BFS - A Closer Look

Banks and Credit Unions understand that the landscape has changed and is now investing in innovative technologies like automated credit underwriting, digital onboarding, blockchain, and enhanced data analytics.

CHALLENGES

In recent years, banks and credit unions have been subject to a broader, principles-based, regulatory focus on culture, conduct and accountability. In addition, the face competition from the increasing popularity of digital banks and marketplace lenders.

To acquire, retain and grow members, there is a significantly increased need to understand these members in a much deeper way than current. With better understanding of members improvements can be made in Customer Journeys, member experience, share of wallet, marketing ROI, cost to serve and revenue per member.

Also, the clear message from regulators is that financial companies must “get your house in order”, be proactive in understanding what is happening internally, and that a defensive and reactionary approach to regulation could leave companies exposed.

Add Voice Data to the Credit Union data package to significantly increase member and employee Insights.

OPPORTUNITIES

• Better Understanding members buying habits.

• Deepening member relationships.

• Meeting the Digital Expectations of Customers.

• Dealing with Security Issues.

• Being smarter with Marketing Efforts.

• Training Employees.

• Maximizing Lifetime Member Value.

• Growing member share of wallet.

• Managing culture and compliance.

ACTIONABLE OUTCOMES

Use Call Journey solution connecting audio conversation data from the Credit Union’s Genesys environment into the Members Microsoft Eco System.

• Create predictive NPS to enhance member insights.

• From thousands of member conversations. supercharge your customer journey’s strategy.

• With voice data being added to the data mix gain insights into triggers and events to improve marketing ROI.

• Increase revenue per member by better understanding buying opportunities via conversations.

• Assess customer sentiment across contact channels with voice data playing an integral part.

• Automate QA processes to assess 100% over voice interactions to manage conduct, culture and compliance.

• Track virtual real time agent engagement via voice emotion and sentiment analytics.

• Ascertain the context of voice calls re key events (i.e. Coronavirus).