{"id":2905,"date":"2025-07-23T14:51:09","date_gmt":"2025-07-23T12:51:09","guid":{"rendered":"https:\/\/decyde.eu\/?page_id=2905"},"modified":"2026-04-29T16:35:42","modified_gmt":"2026-04-29T14:35:42","slug":"customer-portal-adoption","status":"publish","type":"page","link":"https:\/\/decyde.eu\/en\/customer-portal-adoption\/","title":{"rendered":"Customer Portal Adoption"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"2905\" class=\"elementor elementor-2905\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3277728 e-con-full e-flex e-con e-child\" data-id=\"3277728\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a06b38c elementor-widget__width-inherit elementor-widget elementor-widget-spacer\" data-id=\"a06b38c\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-8e0e4fd e-flex e-con-boxed e-con e-parent\" data-id=\"8e0e4fd\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-652c04e e-con-full e-flex e-con e-child\" data-id=\"652c04e\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-226e475 elementor-widget elementor-widget-html\" data-id=\"226e475\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t\t<script type=\"application\/ld+json\">\n[\n \n{\n  \"@context\": \"https:\/\/schema.org\",\n  \"@graph\": [\n    {\n      \"@type\": \"WebPage\",\n      \"@id\": \"https:\/\/decyde.eu\/en\/customer-portal-adoption\/\",\n      \"url\": \"https:\/\/decyde.eu\/en\/customer-portal-adoption\/\",\n      \"name\": \"Customer Portal Adoption Strategy | 9\u00d7 Digital Uptake\",\n      \"description\": \"Behavioural nudges lifted customer portal adoption up to nine\u2011fold by matching timing, relevance and urgency to segmented user needs.\",\n      \"inLanguage\": \"en-US\",\n      \"dateModified\": \"2025-07-28T12:37:43+00:00\",\n      \"workTranslation\": {\n        \"@type\": \"WebPage\",\n        \"@id\": \"https:\/\/decyde.eu\/de\/customer-portal-adoption\/\",\n        \"url\": \"https:\/\/decyde.eu\/de\/customer-portal-adoption\/\",\n        \"name\": \"Kundenportal Adoption\",\n        \"inLanguage\": \"de\"\n      },\n      \"primaryImageOfPage\": {\n        \"@type\": \"ImageObject\",\n        \"url\": \"https:\/\/decyde.eu\/wp-content\/uploads\/2025\/07\/Dr_Adam_Flitton_sw_quare_03.jpg\",\n        \"width\": 750,\n        \"height\": 750\n      },\n      \"about\": {\n        \"@id\": \"https:\/\/decyde.eu\/en\/customer-portal-adoption\/#article\"\n      }\n    },\n    {\n      \"@type\": \"Article\",\n      \"@id\": \"https:\/\/decyde.eu\/en\/customer-portal-adoption\/#article\",\n      \"headline\": \"Customer Portal Adoption Surged up to 9x with Behavioural Science\",\n      \"description\": \"A new digital portal was underused. By using behavioural science to inform content, timing, and urgency, we increased adoption rates by up to 9x compared to the status quo.\",\n      \"image\": \"https:\/\/decyde.eu\/wp-content\/uploads\/2025\/07\/Dr_Adam_Flitton_sw_quare_03.jpg\",\n      \"inLanguage\": \"en-US\",\n      \"publisher\": {\n        \"@id\": \"https:\/\/decyde.eu\/en\/#organization\"\n      },\n      \"author\": {\n        \"@id\": \"https:\/\/decyde.eu\/en\/#organization\"\n      },\n      \"about\": [\n        {\n          \"@type\": \"Service\",\n          \"name\": \"NUDGE TO DIGITAL\",\n          \"url\": \"https:\/\/decyde.eu\/en\/solutions\/#nudge-to-digital\"\n        },\n        {\n          \"@type\": \"DefinedTerm\",\n          \"name\": \"Customer portal adoption\"\n        }\n      ],\n      \"mentions\": [\n        {\n          \"@type\": \"DefinedTerm\",\n          \"name\": \"Segmentation and tailoring\",\n          \"description\": \"Tailoring communications to groups of customers who are differentiated meaningfully in terms of their behaviour.\"\n        },\n        {\n          \"@type\": \"DefinedTerm\",\n          \"name\": \"Timing\",\n          \"description\": \"Maximising impact by intervening at specific parts of the customer journey.\"\n        },\n        {\n          \"@type\": \"DefinedTerm\",\n          \"name\": \"Urgency\",\n          \"description\": \"Using tested linguistic techniques to boost perceived urgency.\"\n        }\n      ]\n    },\n    {\n      \"@type\": \"ProfessionalService\",\n      \"@id\": \"https:\/\/decyde.eu\/en\/#organization\",\n      \"name\": \"Decyde\",\n      \"url\": \"https:\/\/decyde.eu\/en\/\",\n      \"address\": {\n        \"@type\": \"PostalAddress\",\n        \"streetAddress\": \"Richtiplatz 1\",\n        \"addressLocality\": \"Wallisellen\",\n        \"postalCode\": \"8304\",\n        \"addressCountry\": \"CH\"\n      }\n    }\n  ]\n}\n \n]\n<\/script>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9c5fecf elementor-widget-mobile__width-inherit elementor-widget elementor-widget-image\" data-id=\"9c5fecf\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"750\" height=\"900\" src=\"https:\/\/decyde.eu\/wp-content\/uploads\/2025\/07\/Fabian_Schaefer_sw_03.jpg\" class=\"attachment-large size-large wp-image-5236\" alt=\"Portrait of Fabian Schaefer\" srcset=\"https:\/\/decyde.eu\/wp-content\/uploads\/2025\/07\/Fabian_Schaefer_sw_03.jpg 750w, https:\/\/decyde.eu\/wp-content\/uploads\/2025\/07\/Fabian_Schaefer_sw_03-250x300.jpg 250w\" sizes=\"(max-width: 750px) 100vw, 750px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5a8fdfa elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"5a8fdfa\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><strong>Questions about this case?