"NEXT rapidly converts our extensive customer feedback into clear, actionable strategies, dramatically reducing the time and costs associated with manual data analysis. The impact on efficiency and decision-making is substantial." – Vanessa Fraiberger, Head of Transaction Banking 2.0, BNP Paribas

BNP Paribas transforms digital product innovation with NEXT

As Europe's largest bank by assets, BNP Paribas constantly seeks to innovate and stay ahead of evolving customer expectations. Jacques Levet, Head of Transaction Banking for Europe, Middle East, and Africa, saw a clear opportunity to maximize business value from the vast customer interaction data the bank collected. By partnering with NEXT, BNP Paribas turned previously underutilized feedback into strategic growth opportunities, significantly enhancing customer satisfaction, reducing product waste, and boosting digital engagement and adoption rates.

Operating across 70 countries with more than 180,000 employees, the challenge was clear: how could BNP Paribas efficiently translate immense volumes of customer interactions—from user interviews, surveys, online reviews, usability tests, and support interactions—into meaningful business outcomes?

BNP Paribas transforms digital product innovation with NEXT

Scaling customer intelligence to reduce operational costs

NEXT enabled BNP Paribas to automate the consolidation and analysis of massive volumes of customer data. By quickly surfacing actionable insights, NEXT eliminated the costly and time-intensive manual effort traditionally associated with large-scale customer research. Digital product teams gained instant clarity on which customer issues to prioritize, effectively cutting analysis overhead and allowing them to swiftly resolve customer pain points that directly impacted customer retention and growth.

"NEXT rapidly converts our extensive customer feedback into clear, actionable strategies, dramatically reducing the time and costs associated with manual data analysis. The impact on efficiency and decision-making is substantial." — Vanessa Fraiberger, Head of Transaction Banking 2.0, BNP Paribas

Scaling customer intelligence to reduce operational costs

"NEXT rapidly converts our extensive customer feedback into clear, actionable strategies, dramatically reducing the time and costs associated with manual data analysis. The impact on efficiency and decision-making is substantial." — Vanessa Fraiberger, Head of Transaction Banking 2.0, BNP Paribas

Scaling customer intelligence to reduce operational costs

"NEXT rapidly converts our extensive customer feedback into clear, actionable strategies, dramatically reducing the time and costs associated with manual data analysis. The impact on efficiency and decision-making is substantial." — Vanessa Fraiberger, Head of Transaction Banking 2.0, BNP Paribas

Delivering digital products customers truly value

Using NEXT, BNP Paribas aligned digital product development directly with validated customer needs, significantly decreasing product misalignment and waste. The bank leveraged insights to deliver targeted enhancements for mobile banking apps, online account management tools, and digital transaction services. By consistently addressing verified customer pain points, BNP Paribas increased product adoption, improved customer experiences, and ultimately accelerated revenue growth through higher customer engagement and satisfaction.

Delivering digital products customers truly value

Accelerating innovation cycles and improving ROI

With NEXT, BNP Paribas notably accelerated its innovation processes by rapidly validating ideas against real-time customer feedback. The digital teams shortened the development lifecycle, minimizing costly redesigns and failures. The swift iteration cycles enabled BNP Paribas to achieve quicker returns on investment, efficiently deploying resources only on initiatives that demonstrated clear customer value from early validation.

"NEXT fundamentally enhances our innovation process, accelerating our ability to deliver impactful products. By continuously aligning our efforts to verified customer needs, we're seeing remarkable improvements in both product success rates and financial outcomes."
— Rudi Collin, Head of Digital Transformation, BNP Paribas

Driving strategic agility in a competitive market

NEXT allowed BNP Paribas to proactively identify and adapt to market and competitive shifts by continuously analyzing comprehensive customer interaction data. Early insight into emerging trends and shifting customer preferences enabled strategic decisions that safeguarded the bank’s competitive position and market leadership. This proactive capability translated directly into tangible business benefits, including stronger customer loyalty, market differentiation, and sustainable growth.

Ultimately, NEXT empowered BNP Paribas to leverage customer intelligence strategically, enhancing their digital product portfolio, optimizing resource allocation, and ensuring long-term business success in an increasingly dynamic banking landscape.

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Photo: Siège de BNP Paribas by Laurent Grassin (link)

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BNP Paribas transforms digital product innovation with NEXT

BNP Paribas transforms digital product innovation with NEXT

BNP Paribas transforms digital product innovation with NEXT

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