Using Playbooks

Playbooks compare your institution with top-performing peers on two key behaviors: held direct deposit and external account connections. Each playbook estimates the potential impact, recommends actions, and takes you straight to the audience to target. Even if you already match or outperform top performers, the playbook shows your remaining opportunity.

Understanding Top Performers

Top performers are the MX clients who lead the playbook’s metric among clients with similar digital user completeness, which is the percentage of your total digital users on the MX platform. MX groups clients into four ranges: high (70% to 100%), medium (40% to under 70%), low (10% to under 40%), and very low (under 10%). Within your digital user completeness range, MX compares you with a target percentile. Your target percentile depends on where you rank:

Below the 75th percentile: Your target is the 75th percentile.
Between the 75th and under the 90th percentile: Your target is the 90th percentile.
At or above the 90th percentile: The playbook shows how far you outperform the 90th percentile.

To see which percentile you’re being compared with, hover over the MX top performers info icon in either the Value Dashboard or the Performance vs. peers section of your selected playbook.

Selecting a Playbook

You can find playbooks under the Value Dashboard in the Intelligence Platform. Select the playbook that matches your goal.

Win the primary paycheck: This playbook helps position your institution as your users’ primary financial institution by prompting them to set up or switch direct deposit. The target audience is users with an active held checking or savings account that hasn’t had a direct deposit transaction in the last three months. To select this playbook, you must have Data Enhancement.
Gain full data visibility: This playbook helps you uncover cross-sell opportunities for multi-product adoption by prompting users to link their external accounts. The target audience is users who haven’t aggregated any external financial accounts. To select this playbook, you must have Account Aggregation and Data Enhancement.

To calculate a playbook’s potential impact, we apply typical results across MX clients to the users in your audience. Refer to the following table for a list of actions you can take in each playbook. The actions that are available to you depend on the MX products you have.

Action	Description
Launch a Messaging campaign	Review example messages and an audience of users who fit its criteria. To change who’s included, edit the audience in the Audience Builder, which you can open from the Audience criteria window on the right. Learn more about Messaging campaigns in Creating a Message. If you have Customer Analytics, you can leverage additional data about your users’ external accounts to create more precise audiences. See Run smarter campaigns with Customer Analytics in the next row.
Run smarter campaigns with Customer Analytics	Customer Analytics adds data about users’ accounts at other institutions, adding more precision to your Messaging campaigns: For the Win the primary paycheck playbook, this enables you to target users with direct deposits at other institutions, view the amounts, and prompt them to switch. For the Gain full data visibility playbook, this enables you to target users with discovered accounts, prompt them to aggregate, and gain additional insights.
Use Insights to prompt users automatically	This action appears only if you don’t already have the Financial Insights product, enabling you to request a demo or learn more about how this product benefits your playbooks. Financial Insights automatically identifies users who don’t have direct deposit or connected accounts, and prompts them to set up direct deposit, switch direct deposit, or connect a discovered account without requiring you to create an audience or Messaging campaign.
Optimize your implementation	View your performance or contact your MX representative to learn how to improve your implementation for increased adoption and a better user experience based on the products you have, such as embedding mini widgets in high-traffic areas of your site so users find new tools and see more of your prompts.
Drive adoption of digital channels	Promote your digital experience for increased adoption and visibility through channels you already use, such as email or direct mail, so users know which tools they can use. Your MX representative can help you get started.

Intelligence Platform

Data Access

Customer Analytics

Audiences and Messaging

Understanding Top Performers

Selecting a Playbook

​Understanding Top Performers

​Selecting a Playbook

Understanding Top Performers

Selecting a Playbook