<\/strong><br \/>Get in touch to explore how this worked and how it might for you.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-480f577 elementor-widget elementor-widget-button\" data-id=\"480f577\" data-element_type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;none&quot;,&quot;_animation_delay&quot;:200}\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm elementor-animation-grow\" href=\"mailto:info@decyde.eu\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Talk to us<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5eb6657 e-con-full e-flex e-con e-child\" data-id=\"5eb6657\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a26e3b8 elementor-invisible elementor-widget elementor-widget-text-editor\" data-id=\"a26e3b8\" data-element_type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeInUp&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>NUDGE TO DIGITAL<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e14a2ec elementor-widget__width-initial elementor-widget-tablet__width-initial elementor-invisible elementor-widget elementor-widget-heading\" data-id=\"e14a2ec\" data-element_type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeInUp&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Customer Portal Adoption Surged up to 9x with Behavioural Science<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-06fa03c elementor-widget elementor-widget-spacer\" data-id=\"06fa03c\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cac1a97 elementor-widget elementor-widget-spacer\" data-id=\"cac1a97\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fbebcf5 elementor-widget__width-initial elementor-invisible elementor-widget elementor-widget-text-editor\" data-id=\"fbebcf5\" data-element_type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeInUp&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><strong>Our client developed a new digital portal to reduce pressure on their call centre for service queries. Communications campaigns advertising the portal\u2019s benefits had been unsuccessful and it remained underused by customers, meaning call centre expenses remained high.<\/strong><\/p><p><strong>Insight: Tailoring to customer groups can drastically boost results<\/strong><\/p><p>The existing communication approach did not give customers a reason to act now, leading to engagement with the portal never taking place.<\/p><ul><li>The timing of the communications in the customer journey was misjudged<\/li><li>A single, one-size-fits-all communication sent to all customers did not sufficiently address the varied feelings of different customer groups<\/li><\/ul><p><strong><br \/>The Solution: Using behavioural science to inform content and strategy<br \/><\/strong><\/p><p>We maximised the potential of the communications through pragmatic selection of customers and customisation to these groups:<\/p><ul><li>Segmentation and tailoring: Tailoring communications to groups of customers who are differentiated meaningfully in terms of their behaviour<\/li><li>Timing: Maximising impact by intervening at specific parts of the customer journey<\/li><li>Urgency: Using tested linguistic techniques to boost perceived urgency<\/li><\/ul><p><strong style=\"text-align: var(--text-align);\"><br \/>The Results<\/strong><\/p><ul><li>Improvement in digital adoption in all groups<\/li><li>Depending on the group, performance was between 2\u20139x greater than the status quo<\/li><li>Set a digital-first habit in customers to reduce call centre pressure<\/li><\/ul><p><strong><br \/>Big Takeaway<\/strong><\/p><p>Meaningful segmentation and tailoring can be done pragmatically when data is relatively unavailable, and this can be used to greatly improve performance.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ca0fa2a elementor-widget elementor-widget-spacer\" data-id=\"ca0fa2a\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-ab93c6b e-flex e-con-boxed e-con e-parent\" data-id=\"ab93c6b\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-1d47435 e-con-full e-flex e-con e-child\" data-id=\"1d47435\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d2007d6 elementor-widget elementor-widget-spacer\" data-id=\"d2007d6\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5d3d7dd e-con-full e-flex e-con e-child\" data-id=\"5d3d7dd\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d49794d elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"d49794d\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Explore more<br> case studies<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-abeaaf8 elementor-widget elementor-widget-spacer\" data-id=\"abeaaf8\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9af36ee elementor-widget elementor-widget-button\" data-id=\"9af36ee\" data-element_type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;none&quot;,&quot;_animation_delay&quot;:200}\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm