CUSTOMER JOURNEY SUCCESS IN FINANCIAL SERVICES

Financial Service providers that truly care about their customer's journey count on ClickFox to automatically collect and connect their customer interactions into journeys.

They rely on journey analytics to make informed, intelligent decisions.

The results of a better experience*


DIGITAL EFFECTIVENESS

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.


15%

quarterly reduction in digital leakage

DIGITAL ADOPTION

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.

20%

lift in digital engagement

CSAT/NPS DRIVERS

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.




400 bps

improvement in relationship NPS

BRANCH OPTIMIZATION

Deep evaluation of branch processes to identify agent training and routing enhancements to lift first contact resolution and post visit digital adoption.




40%

reduction in teller interaction

COMPLAINT REDUCTION

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.




5%

reduction in overall complaints

DRIVERS OF MORTGAGE CLOSURE

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.




10%

lift in booking ratio

Financial Services Customer Success Story

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.

 

"Analytics isn't about data. It's about decisions."

- Marco Pacelli, ClickFox CEO

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Get the Case Study

 

"We can finally trace the multitude of things a customer does – and given what they do – how it affects the bottom line of our business."

- Lori Bieda, Head of Analytics Centre of Excellence, Bank of Montreal