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THE NAME: ∑mpath

(coined by Empathy, Path, and Sum)

Capital One’s top asset is its relationship with its customers. And the primary conduit for the relationship is the customer service professional. Every interact, every phone call is a new opportunity for Capital One to either build or destroy that relationship. The name ∑mpath serves as a constant reminder to the agents that their job is to truly care for the person on the other end of the phone; understand their problems, meet their needs, and quell their frustrations. In essence, their job is to show empathy. It’s through this interaction that Capital One strengthens its customer relationships and builds lifetime customer value.

 

THE ASK

To create a name for Capital One's new internal system that combines multiple platforms.

THE STRATEGY

Empower agents and encourage them to learn the new system.

 
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