how to drive customer-centric actions in the financial sector · how to drive customer-centric...

How to Drive Customer-Centric

Actions in the Financial Sector

Miguel Ramos | Mobile & Action Management Practice Lead

Copyright © 2015 Confirmit

Elements of customer insights that firms rated are

done well or very well


Summary

• Banking Themes

• Listen to your Customers and Empower your

Employees

•Drive Improvements through Tactical and

Strategic Actions


Banking Themes

•Enhancing customer experiences

•Regulation and compliance

•New technologies and cyber security


Importance of Digital


Regulation and Compliance


New Technologies: Digital Global Snapshot

Total

Population

Active

Internet

Users

Active

Social Media

Accounts

Unique

Mobile

Users

Active

Mobile

Social

Accounts

7.2

Billion

3.0

Billion

2.0

Billion

3.6

Billion

1.7

Billion

Penetration

42%

Penetration

29%

Penetration

51%

Penetration

23%

http://www.slideshare.net/wearesocialsg/digital-social-mobile-in-2015


New Technologies: Mobile Connections Mobile connections compared to population

101%

91%

126%

79%

125%

124%

139%

77% 119%

109%

112% 98%

http://www.slideshare.net/wearesocialsg/digital-social-mobile-in-2015


Scale of Mobile and Predictions

Source: Mobile Moments Transform Commerce And Service Experiences",

Forrester Research, Inc., February 11, 2015


Listen Collect structured & unstructured data

from multiple internal and external sources

Analyse Real-time analysis delivering true

insights across the organisation

Act Prioritise & facilitate both

tactical and strategic actions

Monitor impact on business

results

Exec Mgmt

CX/Insights

Team Leader

Area Manager

Product Manager

Account Manager

From Feedback to Change


How to Know That You are Achieving Improvements?

>You need to ask …


Listening to your Customers


Listening to your Team Members

Contact Centre Branch


Listening

Transactional

Survey

Customer

Branch

Contact Centre

Digital Feedback


Listening

Transactional

Survey

Customer

Branch

Contact Center

Digital Feedback


Listening

Feedback

Customer


Listening to VoC through the Employee

Feedback Engagement

Customer Employee Feedback


Listening to VoC through the Employee

Feedback Engagement VoC through

the

Employee

Customer Employee Feedback









results

Exec Mgmt

CX/Insights

Team Leader

Area Manager

Product Manager

Account Manager



Analyse Data in Real Time


Listening to Drive Improvements

Feedback Engagement VoC / Employee Listen

Act Client

Strategic &

Process

Improvement

Team









results

Exec Mgmt

CX/Insights

Team Leader

Area Manager

Product Manager

Account Manager



Drive Improvement in Two Areas

Tactical Strategic


Drive Improvement in Two Areas

Tactical Strategic

Business

Actions Business

Actions


Drive Improvements

Tactical Business Actions


Act: Tactical Business Actions

Transactional

Survey

Feedback



Negative Comment

Transactional

Survey

Positive Comment

Feedback

Customer



Negative Comment

Transactional

Survey

Positive Comment

Case

Feedback

Customer



Negative Comment

Transactional

Survey

Positive Comment

Case

Feedback Branch or

Contact Centre

Manager

Action

Customer


Act: Tactical Business Actions in Real Time


Drive Improvements

Strategic

Business Actions


Drive Improvements

Strategic

Business

Actions

Alert Action Alert Action Alert Action Alert Action Alert Action Alert Action Alert Action

Alert Action Alert Action

Alert Action


Strategic: Drive Improvements


Strategic: Drive Improvements

>Additional revenue

>Cross-selling

>Customer satisfaction


Strategic Actions: Drive Improvements

>Prioritisation of areas of improvements that can

drive overall customer satisfaction


Strategic Actions: Drive Improvements

•Online Dashboards to Monitor previous actions

• Share Best Practices


Summary

•Business Themes

• Enhancing customer experiences

• Regulation and compliance

• New technologies and cyber security

• Listening to customers and employees

• Actionable tactical and strategic insights

• Monitor actions taken


Drive Improvements through

Tactical actions

Strategic actions


Taking actions on insights is precious

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