elementor-animation-grow\" href=\"https:\/\/decyde.eu\/en\/proven-impact\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">All Case Studies<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-677a8c3 e-con-full e-flex e-con e-child\" data-id=\"677a8c3\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3398319 elementor-widget elementor-widget-image\" data-id=\"3398319\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/decyde.eu\/en\/digital-customer-engagement\/\">\n\t\t\t\t\t\t\t<img decoding=\"async\" width=\"650\" height=\"650\" src=\"https:\/\/decyde.eu\/wp-content\/uploads\/2025\/07\/09_10words5x.png\" class=\"attachment-large size-large wp-image-2372\" alt=\"Rewiring Customer Habits: 5x Digital Adoption With Smart Nudges\" srcset=\"https:\/\/decyde.eu\/wp-content\/uploads\/2025\/07\/09_10words5x.png 650w, https:\/\/decyde.eu\/wp-content\/uploads\/2025\/07\/09_10words5x-300x300.png 300w, https:\/\/decyde.eu\/wp-content\/uploads\/2025\/07\/09_10words5x-150x150.png 150w\" sizes=\"(max-width: 650px) 100vw, 650px\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4c9c29d elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"4c9c29d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Rewiring Customer Habits: 5x Digital Adoption With Smart Nudges<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e752236 elementor-widget elementor-widget-button\" data-id=\"e752236\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/decyde.eu\/en\/digital-customer-engagement\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-icon\">\n\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-arrow-right\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M190.5 66.9l22.2-22.2c9.4-9.4 24.6-9.4 33.9 0L441 239c9.4 9.4 9.4 24.6 0 33.9L246.6 467.3c-9.4 9.4-24.6 9.4-33.9 0l-22.2-22.2c-9.5-9.5-9.3-25 .4-34.3L311.4 296H24c-13.3 0-24-10.7-24-24v-32c0-13.3 10.7-24 24-24h287.4L190.9 101.2c-9.8-9.3-10-24.8-.4-34.3z\"><\/path><\/svg>\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">View full case study<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-74f2fde elementor-widget elementor-widget-spacer\" data-id=\"74f2fde\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-fffe673 e-con-full e-flex e-con e-child\" data-id=\"fffe673\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-99ac9b9 elementor-widget elementor-widget-image\" data-id=\"99ac9b9\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/decyde.eu\/en\/app-download-email\/\">\n\t\t\t\t\t\t\t<img decoding=\"async\" width=\"650\" height=\"650\" src=\"https:\/\/decyde.eu\/wp-content\/uploads\/2025\/07\/11_62Percent.png\" class=\"attachment-large size-large wp-image-2374\" alt=\"Making It Click: Behavioural Email Boosts Downloads by 62%\" srcset=\"https:\/\/decyde.eu\/wp-content\/uploads\/2025\/07\/11_62Percent.png 650w, https:\/\/decyde.eu\/wp-content\/uploads\/2025\/07\/11_62Percent-300x300.png 300w, https:\/\/decyde.eu\/wp-content\/uploads\/2025\/07\/11_62Percent-150x150.png 150w\" sizes=\"(max-width: 650px) 100vw, 650px\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1f596a2 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"1f596a2\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Making It Click: Behavioural Email Boosts Downloads by 62%<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0b6326d elementor-widget elementor-widget-button\" data-id=\"0b6326d\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/decyde.eu\/en\/app-download-email\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-icon\">\n\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-arrow-right\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M190.5 66.9l22.2-22.2c9.4-9.4 24.6-9.4 33.9 0L441 239c9.4 9.4 9.4 24.6 0 33.9L246.6 467.3c-9.4 9.4-24.6 9.4-33.9 0l-22.2-22.2c-9.5-9.5-9.3-25 .4-34.3L311.4 296H24c-13.3 0-24-10.7-24-24v-32c0-13.3 10.7-24 24-24h287.4L190.9 101.2c-9.8-9.3-10-24.8-.4-34.3z\"><\/path><\/svg>\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">View full case study<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a5bccdf elementor-widget elementor-widget-spacer\" data-id=\"a5bccdf\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-9d87450 e-con-full e-flex e-con e-child\" data-id=\"9d87450\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c14c870 elementor-widget elementor-widget-spacer\" data-id=\"c14c870\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-8fbebc5 e-flex e-con-boxed e-con e-parent\" data-id=\"8fbebc5\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-e303c57 e-con-full e-flex e-con e-child\" data-id=\"e303c57\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6334e0f elementor-hidden-mobile elementor-hidden-tablet elementor-widget elementor-widget-spacer\" data-id=\"6334e0f\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-18dd474 e-con-full e-flex e-con e-child\" data-id=\"18dd474\" data-element_type=\"container\" data-settings=\"{&quot;animation&quot;:&quot;none&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-092fcdc elementor-widget elementor-widget-heading\" data-id=\"092fcdc\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Let\u2019s build your success story<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-67682d2 elementor-widget elementor-widget-text-editor\" data-id=\"67682d2\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Let\u2019s explore how we can reduce customer churn, improve satisfaction, and unlock recurring revenue growth through smarter decisions, optimised customer journeys, and solutions that actually increase profitability.