Retail Banking and Social Media - Customer Experience Management Services
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Transcript of Retail Banking and Social Media - Customer Experience Management Services
BANKING & CAPITAL MARKETS
9th Annual Pan-European Retail Banking Conference
Customer Experience Management ServicesStay Ahead of Your Customer’s Need
April 8, 2023
April 8, 2023 | 2 BANKING & CAPITAL MARKETS
• Commoditization has stripped away existing sources of differentiation.
• Customers have more power than ever.
• Traditional industry boundaries are fading
Customer experience is the next competitive battleground
The way customers consume informationand communicate has changed
BANKING & CAPITAL MARKETSApril 8, 2023 | 3
Vertical communication
Multi-lateral communication
Before
Current
Many banks are invested in customers, few are engaged...
April 8, 2023 | 4 BANKING & CAPITAL MARKETS
Interested Invested Committed Engaged Embedded
Market LeadersLaggards
2011
2009Customer
Experience Management
Perc
en
tage o
f O
rganiz
ati
ons
acr
oss
Matu
rity
Levels
Top Bank in the US hired 12 resources justto mine twitter
Invested or Engaged?
April 8, 2023 | 5 BANKING & CAPITAL MARKETS
It’s a Journey, Not a Project !!!
Technology spaghetti
BANKING & CAPITAL MARKETSApril 8, 2023 | 6
• There are 250 + Well known Social Sites• 800+ Social Listening Technology
Products• 100+ Analytics Tools• 200+ Digital Marketing tools• 80 + Technology Products focused on
customer experience and many more…
POSES HIGH RISK OF FAILURE
IT’S COMPLEX
&
Improve Net
Promoter Score 50+
360 Degree Customer
InsightIncrease leads
up to 3 times/customer
Enhance customer
lifetime value Multichannel
Business Enablement
Finer targeting through Digital
Marketing offering
Reduce call volumes by
30% by using our self service
solutions
Reduce cost of servicing using our integrated
response management
offering
Reduce support cost by
building a comprehensive
knowledge repository
10 Fold profitable product
recommendations
Bring innovation in products and services by social idea
management
Co-create customer
experience by building a
social business
BANKING & CAPITAL MARKETSApril 8, 2023 | 7
It’s a complex ecosystem, with many opportunities
The mantra of co-creation
BANKING & CAPITAL MARKETSApril 8, 2023 | 8
RESPONDExecute tactical & strategic projects
ANALYZEPerform analysis &
make decisions
LISTENMonitor & build
intelligence
PLANWhat do you want
to achieve?
MphasiS
BANKING & CAPITAL MARKETSApril 8, 2023 | 9
Ireland
UK
Poland
Germany
Netherlands
Belgium
Switzerland
France
China
India
Japan
Sri Lanka
Singapore
Australia
New Zealand
Pondicherry
Noida (Delhi)
Ahmadabad
Raipur
ChennaiMangalore Bangalore
PuneMumbai
Delivery FootprintClient Footprint
India Center (BPO)
Global Service Center (ITO & APPS)
Training Academy
USA
Canada
Vadodara Indore
•Revenue FY 2011 – $1,116 million
•38,000+ Professionals
•545 Clients
•Deliver Applications, BPO and IT Infrastructure Management Services
© 2012 MphasiS
The information contained herein is subjected to change without
notice.
Thank You
Don Morrison SVP of Banking and Capital Markets
MU