Delivering Future Ready Digital Banking Experiences with Omni-channel

Few challenges that banks face

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• In times of instant consumer delight, it is quite a challenge to deliver exceptional and seamless customer experiences that span online, offline, social media, the Internet of Things (IoT), etc.
• A disjointed customer relationship management (CRM) across divisions, geography, or product lines
• The technical complexity to connect experiences across channels
• Leading to customer experience across channels that is fragmented, and most often unhappy
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Today, banks can predict customer needs; make suggestions, and offer services even before customers know they need it. Here are a few examples of understanding the customer, sometimes even before he is onboarded:

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• Consumers who begin account openings, but do not complete applications online will receive follow-up communication from banking personnel to offer a true Omni-channel experience combining physical and digital support
• A customer browses investment options online, prompting a message from a private bank for a review of investment and payment options
• A non-customer browses loan options without a customer log-on, which prompts a call from a bank employee
• A sales agent builds a proactive outreach campaign, based on analysis of customer buying patterns and priorities

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In all these cases, Big Data Analytics makes it possible to identify customer behavior and helps the bank connect with the customer in the way they (customers) want.

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Omni-Channel is the key to driving exceptional customer engagement and better customer satisfaction

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An Omni-Channel strategy:

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• Provides a unified method of gathering customer data, insights, and preferences
• Is driven by Big Data analysis of customer information, tracked from every contact point of the customer journey, ensuring that sales and service agents understand customer profiles, preferences, and context at every contact point.
• Additionally, banks that bring in advanced analytics techniques such as predictive and prescriptive analytics enable precise modeling of customer behavior. These in turn drive increased cross-selling and up-selling opportunities, pricing optimization, and targeted offerings.
• Predictive Analytics helps unlock opportunities that drive growth- the insights from big data analytics allows marketing executives to make more informed decisions. Taking into consideration past buying behavior, demographics, and information from social media along with CRM data, Predictive Analytics help improve customer engagement, experience, and loyalty.
• Helps customers to engage and do business with and via their bank moving from one channel to another in a highly flexible manner, while receiving a consistent experience and never having to restart transactions unnecessarily.
• An exceptional Omni-channel customer experience reduces customer churn and increases customer retention with
• Shorter call handle times
• Faster and better first-call resolution
• Improved customer satisfaction and decreased customer churn
• Enhanced customer value

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The power of Omni-Channel built on UniServe™ NXT

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UniServe™ NXT platform builds business agility. It gives a 360-degree view of your customers across all systems (CRM, billing, self-care), ensuring the service level and responsiveness received across channels (mobile, tab, laptop, physical) is consistent.

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Key Features of UniServe™ NXT Omni-channel platform

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Consumers want to move fluidly from one channel to the next and the digital-first approach by banks brings value to customers by offering personalized and sophisticated services. The platform UniServe™ NXT allows the data generated through digital mediums of operation to integrate their business intelligence and turn it into actionable data. Here are some popular banking services offered through a combination of digital and personalized banking:

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• Simplified onboarding process
• Anytime, anywhere banking
• Reward and loyalty programs
• Personalized marketing

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