Customer Experience

Customer experience is not just a set of actions

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Benefits for your business

Online competition is fierce in all sectors. Therefore, your online presence needs to align with your business goals, brand, and technology stack while also presenting your clients and customers with the smoothest online experience.

Be where your customers are

In the right place, at the right time.

Synchronize communication across all channels

Use both traditional and digital communication channels.

Provide a relevant offer

Map all your customers needs.

Partnership

Customer Experience (CX)

Solutions to improve customer experience (CX)

Bloomreach

Imagine a world where every message to a customer, whether via email, banner or push notification, is delivered to the customer at the optimal time with a targeted, personalized message.

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Smart Prioritization Engine

Processes the client data automatically and suggest the most suitable offer in milliseconds.

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Omnichannel Communication

Integrate all your channels and enable the best experience for your client through consistent, contextual, personalized, and real-time communication.

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User Experience / User Interface

Increase productivity and improve customer relationships with state-of-the-art UX/UI design.

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Creative Advisory

With us you can enjoy more than 30 advertising professionals and 12 years of experience in the market.

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Virtuloc

Accelerate your sales with a new way of digital communication. Invite your customers and partners to meet, sign contracts, or introduce new products virtually.

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ATTACHTAP

Attachtap is a new generation of virtual business cards, which fully replaces paper business cards

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Pepper meets ChatGPT

Adastra connected best-of-breed technologies in AI & robotics.

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Omnichannel communication

Integrate all your channels and communicate with customers effectively online and offline.

35%

of customers expect to be able to contact the same support worker via various communication channels.

64%

of customers expect to receive real-time support regardless of the chosen communication channel.

89%

of customers experience frustration when they have to explain their problem again and again, from the beginning, to different people in customer support.

What, who, and how

Racking your brains about whom to deliver what message to, and via what channel?

Contact us:

  • We employ all communication channels – both traditional and digital.
  • We choose the right communication channel for every client and message type, based on an analysis of your Big Data. This can vary among different clients on different channels, and also differs over the course of their lifecycle or depending on their current willingness to innovate and change standard processes.
  • We synchronize communication across all channels and enable them to be combined simultaneously or used for follow-up communication (comments, education).

Our experience executing projects in the area of communications shows the following:

  • Digital communication channels have completely changed the way clients wish to be in contact with a bank or a financial institution. They often use different channels to find out information than they use to acquire a new product or execute a contract.
  • Digitization paradoxically leads to an increase, not a decrease, in interaction with clients.
  • Communication channels change during the customer’s lifecycle.
  • Communication channels do not run in parallel but complement one another or strategically build on one another.
  • Digital channels are an excellent tool for client education and retention. If you offer existing clients excellent service and information at the right time via the right channel, you increase their loyalty and identification with the brand.

Want to keep up with the leaders in your field?

In customer care, the transition of banks and financial institutions to omnichannel communication in real time is crucial. At Adastra we manage this impeccably. We are involved both in the implementation of communication tools and the creation of communication strategies and scenarios.

From your own experience, you know that the customer’s journey is not a simple one that takes place in a linear fashion. They often switch between digital and traditional channels. An effective strategy is based on recognizing the customer in both types of communication (digital and traditional) and actually identifying their needs. After that, it’s just a small step to understanding how to communicate with the customer.

Communication with the customer is very voluminous in terms of data, which is why we utilize the Big Data environment for our work. This enables all communications to be archived and analyzed. It also supports real-time communication, which allows us to process and evaluate information as soon as it originates. We also use artificial intelligence for selected communication scenarios.

Clients expect the following from banks and financial institutions:

  • Speed and flexibility, i.e. the rapid handling of requests, rapid response, and care based on their actual requirements.

 

  • Knowledge of every client’s behavior, giving rise to an expectation of personalized communication (not across-the-board sales communication).

 

  • Reliability and transparency, including a proactive approach by the bank or financial institution.

 

  • Interaction and care based on personal communication, empathy, simplicity, and clarity.

UX/UI

Increase productivity and improve customer relationships with state-of-the-art UX/UI design.

With the rise of streaming services and service apps, customers have grown to not only enjoy user-friendly accessibility, but they expect it. Coupled with the shift in customer demand, digital transformation has expanded across all industries, fostering increasingly nimble and data-driven organizations.

The need for user-friendly comprehensive interfaces, from websites to mobile applications to dashboards, has grown exponentially as organizations discover that it not only increases customer satisfaction, but also increases efficiency across several lines of business.

With Proboston as your digital partner, we will provide you with state-of-the-art user experience and user interface (UX/UI) solutions. Our designers and developers will work closely with you team to understand the root objectives within your organization, be it an increase in efficiency in supply chain reporting processes or an increase in sales on your e-commerce platform. Proboston will provide you with a tailored solution, that will not only garner ease-of-use, but also leverage data, so that you can easily measure success and ensure you meet your KPI’s.

Visual design

Aesthetically pleasing design elements tailored to fit your brand look and feel

User-friendly

Concise and comprehensive platform with a marginal learning curve and exponential effciency

Data-driven Approach

Leverage customer data captured through the user interface to generate insights

Case studies

Pepper as a robotic bank assistant at Tatra banka

Pepper serves as the very first touchpoint to welcome clients in the branches, providing various types of services thanks to the robotic management solution developed by Adastra.

Daily interactions

Overall customer satisfaction rating

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Slovak Telekom digitalized retail processes with a single device

Adastra implemented a store digitalization solution for all Slovak Telekom stores in Slovakia in partnership with ELCOM and Proboston Creative. Thanks to this unique...

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Raiffeisen Bank International makes the Marketing Automation Strategy Come True with Adastra’s Help

It is already more than one year since Adastra delivered the „Technological Upgrade of the Retail CRM“ project for Raiffeisen Bank International. An activity...

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Retail provider detected 70 % of known fraud cases and additional unexpected fraud cases

We detected shop assistants who commit fraud by stealin customer money. We developed a detector which process surveillance CCTV data, pair it with the data...

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Let´s talk

Martin Obetko
Managing Consultant