HOW DO YOU DELIVER A PERSONALIZED EXPERIENCE FOR EVERY CUSTOMER, ON ANY CHANNEL, ACROSS YOUR ORGANIZATION—ALL IN REAL TIME, ANYWHERE?
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?
EMAIL CSR WEB
MOBILE APPS
SMS KIOSK
VOICE VIDEO
SMART HOME
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
PRINT SOCIAL AI/BOTS
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
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
of business leaders say their companies
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
SEE
INCLUDE 1st party data
experience in the moment?
Listen to signals (real-time, batch) and maintain an individualized, updated and contextual customer profile
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
INCLUDE 3rd party data
How
CROSS SELL NEED FRAUD ALERTS
MORTGAGE LOAN APPROVAL PAYMENT REMINDERS
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
Determine channel where customer has historically been responsive
Customer’s activity shows risk of account going overdue or into collections
Customer logs into client portal to check account balance THINK SEE ACT REACT
Send reminders over additional channel (push, outbound IVR, email)
Customer quickly provides missing documentation, receiving automated messages confirming receipt
Send SMS and/or email with link or IVR number to confirm charges
Customer receives confirmation message on channel where they responded; if they did not recognize charges, then message describes next steps
Determine message and timing based on segmentation, regulations and prior communications
Send proactive and compliant SMS payment reminders
After payment, customer receives confirmation and a note on what to expect for future payments due
Determine which products would benefit the customer based on profile data
Prompt customer with notifications about other products they should consider
If customer has clicked on the notifications, customer is entered into (or continued on) outbound campaigns associated with the product(s)
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. CSG
WE’RE ALREADY DELIVERING FOR OUR FINANCIAL SERVICE CLIENTS
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
BETTER 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
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
BEGINNING-TO-END SOLUTION
Seamless, closed-top capabilities, with prebuilt integration adapters and library of optimized journeys