Banking, Lenders, and Credit Union
Alongside battling the growth of a disruptive digital marketplace, banks, lenders and credit unions are increasingly subject to strong and sweeping regulations around their conduct and culture.
The clear message from regulators is “get your house in order.” Organizations need to be proactive in understanding what is happening internally, not defensive and reactive.
Leaders are now investing in innovative technologies like automated credit underwriting, digital onboarding, blockchain, and enhanced data analytics to overcome industry challenges.
How practices can be improved with data insights
With deep insights driving a better understanding of members and customers, improvements can be made in customer journeys, member experience, share of wallet, marketing ROI, cost to serve and revenue per member.
With actionable data sourced from Artificial Intelligence and Natural Language Processing, organizations can:
Deep member relationships
Meet the Digital Expectations of Customers
Deal with Security Issues
Be smarter with Marketing Efforts
Train Employees
Grow member share of wallet
Manage culture and compliance
Actionable Outcomes
Enhance NPS
Predictive customer NPS → Enhanced customer insights
Supercharge Customer Understanding
Unified customer profile → Improved and personalized customer approach.
Improve Marketing ROI
Insights into triggers and events → to improve marketing ROI, selling opportunities and lead generation
Increase Revenue
Better understanding of customer journey, issues, and opportunities → More efficient and economical outcomes and increased revenue per customer
Assess & Predict Customer Sentiment
Deep, granular customer insights → Predictive customer experiences
Automate QA
Comprehensive conduct, culture and compliance management → Avoidance of legal, reputational and financial risk.
Real-time Employee Insights
Real-time tracking of agent engagement → Improved agent performance and retention
Understand Context
Enhanced understanding of client and environmental context (e.g. COVID-19)→
Informed decision-making
How A Leading American Bank Uses Call Journey Ci To Drive Business Efficiency
This case study explores how a leading American Bank utilized Call Journey CI for conversation analysis of customer conversations across voice and non-voice channels to identify and capitalize on 7 different categories for business improvement, resulting in a staggering $23 million in potential savings – just over $14m of that in tangible and directly measurable cost/business benefits.
A Credit Union’s Data-Driven Business Transformation
This case study explains how Call Journey helped a credit union save $7.5 million, just over $4.6m of that in tangible and directly measurable cost/business benefits.
