how to drive customer-centric actions in the financial sector · how to drive customer-centric...
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![Page 1: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/1.jpg)
How to Drive Customer-Centric
Actions in the Financial Sector
Miguel Ramos | Mobile & Action Management Practice Lead
![Page 2: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/2.jpg)
Copyright © 2015 Confirmit
Elements of customer insights that firms rated are
done well or very well
![Page 3: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/3.jpg)
Copyright © 2015 Confirmit
Summary
• Banking Themes
• Listen to your Customers and Empower your
Employees
•Drive Improvements through Tactical and
Strategic Actions
![Page 4: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/4.jpg)
Copyright © 2015 Confirmit
Banking Themes
•Enhancing customer experiences
•Regulation and compliance
•New technologies and cyber security
![Page 5: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/5.jpg)
Copyright © 2015 Confirmit
Importance of Digital
![Page 6: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/6.jpg)
Copyright © 2015 Confirmit
Regulation and Compliance
![Page 7: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/7.jpg)
Copyright © 2015 Confirmit
New Technologies: Digital Global Snapshot
Total
Population
Active
Internet
Users
Active
Social Media
Accounts
Unique
Mobile
Users
Active
Mobile
Social
Accounts
7.2
Billion
3.0
Billion
2.0
Billion
3.6
Billion
1.7
Billion
Penetration
42%
Penetration
29%
Penetration
51%
Penetration
23%
http://www.slideshare.net/wearesocialsg/digital-social-mobile-in-2015
![Page 8: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/8.jpg)
Copyright © 2015 Confirmit
New Technologies: Mobile Connections Mobile connections compared to population
101%
91%
126%
79%
125%
124%
139%
77% 119%
109%
112% 98%
http://www.slideshare.net/wearesocialsg/digital-social-mobile-in-2015
![Page 9: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/9.jpg)
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Scale of Mobile and Predictions
Source: Mobile Moments Transform Commerce And Service Experiences",
Forrester Research, Inc., February 11, 2015
![Page 10: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/10.jpg)
Copyright © 2015 Confirmit
Listen Collect structured & unstructured data
from multiple internal and external sources
Analyse Real-time analysis delivering true
insights across the organisation
Act Prioritise & facilitate both
tactical and strategic actions
Monitor impact on business
results
Exec Mgmt
CX/Insights
Team Leader
Area Manager
Product Manager
Account Manager
From Feedback to Change
![Page 11: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/11.jpg)
Copyright © 2015 Confirmit
Listen Collect structured & unstructured data
from multiple internal and external sources
Analyse Real-time analysis delivering true
insights across the organisation
Act Prioritise & facilitate both
tactical and strategic actions
Monitor impact on business
results
Exec Mgmt
CX/Insights
Team Leader
Area Manager
Product Manager
Account Manager
From Feedback to Change
![Page 12: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/12.jpg)
Copyright © 2015 Confirmit
How to Know That You are Achieving Improvements?
>You need to ask …
![Page 13: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/13.jpg)
Copyright © 2015 Confirmit
Listening to your Customers
![Page 14: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/14.jpg)
Copyright © 2015 Confirmit
Listening to your Team Members
Contact Centre Branch
![Page 15: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/15.jpg)
Copyright © 2015 Confirmit
Listening
Transactional
Survey
Customer
Branch
Contact Centre
Digital Feedback
![Page 16: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/16.jpg)
Copyright © 2015 Confirmit
Listening
Transactional
Survey
Customer
Branch
Contact Center
Digital Feedback
![Page 17: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/17.jpg)
Copyright © 2015 Confirmit
Listening
Feedback
Customer
![Page 18: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/18.jpg)
Copyright © 2015 Confirmit
Listening to VoC through the Employee
Feedback Engagement
Customer Employee Feedback
![Page 19: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/19.jpg)
Copyright © 2015 Confirmit
Listening to VoC through the Employee
Feedback Engagement VoC through
the
Employee
Customer Employee Feedback
![Page 20: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/20.jpg)
Copyright © 2015 Confirmit
Listen Collect structured & unstructured data
from multiple internal and external sources
Analyse Real-time analysis delivering true
insights across the organisation
Act Prioritise & facilitate both
tactical and strategic actions
Monitor impact on business
results
Exec Mgmt
CX/Insights
Team Leader
Area Manager
Product Manager
Account Manager
From Feedback to Change
![Page 21: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/21.jpg)
Copyright © 2015 Confirmit
Analyse Data in Real Time
![Page 22: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/22.jpg)
