For more than ten years, Mark Grainger has been a key player in customer engagement solutions by helping enterprises amplify their marketing activities using the latest technology.
With extensive experience gained in the financial services industry, he specialises in utilising multi-channel communication technology to prevent fraud whilst delivering an unforgettable customer experience.
What you will hear from Mark:
• Increase in number of fraudulent activities
• Growing need to facilitate a seamless customer experience
• Helped to develop a powerful customer engagement platform that enabled sophisticated interactive messaging and response handling that identifies the best channel to prompt a customer response at any given time
• Built a two way dialogue between the brand and the customer, directly tackling fraud by creating alerts in real-time through SMS, Voice or Email.
• Recent SMS surveys (sent using Engage Hub) revealed a 100% customer delight score as a direct result of the newly implemented fraud alert system.
• MBNA were awarded ‘The Best Technology Initiative of The Year’ because of the solution at the prestigious Annual Card & Payments Awards 2015.
• MBNA has directly created an incremental increase in retail volume by processing genuine transactions and immediately reactivating cards, thus reducing fraud and increasing customer loyalty.