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
Banks
Create a new digital customer experience that is human centered and easy to navigate
Credit card
Leverage automation to speed up payments and analytics to personalize cross-sell offers
Mortgage and loans
Create effortless and simple application experiences that drive new business
Fintech
Differentiate mobile experiences using bots, AI, and self-help portals
Solutions for every stage of the customer lifecycle
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
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
Supporting, improving finance and accounts operations for one of the largest private banks in India
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
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
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
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
Business problems
CSAT and NPS® surveys
Solutions
- Digital experience
- Data + analytics
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
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.
