Industry: Banking and Financial
Innovative, high-value solutions for banking and finance
Providing higher returns on your CX investments and creating customers for life
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:
Retaining clients with
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.