Leading Full-Service Bank Invests in Innovating the Customer Experience

Verint Voice of the Customer solutions enable the bank to surface, quickly understand, and act on customer data in real-time to move the CX needle in the right direction.

The results

  • Transformed unstructured feedback system into structured data for analysis

  • Built innovative predictive modeling capabilities at the heart of new center of excellence

  • Developed six key measures of CX, enabling proper tracking of experience changes over time

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Solution

Verint understood right away that the banking leader had to tackle both technological and organizational challenges if it wanted to find success. In the past, the bank had struggled with stakeholder buy-in. With siloed data and functional areas, it was common for one part of the organization to be critical or unreceptive to customer feedback outside of its business unit. To help address this, Verint followed the organization’s lead by beginning with simple projects. The goal was to understand how each part of the business impacted CX.

From there, Verint and the bank partnered to grow not only listening efforts, but also the penetration of customer data into different business units. Verint Web and Mobile Experience Management made it easy for the bank to structure its data reporting even when the amount of data, touchpoints, and queries grew unexpectedly. It now uses Verint dashboards and reporting tools to present CX data in every business meeting, providing customers with a real voice in decisions made across enterprise.

Verint Voice of the Customer solutions enable the bank to collect survey data from customers at many points in the customer journey, from the call center to branch visits to online. As a result, the bank can effectively measure CX in its digital contact center, as well as across other authenticated and unauthenticated experiences. It then uses these measurements and the Verint solution’s unique predictive analytics to test any changes to the customer journey before going live. 

The full-service banking leader also needed ways to make data more useful to front-line employees and leaders. As the CX project progressed, the bank recognized that the employee experience and surfacing customer data at the employee level was necessary to truly move the CX needle in the right direction. With Verint Voice of the Customer solutions, the organization can make data available in real-time, enabling employees to quickly understand and act on the data to improve CX.

Beyond using the Verint Voice of the Customer solutions, the bank is also an active user of Verint’s professional services, which it leverages to help it design the best possible experiences.

Featured Verint solutions

  • Experience Management for Web & Mobile

    Collect, integrate, analyze, and action digital feedback to improve the user experience, streamline customer effort, and drive higher conversions and engagement.
  • Voice of the Customer Solutions

    Listen everywhere, analyze deeper, and act immediately with Verint Voice of the Customer (VoC) solutions – to increase customer loyalty and business performance.

Read more customer case studies