Janine B.’s Post

Exciting to see how AI and omnichannel solutions are shaping up in banking. As a software engineer, I'm eager to apply these in real-world scenarios to boost efficiency and customer service. #BankingTech #CustomerExperience

Let's explore the cutting-edge trends shaping the future of Contact Center solutions in the banking industry. 🏦✨ 1️⃣ AI-Powered Customer Service: Harnessing the power of artificial intelligence for enhanced customer interactions and streamlined query resolution. 2️⃣ Omnichannel Experiences: Transforming customer service by seamlessly integrating various channels, providing a unified and consistent experience. 3️⃣ Automation for Efficiency: Leveraging automation for routine tasks, allowing agents to focus on complex queries and personalized customer engagement. 4️⃣ Data-Driven Insights: Utilizing advanced analytics to gain valuable insights into customer behaviors, preferences, and trends. 5️⃣ Cloud-Based Solutions: Embracing the flexibility and scalability of cloud technology to optimize contact center operations. Exciting times lie ahead as we embrace these trends to redefine customer experiences in the banking sector. Let's navigate the future together! 🚀💻 #ContactCenter #BankingTech #CustomerExperience #TechTrends2023 #PwC PwC PwC Austria Dušan Tončić, MBA Paramvir Parhar Dieter Harreither Roland Schoebel

The Banking industry is constantly looking for ways to decrease process turnaround time, streamline business processes, provide contextual information, and deliver an omnichannel experience to delight customers. From banking application systems implementation to development, upgrades, support, data analytics, and customized solution accelerators, our Low-Code offerings combine the power of contextual data intelligence with experience-led engineering, enabling transformation at scale. #joyitsolutions #technicalservices #lowcode #bankingindustry

CXM Today is proud to present the 3rd global edition of CX NXT — BFSI on the 7th May, City of London. This summit will discuss the latest trends and challenges around changing consumer behaviour, and explore steps on how to adapt the customer journey to the current market conditions. It will explore latest technological developments that can help enhance a company’s ability to generate revenue, improve efficiency and productivity and lower cost to serve their individual customer. Speakers already confirmed include:   ✅ CEO, Mettle ✅ COO, Multitude Bank ✅ CEO, Tapoly ✅ Head of SME Customer Care, Vivid Money ✅ CMO, Kroo Bank ✅ Digital Design Director, Deutsche Bank ✅ Chief People Officer, Atom Bank ✅ Senior VP CX, Citigroup ✅ Co-Founder, YouLife 💡 CX Leaders attend to understand: ✅ What’s next in customer experience (CX)? ✅ Optimizing their customer experience strategy  ✅ Evaluating technology trends ✅ Establishing CX within their business This summit is also an ideal platform to showcase your products, services, and thought leadership in the CX space. Please feel free to reach out to me direct or follow the link below: https://lnkd.in/dzjbUDVP #customerexperience #customersatisfaction #customerengagement #cx #personalisation #customerjourney #customerinsights #omnichannelmarketing #omnichannel #cxstrategy #bfsi

This is a story about #CX, KeyBank and the number 13 - before and after! Before: Our client, KeyBank, discovered during a journey mapping session with us that merchant services customers received 13 😵💫 emails in one week during onboarding! From different ecosystem providers - all with different messaging and branding. After: In just 13 months, the bank transformed its merchant services business line from a cost center to a profit driver, reduced attrition and grew revenue. How? By using our platform, CXMEngine, KeyBank was able to see and guide each touchpoint in its complex customer journeys. 1. Journey Builder Using our journey builder tool, the bank can now orchestrate more seamless experiences (and adjust them on the fly) without IT resources. 2. Ecosystem Connectors to KeyBank Providers Using our ecosystem connectors, KeyBank connected to its third-party providers, like Fiserv, to unlock back-and-forth data flow. With centralized information on the shared customer, KeyBank gained real-time visibility into every customer interaction, inside and outside the bank. That has allowed them to ensure there are no dropped balls, and if there's friction, they can solve it in the moment. If you share CX delivery with external providers and lose visibility into what's happening at crucial touchpoints during sales, onboarding or support interactions, we can help. If you have data silos within your own organization that lead to broken handoffs, slow responses and customers getting bounced around when they reach out, we can help. If you need to be more agile in creating exceptional customer experiences without waiting for custom code or new releases, we can help! Read the full success story of OvationCXM and KeyBank! https://bit.ly/4alE0bo #OvationCXM #customerexperience #CXM KeyBank #KeyBank #merchantservices #banking #finserv @OvationCXM