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-985655a elementor-widget elementor-widget-text-editor\" data-id=\"985655a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"color: #004141;\">Phone: <a style=\"color: #004141;\" href=\"tel:++41 58 358 85 97\">+41 58 358 85 97<\/a><br \/><\/span><span style=\"color: #004141;\">Email: <a style=\"color: #004141; text-decoration: none;\" href=\"mailto:info@decyde.eu\">info@decyde.eu<\/a><br \/><\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-279297b e-con-full e-flex e-con e-child\" data-id=\"279297b\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-fc3cb15 elementor-widget elementor-widget-text-editor\" data-id=\"fc3cb15\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<iframe aria-label='Drop Us A Line' frameborder=\"0\" style=\"height:800px;width:99%;border:none;\" src='https:\/\/forms.zohopublic.eu\/decyde1\/form\/EasyForm\/formperma\/fG0VD2pR61EHghi06DqupfbiVPQaXMt2oldwT3Yw_EY' >\n<\/iframe>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-54e5be8 e-con-full e-flex e-con e-child\" data-id=\"54e5be8\" data-element_type=\"container\">\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Questions about this case?Get in touch to explore how this worked and how it might for you. Talk to us NUDGE TO DIGITAL Customer Portal Adoption Surged up to 9x with Behavioural Science Our client developed a new digital portal to reduce pressure on their call centre for service queries. Communications campaigns advertising the portal\u2019s [&hellip;]<\/p>\n","protected":false},"author":6,"featured_media":2373,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-2905","page","type-page","status-publish","has-post-thumbnail","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer Portal Adoption Strategy | 9\u00d7 Digital Uptake<\/title>\n<meta name=\"description\" content=\"Behavioural nudges lifted customer portal adoption up to nine\u2011fold by matching timing, relevance and urgency to segmented user needs.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/decyde.eu\/en\/customer-portal-adoption\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Portal Adoption Strategy | 9\u00d7 Digital Uptake\" \/>\n<meta property=\"og:description\" content=\"Behavioural nudges lifted customer portal adoption up to nine\u2011fold by matching timing, relevance and urgency to segmented user needs.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/decyde.eu\/en\/customer-portal-adoption\/\" \/>\n<meta property=\"og:site_name\" content=\"DECYDE\" \/>\n<meta property=\"article:modified_time\" content=\"2026-04-29T14:35:42+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/decyde.eu\/wp-content\/uploads\/2025\/07\/10_9x.png\" \/>\n\t<meta property=\"og:image:width\" content=\"650\" \/>\n\t<meta property=\"og:image:height\" content=\"650\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/decyde.eu\/en\/customer-portal-adoption\/\",\"url\":\"https:\/\/decyde.eu\/en\/customer-portal-adoption\/\",\"name\":\"Customer Portal Adoption Strategy | 9\u00d7 Digital Uptake\",\"isPartOf\":{\"@id\":\"https:\/\/decyde.eu\/en\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/decyde.eu\/en\/customer-portal-adoption\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/decyde.eu\/en\/customer-portal-adoption\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/decyde.eu\/wp-content\/uploads\/2025\/07\/10_9x.png\",\"datePublished\":\"2025-07-23T12:51:09+00:00\",\"dateModified\":\"2026-04-29T14:35:42+00:00\",\"description\":\"Behavioural nudges lifted customer portal adoption up to nine\u2011fold by matching timing, relevance and urgency to segmented user needs.\",\"breadcrumb\":{\"@id\":\"https:\/\/decyde.eu\/en\/customer-portal-adoption\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/decyde.eu\/en\/customer-portal-adoption\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/decyde.eu\/en\/customer-portal-adoption\/#primaryimage\",\"url\":\"https:\/\/decyde.eu\/wp-content\/uploads\/2025\/07\/10_9x.png\",\"contentUrl\":\"https:\/\/decyde.eu\/wp-content\/uploads\/2025\/07\/10_9x.png\",\"width\":650,\"height\":650,\"caption\":\"9x increase in digital adoption graphic on green background\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/decyde.eu\/en\/customer-portal-adoption\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/decyde.eu\/en\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Customer Portal Adoption\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/decyde.eu\/en\/#website\",\"url\":\"https:\/\/decyde.eu\/en\/\",\"name\":\"decyde.eu\",\"description\":\"Shaping decisions. 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