(VISA) Driving Customer Experience in the Visa Application Journey

Client Background Challenge Objective What We Did Barriers Opportunities Solutions Business Outcomes The breadth and depth of digital penetration in the average day-to-day life has increased There is less resistance to digital touchpoints and digital journeys Differentiated experiential expectations exist - • First-timers need proactive support and higher empathy. • Repeat applicants seek higher velocity and perceived transparency. Low Friction, High Transparency is a table-stakes expectation. TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL

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