Request a Demo

Close Form PopupLink to Close the Form Popup

Demo Form

Learn how we use your personal data in our privacy policy and about our country/region options

Customer

Virgin Money UK

cybg-body-1

£30k reduction in research costs

Decrease in complaints volume

Increase in overall Relationship NPS

Overview

As a business, Virgin Money UK had to embrace the digital disruption taking place in the banking industry in order to remain profitable. The launch of their intuitive digital banking service, full of money management features, targeted at a younger, more digitally enabled customer, meant they had to transform into a fully customer-led, insights-driven organization.

Goals

Accelerate innovation

De-risk decisions

Challenge

The banking industry is constantly evolving, and with the explosion of digital banking, Virgin Money UK realised that although their loyal customers provided a strong foundation for their future, they needed to target a younger, 'digitally-enabled' customer to remain competitive. However, these customers demand superior customer service. They want simplicity, and to be treated as individuals. Therefore, Virgin Money UK’s ambition is to disrupt the status quo and encourage consumers to ‘Say Hello to Brighter Money’.

Surveys-security-trust-1
blog-13-stunning-stats-on-the-growing-CX-leadership-gap

Solution

They launched an intuitive digital banking app for their Personal Current Account customers targeting this new segment they had identified. The launch and success relied on the team placing the voice of the customer at the heart of the business to understand their new customer and deliver relevant, rewarding interactions at every touch point.

By working closely with Alida, the team started to understand the 'why' behind their existing customer data. The 'Brighter Money Matters' digital insight community empowered them to build, launch, and start learning from their customers quickly and efficiently. The success metrics are evident; 20% response rate within the community, vs a historic 3%.

The actionable results in less than 24 hours gave the research team the ability to test ideas overnight within the digital insight community, and send the results to development the very next day. This allowed them to constantly innovate around immediate customer feedback, ensuring their customer experience constantly exceeds competitors. 

"The speed of response enables customers to directly influence the design thinking process, enabling the community to co-create concepts with us. A game changing approach to insight for Virgin Money UK."

-David Judic, Head of Customer Innovation, Virgin Money UK

Recommended Resources

Fossil Group Uses Customer Insights to Empower Business Decisions

Fossil Group Uses Customer Insights to Empower Business Decisions

Customer Experience
Retail
Product Experience
Brand Experience
How Virgin Money UK Listen and Respond

How Virgin Money UK Listen and Respond

to Rapidly Changing Customer Needs in the Age of Coronavirus

Customer Experience
Financial Services
How Condé Nast's Consumer-Centric Focus Supports the Company's Global Vision

How Condé Nast's Consumer-Centric Focus Supports the Company's Global Vision

Customer Experience
Media & Entertainment
Don't Fall Behind:

Don't Fall Behind:

Optimize Your CX Program and Stay Connected to Your Customers

Customer Experience
Securing Growth and Customer Retention in Banking in the Age of Disruption

Securing Growth and Customer Retention in Banking in the Age of Disruption

Customer Experience
Financial Services
Product Experience
How Alida Helps The World's Most Customer-Centric Brands Win

How Alida Helps The World's Most Customer-Centric Brands Win

Customer Experience
Employee Experience
User Experience
Brand Experience
Driving Business Value:

Driving Business Value:

What Can CXM Do For You?

Customer Experience
4 Pillars of Customer Experience Management Value

4 Pillars of Customer Experience Management Value

Customer Experience
Be the Player:

Be the Player:

How Gamesys Puts Themselves in the Shoes of Their Players

Media & Entertainment
Activating the Community:

Activating the Community:

Making CX an Organization-wide Priority

Customer Experience
Insights in 2020

Insights in 2020

Tech
User Experience
Building an Agile Insight Engine

Building an Agile Insight Engine

Customer Experience
Proving the Value of Insights During Covid-19

Proving the Value of Insights During Covid-19

Brand Experience
Alida Named a Niche Player

Alida Named a Niche Player

Gartner 2020 Magic Quadrant for Voice of Customer

Customer Experience
Featured
CX: Market Researchers' Top Priority for 2021

CX: Market Researchers' Top Priority for 2021

Greenbook Webinar

Customer Experience
World Class Insights:

World Class Insights:

12 Tips for Marketing Research and Insight Pros

Customer Experience
What Is Customer Experience Management?

What Is Customer Experience Management?

Customer Experience
The Ultimate Guide to Insight Communities

The Ultimate Guide to Insight Communities

Customer Experience
Customer Centricity: The Definitive Guide

Customer Centricity: The Definitive Guide

Customer Experience
Sprint in the Right Direction:

Sprint in the Right Direction:

How CXM Drives Year-Round Growth in the Tech Industry

Customer Experience
8 Ways Banks And Credit Unions Can Improve Their Key Metrics By Putting Customers First

8 Ways Banks And Credit Unions Can Improve Their Key Metrics By Putting Customers First

Customer Experience
How to Make Smarter, Consumer-Obsessed Decisions

How to Make Smarter, Consumer-Obsessed Decisions

Customer Experience
Keeping Customer Insights Flowing Through 2020 & Beyond

Keeping Customer Insights Flowing Through 2020 & Beyond

Customer Experience
Media & Entertainment
Brand Experience
B2B2C Community

B2B2C Community

The Opportunities & Challenges Building a Community of your Customer's Customers

Customer Experience
Retail
CPG
The Prescription for Success

The Prescription for Success

How to Take Your Organization From “I Think” to “I Know”

Healthcare
Patient Experience
Using Insights to Stay Ahead of Trends & Competitors

Using Insights to Stay Ahead of Trends & Competitors

Customer Experience
Retail
Advertising Insights from COVID Challenges

Advertising Insights from COVID Challenges

Media & Entertainment
Brand Experience
7 Ways to Lead in a Crowded Streaming Media Market

7 Ways to Lead in a Crowded Streaming Media Market

Customer Experience
Media & Entertainment
User Experience
Why Should Your Customer Advisory Board Go Digital?

Why Should Your Customer Advisory Board Go Digital?

Customer Experience
Tech
Product Experience
7 Questions Every Company Must Ask When Building an NPS Program

7 Questions Every Company Must Ask When Building an NPS Program

Customer Experience
Brand Experience
Prioritizing Patient Experience

Prioritizing Patient Experience

Customer Experience
Healthcare
5 Essential Steps to Plan Your CX Transformation

5 Essential Steps to Plan Your CX Transformation

Forrester Report

Customer Experience
Using Insights to Stay Ahead In An Oversaturated Market

Using Insights to Stay Ahead In An Oversaturated Market

A Fireside Chat with Sky Betting & Gaming

Customer Experience
Media & Entertainment

Learn how you can engage thousands of your customers and users in a more authentic and engaging way

GET A DEMO