Sibos 2017: The Strategic Role of the Customer Contact Center

This year at #Sibos 2017 top industry players will discuss how technological advances are impacting global financial institutions. For bankers, this is the perfect opportunity to meet with an Appian executive to explore digital strategies for customer engagement in a world of ever-rising expectations.

With digital technology fast accelerating, customers demand coherent and flawless experiences in short time spans, profoundly impacting customer engagement strategies for all channels. However, contact center excellence demands operational excellence and agility, so customer service staff require quick and easy access to all information. The good news is, delivering superior customer service can enable banks to deliver differentiated customer experience—and add the WOW factor.

Transforming for Customer Engagement

To provide a complete end-to-end enhanced customer experience, McKinsey pundits recommend striking a balance between digital and non-digital transformation, augmented by human intelligence. A holistic, cross-functional transformation of the customer journey offers a significant opportunity for differentiation and competitive advantage.

An excellent place to focus transformation strategy is in the contact center to deliver critical customer engagement that leads to top line growth.

So, what will the winning contact center of the future look like?

The Strategic Role of the Contact Center

Banks that implement superior customer contact center experience as a key component of service differentiation will enjoy an immediate and sustainable competitive advantage.

Check out this video to discover how a leading investment banking firm leveraged the Appian Platform to ensure greater speed to market and deliver service excellence when launching an online platform for loan products. The firm deployed six critical apps serving the contact center in under six months.

The business impact of an optimized contact center is nothing short of transformational: the firm processed more than 16,000 accounts in less than 30 seconds and experienced more than 85% reduction in processing time. The firm also realized significant reduction in operating costs by eliminating manual controls, and was able to roll out training faster to the Customer Services Representatives.

These advantages stemmed from a foundational ability to place the customer at the center of the end-to-end holistic, flawless service experience.

The Importance of Customer Centricity

Forward thinking banks are optimizing and personalizing their customer service. Industry pundits tracking customer satisfaction affirm personalized, proactive customer service as the major driver of loyalty, quickly transforming into the primary reason to remain with a financial institution.

Banks have complex business processes and legacy technology systems that stand in the way of customer centricity. Technology approaches of the past will clearly be inadequate to provide world class customer service.

With a digital transformation platform approach, system integration—from front-end apps to the backend system of records—is possible. Customer service representatives can access an integrated view of all customers across channels and achieve a holistic customer view.

The result? World-class service.

As you make plans for Sibos, explore this Sibos Guide to Building the Future to learn more and let’s plan to meet at Sibos to transform call center for your institution.

The Appian #SIBOS Guide to Building the Future

I look forward to seeing you in Toronto.

Michael Heffner
Vice President, Global Banking and Capital Markets