Webinar: Customer Experience Mega Trends For Financial Services.
Featuring Mike Hennessy, Vice President, IntelliResponse Systems Inc. and Bruce Temkin, Managing Partner of the Temkin Group.
4. Customers’ Benefiting Today
- 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
Consumer
& Corporate
Higher
Education
4
5. Today’s Presenters
Bruce Temkin
Managing Partner
Temkin Group
Mike Hennessy
Vice President
6. Customer Experience Mega
Trends For Financial Services
Bruce Temkin
Customer Experience Transformist
& Managing Partner
TEMKIN GROUP
May 12, 2011
33. CIBC Bank
Results
• Emails decreased by 50%
• Calls decreased by 25%
• "Voice of Customer" data informing web/product
• Single message via web, mobile and e-mail agent
35. ING Direct – Improvements in FCR
45,000
40,000
35,000
30,000
25,000
Escalations before IR
20,000 Escalations after IR
15,000
10,000 •50% reduction in
2nd line escalations
5,000
0
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
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36. Social Media
• Can be creatively included in
Facebook Walls, Twitter, Digg,
Delicious and other social
platforms
37. Actionable Insights
• How do I switch my account?
• How do I know XXX is right for me?
• What is XXX switch mortgage?
• What is the XXX switch kit?
• What is the new switch program?
• How do I switch from my current bank?
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38. Actionable Insights
• When does your Android app come out?
• Why do you only offer an iphone app? I
use Android.
• Mobile banking - does it work on an HTC
Desire Smart phone?
• Where is the android app? I was excited
to see you promoting mobile banking, but
releasing via itunes and only for iphone
was a disappointing move.
• Will there be an application for the
android mobile phone operating system as
other banks already have?
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Perhaps the most interesting trend affecting the newfound drive towards self-service is the final one It’s a fact that the modern customerdemonstrates a major — and increasing — appetite for self-service, yet what is interesting is that some companies continue to run their operations as if customers prefer to interact with them live. It’s simply not the case!!! -- use example of waiting in line at an ATM or Airport Kiosk – JUST to serve yourself – when the bank line or ticket line is wide open…-- Self Service is a modern imperative on the customer interaction landscape – and it matters how effectively your organization can deploy it….A recent study of 75,000 B2C and B2B customers by the corporate execute board and published by Harvard Business Review confirms this notion by stating that“57% of inbound contact center calls come from people who first attempted to resolve their issue on the website.”And over 30% of callers are on the website at the same time that they are talking to a rep on the phone.