Looking to align digital innovation with evolving customer needs? See how C Space helped a leading national bank enhance cardholder experiences and support its retail payment services roadmap through a flexible, always-on communipanel.
A leading national bank aimed to enhance its cardholder experience by aligning new digital offerings with the strategic goals and digital roadmap of its retail payment services department. Specifically, the bank recognized the importance of engaging directly with credit cardholders to ensure that digital enhancements were both meaningful and effective. They sought to understand the following:
To foster direct, ongoing engagement between the bank and its credit cardholders, C Space developed and launched a dedicated communipanel. This private online insight community platform created a dynamic two-way dialogue, allowing cardholders to share feedback, preferences and ideas in real time. It provided our client’s retail payment services group with a flexible and efficient channel to quickly address pressing business questions, helping to guide digital product development and strategic decision-making. Beyond delivering timely insights, the platform also positioned the bank for long-term success by establishing a sustainable mechanism for continuous learning. The communipanel’s design supported both quantitative and qualitative research approaches, enabling the bank to capture rich, actionable data. The ability to quickly pivot research efforts and revisit topics with the same group of participants created a deeper, more consistent understanding of customer needs. This adaptive market research approach empowered the bank to remain agile, responsive and customer-focused in an evolving digital landscape.
The bank has actively leveraged its communipanel as a powerful tool to gather timely, customer-driven insights. This always-on platform allows the retail payment services team to quickly connect with cardholders whenever a customer experience research need arises—delivering valuable feedback in just days rather than the weeks or even months often required by traditional research methods. The speed and agility of this approach have proven instrumental in supporting fast decision-making and continuous innovation. Beyond just speed, the communipanel has delivered significant cost efficiencies. Compared to conventional ad hoc research projects, the bank is seeing estimated annual savings of 25–30%, thanks to the ability to conduct multiple research activities through a single, scalable platform. The value and success of the communipanel have not gone unnoticed—other lines of business across the organization have begun using the platform for their own research needs and are actively exploring the development of their own dedicated online communities.
This communipanel is so valuable to us. It has demonstrated its worth tenfold.
