With military clients located around the world and only one branch to serve them, First Command Financial Services, Inc. relies heavily on digital banking to provide day-to-day services.
After an extensive study of client experiences, including engagement and brand perception, First Command Financial Services realized it was not doing enough to engage and connect with clients through its digital banking services.
First Command saw an opportunity to enhance service and increase loyalty by improving digital experiences. Using ArchitectTM from Fiserv, which was designed to give financial institutions the control and flexibility needed to personalize digital experiences, the company set out to develop a more relevant, tailored digital journey based on the life stages and financial needs of clients. The bank developed unique dashboards that personalized the digital experiences for prospects and customers based on their life stages.