ASX

Customer engagement platform strategy

ASX is one of the world’s leading financial market exchanges, offering a full suite of services, including listings, trading, clearing and settlement, across a comprehensive range of asset classes. The ASX website is one of the leading sources of financial news and market insights. However, despite commanding traffic, customer engagement was not turning into dollars.

The brief

W3.Digital supported ASX’s customer engagement goals by helping them get closer to their customers and understand what platform development improvements would generate the biggest “bang for buck.”

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What we did

W3 helped ASX achieve its customer engagement goals through:

  • Completion of detailed customer and stakeholder research
  • Development of a comprehensive retail investor strategy. This was focused on the potential digital initiatives that would have the highest likelihood of supporting ASX in achieving their goals
  • Providing guidance and direction regarding market and technology trends that may impact the customer experience in the future

Action for opportunity

This strategy provided ASX with a detailed action plan allowing them to build the tools and services retail investor customers were seeking. By understanding customer needs and motivations ASX was able to make key business decisions about both the activity and sequencing of activity required to generate new revenue opportunities.

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