The chance encounter

A chance meeting with your Visa Client Relationship Manager

You are at the Lounge at SFO Airport on your way to a Fintech event in New York. While waiting for your flight announcement, you bump into your Visa Client Relationship Manager. You remember the CRM from the last co-creation event at Visa. With a few minutes’ spare, you decide to have a chat.

Your objective in this conversation is to state your next problem statement and seek Visa’s help to solve for it.

Client Background

You are the CEO of ABC General Bank (ABC). ABC is one of the top 3 Visa Clients in the region (revenue basis) and has been actively seeking to transform its business to keep up against the threat from Fintechs. You are a member of the Senior Client Council and appreciate the value Visa brings to your business. In the recent past, Visa team partnered with ABC to re-design the banking app and helped ABC integrate transaction controls – the new app has received favorable feedback from your customers with 85% rating it as 5 stars. 

Your Situation

However, what remains an outstanding challenge for ABC is to improve the existing loyalty offering to its cardholders. The current program is an antiquated ‘Earn and burn’ loyalty platform that offers an old-school rewards catalog for cardholders to redeem their points earned. Replacing or redesigning this platform is key for you to maximize your cardholder’s spend on their ABC card. Your preferred solution is a platform with the ability to offer customized rewards to cardholders based on their spend pattern, or even provide instant rewards at the Point of Sale. You would also like your customers to be recognized through a tiered approach based on their affinity to ABC card products. You have tried to solve this problem through other vendors but have been unsuccessful. Also, purse strings are tight – so, all support from Visa is welcome.