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Industry: Banking and Financial

Innovative, high-value solutions for banking and finance


Providing higher returns on your CX investments and creating customers for life

Our areas of expertise

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Banks

Create a new digital customer experience that is human centered and easy to navigate

credit card icon

Credit card

Leverage automation to speed up payments and analytics to personalize cross-sell offers

mortgage icon

Mortgage and loans

Create effortless and simple application experiences that drive new business

financial technology icon

Fintech

Differentiate mobile experiences using bots, AI, and self-help portals

Solutions for every stage of the customer lifecycle

EngageBuyBillCareRepairRetain
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Engage

Business problems

Design a digital CX and journey that is human

Solutions

  • Consumer journey mapping and design workshops
  • Data + analytics

Business problems

Customer acquistion and lead generation

Solutions

  • Campaign management
  • Data + analytics

Business problems

Brand awareness

Solutions

  • Digital experience

Business problems

Brand reputation

Solutions

  • HGS EPIC™ Social Care

image of a young woman using a credit card

Establishing a strong digital presence & generating leads through marketing campaigns

Read more

Buy

Business problems

New account opening

Solutions

  • Sales professionals
  • Digital experience
  • Data + analytics

Business problems

Mortgage, loan, and credit card applications

Solutions

  • Sales professionals
  • Intelligent automation
  • Data + analytics

Business problems

Cross-selling and upselling

Solutions

  • Sales professionals
  • Data + analytics

Business problems

Document management, application, and file processing

Solutions

  • HGS business process optimization

a young woman putting coins into a piggy bank

Supporting, improving finance and accounts operations for one of the largest private banks in India

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Bill

Business problems

Bill payment and reimbursements

Solutions

  • Billing specialists
  • Digital experience
  • Intelligent automation

Business problems

Bill collections and payment plans

Solutions

  • Collections professionals
  • Campaign management

Business problems

Fee and dispute management

Solutions

  • Retention professionals
  • Data + analytics

Business problems

Bill generation and dispatch

Solutions

  • HGS business process optimization

image of a couple working on bills

Providing stellar customer service for a high-growth payments app

Read more

Care

Business problems

Loan servicing

Solutions

  • Customer care ambassadors
  • Digital experience
  • Data + analytics
  • Intelligent automation

Business problems

Card activations and replacement

Solutions

  • Customer care ambassadors
  • Digital experience
  • Data + analytics
  • Intelligent automation

Business problems

Account management

Solutions

  • Customer care ambassadors
  • Digital experience
  • Data + analytics
  • Intelligent automation

Business problems

Online and mobile payment support

Solutions

  • Technical support specialists
  • Digital experience
  • Data + analytics
  • Intelligent automation

Images of a young woman shopping online with a credit card

Driving revenue through customer experience

Read more

Repair

Business problems

Fee and dispute management

Solutions

  • Retention professionals
  • Data + analytics

Business problems

Fraud detection and risk management

Solutions

  • Payment integrity
  • Fraud, waste, and abuse
  • Data + analytics

image of a couple talking with their financial planner

Driving $70 million in savings for a workers’ comp payer

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Retain

Business problems

Member cancellations

Solutions

  • Retention professionals
  • Data + analytics

Business problems

Loyalty program management

Solutions

  • Digital experience
  • Data + analytics

Business problems

Online reputation and reviews management

Solutions

  • HGS EPIC™ Social Care

Business problems

CSAT and NPS® surveys

Solutions

  • Digital experience
  • Data + analytics

Image of a Jamaica couple working with a banker

HGS and Jamaica Bank achieve symmetry in CSAT, growth

Read more

We help you build trust, increase resilience, and deliver on promises

Tech disruption, trust and retention, regulatory compliance, cybercrime and fraud, data breaches, mobility and globalization, and aging systems represent a mere sampling of the obstacles and threats that the banking and financial services industry is facing. HGS works with payment startups, and private and national banks to increase their resilience and keep customers for life. Due to this industry’s renewed B2C focus, our EPIC™ Social Care, cognitive contact center, and PULSE analytics platform offerings could be useful for optimizing customer engagement.

The banking industry must balance risk with opportunity in order for the right investments to yield high returns. This analysis of prospective and existing customers is essential in maintaining a healthy financial organization. Here are a few challenges faced by CXOs in this industry:

  • Collection of funds from debtors
  • New products or categories based on consumer demand and gap in supply
  • Cost of acquiring and retaining a new customer
  • Predictions on potential delinquencies and risk analysis

Create a digital experience that is human-centric and easy to navigate

Our approach is to create memorable moments across the entire consumer journey using innovative solutions designed to personalize, engage, resolve, and predict future needs.

Banking thought leadership and resources

Link to: Driving revenue through customer experience
Images of a young woman shopping online with a credit card

Case study

Driving revenue through customer experience

Follow a manual added link

Whitepaper

Today’s BPO partner caters to BFSI with smart automation, self-service, and a 360-degree view

Link to: Providing stellar customer service for a high-growth payments app
image of a couple working on bills

Case study

Providing stellar customer service for a high-growth payments app

Follow a manual added link
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E-book

Hyper personalize the banking customer experience

Retaining clients with

Best-ever NPS®

How do you create loyalty that impacts revenue?

HGS employed a client-focused study to determine what positively influences NPS®, assessed top-performing NPS® agents across the organization and launched a data mining program that uses call analytics to produce a brand performance scorecard for agent interactions. The results speak for themselves.

Learn how

Our certifications

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Industry-related case studies

Freshly implemented RPA increases productivity, saving international bank $340K

Image of a woman presenting data to the team

Speech analytics improves NPS® by 3% and enhances work-at-home security during the pandemic

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Regional bank realigns for growth with a CX modernization roadmap

Image of a hand drawing a cloud and adding migration criteria items around it

HGS Digital’s cloud acceleration framework reduces implementation cost by 80%

View all case studies

Global locations

USA • UK • Canada • India • Philippines • Jamaica • Australia • Colombia

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