Fintechs and traditional institutions are giving financial services a run for their money. Winning customer trust is crucial in this competitive landscape. However, data silos in contact centers can create blind spots in the customer journey, resulting in a disjointed experience. To tackle this issue, smart organizations are utilizing customer journey analytics. This approach supports CX, analysis, and service teams to uncover actionable insights, quantify success, and improve both CX and business performance. Learn how to read in-journey signals from customers and deliver powerful experiences that foster trust, loyalty, and long-term relationships in the definitive guide to customer journey analytics in financial services. Download the guide >> https://lnkd.in/gCTPd_-M Tilak Antony Taehui Park Melanie Mingas Leila Hawkins #CustomerJourneyAnalytics #FinancialServices #CX #DataAnalytics

Amidst rising competition from both traditional institutions and fintech companies, the financial services sector is doubling down on efforts to establish and uphold customer trust. Yet, the existence of data silos within contact centers is leading to disjointed experiences along the customer journey. Forward-looking firms within the financial services industry are turning to customer journey analytics to equip their teams with the tools needed to enhance customer experience (CX), analysis, and service delivery. This strategic approach empowers them to uncover valuable insights, evaluate effectiveness, and ultimately elevate both CX and overall business efficiency. Read this ebook hosted by Genesys >> https://lnkd.in/gCTPd_-M Taehui Park Tilak Antony Melanie Mingas Leila Hawkins

Digital transformation is critical for ensuring business competitiveness, with a primary focus on enhancing the #customerexperience through human-centric digital workflows, #personalization, seamless journeys, and round-the-clock customer support.   At the World CX Summit organized by Trescon APAC last week, Sachin Rajat Sharma, Chief Product & Commercial Officer of our #BaaS solution, #StandardCharterednexus, joined industry experts to discuss the future of customer experience and highlighted his 3 top tips for driving a culture of customer-centricity:   👉 Customer-centricity starts at the top. When leaders demonstrate a strong commitment to understanding and serving customers, it sets a precedent for the rest of the organization.   👉 In the Banking industry, customer experience needs to be balanced with adhering to relevant regulations to maintain compliance and trust.   👉 By recognizing the value of nurturing and growing customer experience teams, businesses can ensure the delivery of exceptional services to its customers.     Keen to modernize your technology and create a customer-centric banking platform for your customers? Reach out to audax and visit https://lnkd.in/gtAgdFS4 to learn more. #DigitalTransformation #Innovation #CustomerExperience #RewiringtheDNAinbanking

In my 20 years focused on CX, nothing has impressed me more than the transformative power of journey orchestration. Here is a compelling outcome: A retail bank implemented journey orchestration to manage customer interactions across digital and physical channels. This initiative resulted in a 30% increase in online application completion rates and a 20% reduction in service calls. How's that for operational efficiency? Journey orchestration helps you collect the dots so you can connect the dots, and deliver actions that balance both customer and business outcomes. It is essential in today's market, where customer expectations are high, and competition is intense. Are you thinking about implementing J/O at some point, or have you already? Would value your perspective on how it's going, so comment below! #customerexperience #artificialintelligence #technology #future

Will Payment Processors become the customer loyalty providers of the future?   Payment data is predominantly used to understand consumer spending patterns, identifying those consumer interactions that are shaping the future of payments; more connected consumer experiences, increases in credit usage, contactless payments, and omni-channel interactions.   Could this payment data also enable businesses to conduct more effective customer profiling and commercial value engineering? The following activities may help:   👉 having a greater understanding of the data compliance & privacy legislation i.e what is legally allowed based on privacy and active customer consent.   👉 the categorisation and standardardisation of different types of customer payment and behavioural data they hold.   👉 ensuring business users and key stakeholders easily understand the Key Performance Metrics, where they come from and what other Performance Metrics they relate to. 👉 continually updating payment data to enable business decisioning and customer intervention. 👉 data automation; AI & machine learning to enable the programmatic delivery and measurement of content and incentives.    With the growing convergence of payments and customer loyalty, including move to new models of preferential pricing, subscriptions and Retail Media Networks, payment processors have never been so well placed to take advantage of ongoing changes within the customer loyalty sector. To understand more about the future trends in customer engagement, speak with one of our global partners. https://lnkd.in/d7bPNpq #strongertogether