-design’s latest joono FT software on a fleet of its retail based ATMs in North America. We are very excited by the prospect of being able to offer consumers innovative and convenient ways to use our ATMs.”
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