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

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

Population

Active

Internet

Active

Social Media

Accounts

Unique

Mobile

Active

Mobile

Social

Accounts

Billion

Penetration

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

New Technologies: Mobile Connections Mobile connections compared to population

77% 119%

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

results

Exec Mgmt

CX/Insights

Team Leader

Area Manager

Product Manager

Account Manager

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

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

Act Client

Strategic &

Process

Improvement

Act Client

Strategic &

Process

Improvement

Act Client

Strategic &

Process

Improvement

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

Feedback

Customer

Negative Comment

Transactional

Survey

Positive Comment

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

>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

Thank You

Miguel Ramos

Confirmit Mobile & Action Practice Lead

miguel.ramos@confirmit.com

www.confirmit.com

How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric...

Documents

Network Centric Operations Conceptual Framework Version 1 · Network Centric Operations Conceptual Framework Version 1 ... and mature the concepts of Network Centric ... Network Centric

People-centric TALENT MANAGEMENT - Taurus Group · People centric approach Employees drive their own careers causing higher en-gagement and retention. Continuous performance management

Human-Centric Design: How Design Thinking Can Drive Change and Deliver Value

Conscious Actions for Inclusion: A Common Language to ......Conscious Actions for Inclusion: A Common Language to Drive Uncommon Results normally sit in the back, speaking up when

BIM: Agency-wide Actions - National-Academies.orgsites.nationalacademies.org/cs/groups/depssite/... · BIM: Agency-wide Actions A Mission Centric Look at Portfolio and Asset Management

Data-Centric and Message-Centric System Architecture

eMarketer Webinar: Location Matters—Using Mobile Location Data to Drive Actions and Sales

Optimized architecture for drive centric machines with

OPERATIONAL RESILIENCE IN INSURANCE: UK’S ... › hubfs › website-files › ...agile, customer-centric operating models to improve global operations, drive profitability, enhance

Drive Digital Transformation Through Customer-Centric Open ... · Drive Digital Transformation Through Customer-Centric Open Banking and Payment Innovation Strategies ... your challenges

Automatic Discovery of Data-Centric and Artifact-Centric Processes …dfahland/publications/NooijenDF_2012_dab_artifact... · Automatic Discovery of Data-Centric and Artifact-Centric

Drive Performance and Profits through Question-Centric Coaching Based on the contents of It Begs the Question Chick Herbert chick.herbert2@gmail.com

The CIOs new Job: Drive Customer-Centric Innovation Throughout Your Business - Mitel

MLOps: From Model-centric to Data-centric AI

Grade 5 Actions ACTIONS - CSSSHblog.classe.cssh.qc.ca/melanied/wp-content/uploads/sites/... · 2018. 8. 26. · Grade 5 Actions 6 Begin (inf.) Began (past) Broke Draw Drew Break Drive

Installation instructions andmanuals.appliancesonline.com.au/iw812/iw812_user_guide.pdf · Direct Drive Motor Our revolutionary direct drive motor is capable of infinite wash actions,

LEVERAGING CONSUMER LOYALTY TO DRIVE … CONSUMER LOYALTY TO DRIVE MOBILE ... a condition for the success of any mobile ... more important for payment providers to develop customer-centric

TANDBERG Centric 1700 MXP Data Sheet - Vuports Centric 1700 MXP Title TANDBERG Centric 1700 MXP Data Sheet Author TANDBERG Subject TANDBERG Centric 1700 MXP Keywords TANDBERG Centric

Leveraging Mobile to Drive Personalization in a Privacy-Centric World

New rules call for new actions - Audit, Consulting, Advisory, and …€¦ · New rules call for new actions: Tax authority mandates drive disruptive change in Latin America. Tax