Wells Fargo
Wells Fargo/Wachovia Conversion Experience
When Wells Fargo acquired Wachovia, plans were put into place to welcome Wachovia’s 6 million online customers to the Wells Fargo online experience.
Customer experience conversion strategies, communication and interaction models, and detailed designs of online communication, microsites, and Online Banking, Bill Pay, and Brokerage applications, were freshly approached with the goal of creating a feeling of security, comfort, and excitement for newly converted customers. Throughout this transition, the overarching goal was to ensure a positively enhanced experience for all 27 million customers.
