Industry: Banking and Financial
Innovative, high-value solutions for banking and finance
Providing higher returns on your CX investments and creating customers for life
Create a new digital customer experience that is human centered and easy to navigate
Leverage automation to speed up payments and analytics to personalize cross-sell offers
Create effortless and simple application experiences that drive new business
Differentiate mobile experiences using bots, AI, and self-help portals
Design a digital CX and journey that is human
Customer acquistion and lead generation
New account opening
Cross-selling and upselling
Document management, application, and file processing
Bill payment and reimbursements
Bill collections and payment plans
Fee and dispute management
Bill generation and dispatch
Loyalty program management
Online reputation and reviews management
CSAT and NPS® surveys
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:
Our approach is to create memorable moments across the entire consumer journey using innovative solutions designed to personalize, engage, resolve, and predict future needs.
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.