Copyright © 2015 Confirmit
Listening to Drive Improvements
Feedback Engagement VoC / Employee Listen
Act Client
Strategic &
Process
Improvement
Team
![Page 23: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/23.jpg)
Copyright © 2015 Confirmit
Listening to Drive Improvements
Feedback Engagement VoC / Employee Listen
Act Client
Strategic &
Process
Improvement
Team
![Page 24: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/24.jpg)
Copyright © 2015 Confirmit
Listening to Drive Improvements
Feedback Engagement VoC / Employee Listen
Act Client
Strategic &
Process
Improvement
Team
![Page 25: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/25.jpg)
Copyright © 2015 Confirmit
Listening to Drive Improvements
Feedback Engagement VoC / Employee Listen
Act Client
Strategic &
Process
Improvement
Team
![Page 26: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/26.jpg)
Copyright © 2015 Confirmit
Listen Collect structured & unstructured data
from multiple internal and external sources
Analyse Real-time analysis delivering true
insights across the organisation
Act Prioritise & facilitate both
tactical and strategic actions
Monitor impact on business
results
Exec Mgmt
CX/Insights
Team Leader
Area Manager
Product Manager
Account Manager
From Feedback to Change
![Page 27: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/27.jpg)
Copyright © 2015 Confirmit
Drive Improvement in Two Areas
Tactical Strategic
![Page 28: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/28.jpg)
Copyright © 2015 Confirmit
Drive Improvement in Two Areas
Tactical Strategic
Business
Actions Business
Actions
![Page 29: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/29.jpg)
Copyright © 2015 Confirmit
Drive Improvements
Tactical Business Actions
![Page 30: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/30.jpg)
Copyright © 2015 Confirmit
Act: Tactical Business Actions
Transactional
Survey
Feedback
![Page 31: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/31.jpg)
Copyright © 2015 Confirmit
Act: Tactical Business Actions
Negative Comment
Transactional
Survey
Positive Comment
Feedback
Customer
![Page 32: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/32.jpg)
Copyright © 2015 Confirmit
Act: Tactical Business Actions
Negative Comment
Transactional
Survey
Positive Comment
Case
Feedback
Customer
![Page 33: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/33.jpg)
Copyright © 2015 Confirmit
Act: Tactical Business Actions
Negative Comment
Transactional
Survey
Positive Comment
Case
Feedback Branch or
Contact Centre
Manager
Action
Customer
![Page 34: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/34.jpg)
Copyright © 2015 Confirmit
Act: Tactical Business Actions
![Page 35: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/35.jpg)
Copyright © 2015 Confirmit
Act: Tactical Business Actions in Real Time
![Page 36: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/36.jpg)
Copyright © 2015 Confirmit
Drive Improvements
Strategic
Business Actions
![Page 37: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/37.jpg)
Copyright © 2015 Confirmit
Drive Improvements
Strategic
Business
Actions
Alert Action Alert Action Alert Action Alert Action Alert Action Alert Action Alert Action
Alert Action Alert Action
Alert Action
![Page 38: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/38.jpg)
Copyright © 2015 Confirmit
Strategic: Drive Improvements
![Page 39: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/39.jpg)
Copyright © 2015 Confirmit
Strategic: Drive Improvements
>Additional revenue
>Cross-selling
>Customer satisfaction
![Page 40: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/40.jpg)
Copyright © 2015 Confirmit
Strategic Actions: Drive Improvements
>Prioritisation of areas of improvements that can
drive overall customer satisfaction
![Page 41: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/41.jpg)
Copyright © 2015 Confirmit
Strategic Actions: Drive Improvements
•Online Dashboards to Monitor previous actions
• Share Best Practices
![Page 42: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/42.jpg)
Copyright © 2015 Confirmit
Summary
•Business Themes
• Enhancing customer experiences
• Regulation and compliance
• New technologies and cyber security
• Listening to customers and employees
• Actionable tactical and strategic insights
• Monitor actions taken
![Page 43: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/43.jpg)
Copyright © 2015 Confirmit
Drive Improvements through
Tactical actions
Strategic actions
![Page 44: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/44.jpg)
Copyright © 2015 Confirmit
Taking actions on insights is precious
![Page 45: How to Drive Customer-Centric Actions in the Financial Sector · How to Drive Customer-Centric Actions in the Financial Sector Miguel Ramos | Mobile & Action Management Practice Lead](https://reader035.vdocument.in/reader035/viewer/2022081617/6048b97a1aef43706a4e62b8/html5/thumbnails/45.jpg)
Copyright © 2015 Confirmit Copyright © 2015 Confirmit
Thank You
Miguel Ramos
Confirmit Mobile & Action Practice Lead
www.confirmit.com