While customers are increasingly global and mobile, they also expect transparent, intuitive, and consistent service anytime, anywhere. This meant Encore needed to better understand its customers and efficiently expand and support services to be industry leaders of tomorrow. Encore Capital Group is a global specialty finance company with operations and investments across North America, Europe, Asia and Latin America, but it needed to understand who its customers were in order to provide service, support and experiences that served each in unique ways.
We began with interviews with executives and then moved into their data, so we could understand quantitatively who the customers were, why they relied on Encore and how they wanted to be engaged across channels. Once insights were formulated, we architected the customer journey and identified key moments that matter. In the end, the final deliverable enabled Encore to begin the process of engaging their customers where it mattered most across digital channels including website, mobile, customer support and events throughout the year.