Connected Customer
We have identified that over 5 million banking and financial services customers will be ‘forced’ to have a new banking experience.
We believe the increase in multi-channel interaction, social media-driven comment, and general disillusionment with the financial sector is driving change. Banks can no longer rely on customer inertia to ward off current and emerging competition.
Regulatory intervention and the reduction in branch numbers is catapulting customers into new banking relationships and opening the door to new market entrants.
THE FUTURE IS ALIGNED, INTEGRATED AND RIGHT HERE
We can align all your customer contact points to deliver an integrated and enhanced customer experience that supports retention and advocacy, whilst generating growth through profitable product penetration.
We can add more value to your in-branch offering, integrate customer interfaces across all channels (branch, ATM, online, mobile and contact centre), improve the digital experience and equip you with a more holistic and insightful single customer view.
OUR CONNECTED CUSTOMER PILLARS
Inform
We’ll give you a clear view of the current issues and constraints within your customer engagement model.
Next generation contact centres
We’ll give you the ability to integrate social media and online channels with your contact centre and branch environments – enabling customer-initiated communications via any channel to be identified, understood and delivered to the most appropriate resource.
Enhanced branch experience
Our solutions support the shift from managing transactions to managing relationships and selling. They include ATM media, in-branch broadcast screens, wi-fi infrastructures and advanced queuing systems.
Online and mobile commerce
We enable you to extend your ability to engage with customers via multiple contact points and devices, in a cost-effective yet secure way. We can also help you manage the integrity of both web and intranet content, securing valuable assets and protecting your brand.
Single customer view
We can improve your ability to cross-sell by providing a single view of each customer across multiple channels with our multimedia, interactive communications platform, which unites all your inbound and outbound contact channels into a single, fully integrated system that links into your databases.
Transform
Giving you a clearly-defined path to success, our professional services teams will guide your transition to ensure minimal disruption to your operations and your customer relationships.
