Smart(er) Notifications: Financial Services Brochure

HOW DO YOU DELIVER A PERSONALIZED EXPERIENCE FOR EVERY CUSTOMER, ON ANY CHANNEL, ACROSS YOUR ORGANIZATION—ALL IN REAL TIME, ANYWHERE?

Life is filled with unpredictable moments Life is unpredictable, but your customer’s financial well-being shouldn’t be. Your customers rely on you to provide up-to-the-moment information to help them make wise financial decisions. They want real-time, easy and intuitive communications—from updates on their mortgage loan application to notifications about other financial service products they should be using.

They depend on you to deliver the communications they need, when they need them, wherever they are.

Who can you depend on to help you make those connections—in real time, at scale, across all digital channels?

Engagement is complex—and becoming even more so

customer channels (on average and growing)

EMAIL

CSR

WEB

MOBILE APPS

SMS

KIOSK

VOICE

VIDEO

SMART HOME

PRINT

SOCIAL

AI/BOTS

departments w/countless individual stakeholders & KPIs ▪ ▪ ▪ ▪ ▪

Marketing Customer Care Finance/Billing IT Operations

of data stores and FRONT-/BACK-OFFICE systems ▪ ▪ ▪ ▪ ▪ ▪ ▪

Billing Field Service Order Mgmt.

Loyalty Mgmt.

Social Marketing Marketing Campaign Mgmt.

Contact Center

90% OF THE TOP 50 GLOBAL BANKS ARE USING ADVANCED ANALYTICS—HOWEVER, “MOST ARE HAVING ONE-OFF SUCCESSES BUT CAN’T SCALE UP.” — MCKINSEY The problem in view

CONSUMERS ARE...

more likely to stay with a brand when it solves their problems quickly

more likely to spend more at a brand when it communicates clearly

BUT ONLY...

of business leaders say their companies can react to CX issues in real time with existing systems

Your customers demand exceptional experiences in real time, everywhere CSG® IS A REGISTERED TRADEMARK OF CSG SYSTEMS INTERNATIONAL, INC. © 2022 CSG SYSTEMS INTERNATIONAL, INC. AND/OR ITS AFFILIATES (“CSG”). ALL RIGHTS RESERVED.

CSGI.COM

How do you deliver them when customers can be anywhere?

As you continue to innovate, you need the right solutions to deliver compliant, consistent and secure communications that build trust with your customers and provides them with extraordinary experiences.

What will it take to deliver exceptional customer experience in the moment?

SEE Listen to signals (real-time, batch) and maintain an individualized, updated and contextual customer profile

INCLUDE 1st party data

INCLUDE 3rd party data

THINK Interpret signals and process on a continuous basis, utilizing pre-defined rules to evaluate need for treatment. Where treatment is needed, determine the “best match” treatment(s)

ACT Engage with timely, personalized and automated communications and orchestrate engagement journeys across relevant channels

REACT Cultivate two-way interaction, reacting to inbound responses from customers on all channels

How do proactive, predictive, omnichannel communications give customers the best next action they didn't even know they needed?

REACT

ACT

THINK

SEE

NEED

MORTGAGE LOAN APPROVAL

FRAUD ALERTS

PAYMENT REMINDERS

CROSS SELL

Customer has not responded to requests for additional documents

Questionable charges appear on customer’s credit card account, but customer does not answer outbound calls

Customer’s activity shows risk of account going overdue or into collections

Customer logs into client portal to check account balance

Determine alternative channels where customer might be active

Determine channel where customer has historically been responsive

Determine message and timing based on segmentation, regulations and prior communications

Determine which products would benefit the customer based on profile data

Send reminders over additional channel (push, outbound IVR, email)

Send SMS and/or email with link or IVR number to confirm charges

Send proactive and compliant SMS payment reminders

Prompt customer with notifications about other products they should consider

Customer quickly provides missing documentation, receiving automated messages confirming receipt

Customer receives confirmation message on channel where they responded; if they did not recognize charges, then message describes next steps

After payment, customer receives confirmation and a note on what to expect for future payments due

If customer has clicked on the notifications, customer is entered into (or continued on) outbound campaigns associated with the product(s)

CSG powers these experiences for your customers by complementing your existing tech stack CSG® IS A REGISTERED TRADEMARK OF CSG SYSTEMS INTERNATIONAL, INC. © 2022 CSG SYSTEMS INTERNATIONAL, INC. AND/OR ITS AFFILIATES (“CSG”). ALL RIGHTS RESERVED.

CSGI.COM

You need a trusted provider to help you power your customers’ experiences. A provider that elevates your customer engagement through continuous innovation. CSG will help you deliver extraordinary experiences at every step of your customer's journey.

WE’RE ALREADY DELIVERING FOR OUR FINANCIAL SERVICE CLIENTS MORTGAGE APPLICATIONS

FRAUD ALERTS

COLLECTIONS JOURNEYS

66% paper cost reduction

46% cost reduction

50% cost reduction

10% increased digital delivery

10 MIN. —> 10 SEC. reduced response time

3% reduced roll rate

THEY ARE NOW POSITIONED TO: ▪ Eliminate their data silos ▪ Pull actionable insights from enterprisewide data ▪ Connect all their communication channels to a single decisioning interface ▪ Personalize experiences for every customer in real time

CSG OFFERS THE BEST PATH FORWARD TO TRANSFORM YOUR CX AT SCALE BET TER BUSINESS OUTCOMES Real-time “behavior signals”-based methods that provide actionable insights and drive proactive treatments

FASTEST TIME-TO-VALUE Rapid realization of first use cases and accelerated incremental value with easy “snap-in” of new use cases and scenarios

SEE

LOWEST PROJECT RISK EXPOSURE Modular OTT/overlay solution provided as a fully managed service with usage-based pricing

PREMIER OPERATIONS & EXECUTION Unparalleled scale, reliability and security, with proven mission-critical SaaS and cloud systems heritage

THINK

BEGINNING-TO-END SOLUTION Seamless, closed-top capabilities, with prebuilt integration adapters and library of optimized journeys

ACT

Customer Behavior Stream, Batch, Data Lake

Business Data CRM and Offline Channels

Web, Mobile, Apps

Engagement Channels

Web Push Web

Customer Journey Management Social

Journey Orchestration

Journey Analytics

Customer Data Platform

Journey-as-aService

Messaging

Chat CAI

Marketing Systems

Voice

Mobile Apps

Other Data Sources

Data Science

VOC

Models, Scores, Rules

Email

REACT WE CAN START ANYWHERE AND DELIVER RESULTS IN 90 DAYS OR LESS Customers trust you with their finances and their livelihood. who are you going to trust with their best interest?

CSG® IS A REGISTERED TRADEMARK OF CSG SYSTEMS INTERNATIONAL, INC. © 2022 CSG SYSTEMS INTERNATIONAL, INC. AND/OR ITS AFFILIATES (“CSG”). ALL RIGHTS RESERVED.

CSGI.COM