Case Summary
Citi wanted to create an enhanced, engaging online experience for customers, using more robust functionality and customized tools to address individual concerns. With millions of customers logging in via web or by mobile application each day, it was important for Citi to understand how many customers access the information and, more importantly, why. Citi leveraged Omniture Insight to reduce delinquent payments by 15% and to decrease customer service calls by 20%.