Since its founding as a credit card company in 1988, Capital One Financial Corp. has grown into a diversified bank with more than 65 million customer accounts worldwide. The company has been going aggressive on digital acquiring a variety of digital companies and launching a range of initiatives. And there’s a direct impact of these initiatives on how it deals with its customers. Currently, 75% of customer interactions with Capital One are digital, and this number is only expected to grow. In Q4 2013, Capital One was one of the most visited websites, with 40 million unique online visitors. In gaining such traction, Capital One, in the process, has fundamentally altered traditional industry ways of working through digital technology. Read the case study to understand more.
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