Determine the drivers of digital channel migration to higher cost/human touch channels in order to improve self-service containment. This requires both digital interaction data (e.g., web, mobile app) as well as higher cost or human interaction data (e.g., call center, retail) to determine what customers attempt digitally before migrating to an offline channel.
quarterly reduction in digital leakage
Develop more targeted digital campaigns and adoption plans through analyzing customer behaviors in human touch channels and determining which interactions and customers are the best candidates for digital adoption.
lift in digital engagement
Uncover the interactions and behaviors that lead customers to have an increased propensity for being a detractor vs. a promoter in order to prioritize process improvements for the greatest lift in client delight.
improvement in relationship NPS
Deep evaluation of branch processes to identify agent training and routing enhancements to lift first contact resolution and post visit digital adoption.
reduction in teller interaction
Realize the hidden patterns in customer behavior prior to filing a complaint with the CFPB and/or an executive complaint in order to delineate necessary process improvements, optimal intervention points, and strategies for de-escalating negative sentiment before it becomes a breaking point.
reduction in overall complaints
Determine what interactions and behaviors lead a customer to be more likely to close a mortgage over another applicant, in order to prioritize sales team interventions, optimize marketing efforts during the sales cycle, and ensure treatment strategies are in place for particularly negative touch points.
lift in booking ratio
Discover how one of the largest global banking and financial services company used the ClickFox Journey Analytics platform to optimize their consumer lending process across several channels.
This study looks at: the implications of cross-channel behavior, pain points and channel leakage in the consumer lending journey.
- Marco Pacelli, ClickFox CEO