CIBC “The Case for Multi-Channel Self-Service”

Today’s Presenters

Paul Gould

Senior Director

Online and Mobile

Banking

Mike Hennessy

Vice President

IntelliResponse: Multi-Channel Answer Suite

Customers’ Benefiting Today

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- More than 510 live, customer facing implementations

- Answering over 100 million questions with one right answer

- A SaaS company with credentials in large enterprise delivery

Financial

Services

Higher

Education

Consumer

& Corporate

The Case for Self-Service

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A Myriad of Channels

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Traditional Digital Mobile + +

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24x7 – 365 World

Content Overload

Your Customers WANT to Self-Serve!

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CIBC

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• Leading Canadian-based, Global Financial

Institution

• 38,000 employees worldwide

• 11 million clients

• One of the 10 largest banks in North America • (October 31, 2010):

• Revenue $12.1 billion. • Net income $2.5 billion or $5.87 per share diluted. • 1,100 branches • 4,000 bank machines • 2,137 machines with Access for all technology.

CIBC: eChannels

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eChannels

Retail Distribution ABMs Internet

Telephone Banking Mobile

Banking

10.6 customer interactions per second

eChannels Strategy: Leveraging the Channels

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Channel

Adoption

Deepen

Relationships

Prospect

Research & Apply

Day to Day Banking

Client

Approach to Answering Customer Questions

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1. Focus on driving straightforward

requests through self-service

2. More complex requests handled

through Telephone Banking,

email, chat, and the Branch

network

Problem Identification: Need for IntelliResponse

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ISSUE # 1 – Competitive Positioning

ISSUE # 2 – Finding Content

ISSUE # 3 – Usability

Why IntelliResponse?

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1. Strong industry ranking

2. Extensive experience in FiServ

3. One Right Answer Concept

4. Detailed reporting

5. Turn Key solution

6. Comprehensive/FlexibleToolset

Ask CIBC

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Online Banking

CIBC.com/Mortgages

CIBC Mobile Strategy

• New knowledge base for common

mobile banking questions

• “One Right Answer” works well in

a mobile environment

• Fully incorporated within our

mobile template

CIBC Mobile Strategy

Results

Results • Email decreased by 50% via cibc.com, and 23% overall 1 year after

implementation

• "Voice of Customer" data informing web/product

• CIBC agents can leverage the tool when addressing clients

• Single message via web, mobile and e-mail agent

Actionable Insights

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• How do I switch my account?

• How do I know CIBC is right for me?

• What is CIBC switch mortgage?

• What is the CIBC switch kit?

• What is the new switch program?

• How do I switch from my current bank?

Immediate Next Steps…

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• Integration into campaign landing pages

• Integrate into product applications and

online banking registration

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Thank-You

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Is Web Self-Service Right for

You?

http://www.intelliresponse.com/White-Papers/