How to use the latest technology to enhance customer experience.
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1 How to use the latest technology to enhance customer experience. Lorna Crowley - Marketing Director Xavier Legrand - Product Director 13 th November 2017
2 How would you order a taxi in London on a rainy day? engagehub.com 2
3 Hands up, who would go back?
4 The meaning of customer experience has changed. engagehub.com 4
5 The meaning of customer experience has changed. new organisations were added to the 20top 50 index in *UK customer satisfaction Index January 2017 engagehub.com 5
6 Percentage Of Respondents Consumers would switch mobile networks for a better experience. Would you switch your mobile provider to get an experience similar to your favorite app? Which brand would you switch to if they offered mobile services? NO 36% YES 64% engagehub.com 6
7 Organisations have already achieved a lot But the bar has been raised engagehub.com 7
8 2 core challenges are shifting priority Customer Experience Operational Costs engagehub.com 8
9 By 2020, the customer experience will overtake price and product quality as the key brand differentiator. - Walker engagehub.com 9
10 How it s being done really well.
11 One of the largest credit card companies in the UK Over 7 million customers in the UK Over 1,000 employees in the UK. engagehub.com 11
12 MBNA The Challenges Keeping customers safe. Protect 5 million plus consumers 1 in 10 in UK fall victim to financial fraud Strict controls to verify customers Improving the customer experience. Contextual communications platform Enabling real-time cross channel reach to customers Complex legacy systems Differing brand requirements engagehub.com 12
13 Activation Engagement Retention Welcome message. Including online banking Account information collection App download Authentication and risk management info X FA Account/Card Activation Tokens Cross-sell & Up-sell campaigns Self-service customer enquires across , SMS, voice, push and social. In-branch Appointment Reminders Balance transfers / requests Payment reminders Statements and reminders Automated fraud protection management Customer satisfaction surveys Password/account retrieval T&C s changes Promotions thresholds Loyalty and reward programmes Account renewals Forced cancellations Win-back campaigns Cool-off period Contact info queries: call-back service for customer to speak to customer service directly Surveys 13
14 Activation Engagement Retention Welcome message. Including online banking Account information collection App download Authentication and risk management info X FA Account/Card Activation Tokens Cross-sell & Up-sell campaigns Self-service customer enquires across , SMS, voice, push and social. In-branch Appointment Reminders Balance transfers / requests Payment reminders Statements and reminders Automated fraud protection management Customer satisfaction surveys Password/account retrieval T&C s changes Promotions thresholds Loyalty and reward programmes Account renewals Forced cancellations Win-back campaigns Cool-off period Contact info queries: call-back service for customer to speak to customer service directly Surveys 14
15 MBNA The Digital Communications Hub engagehub.com 15
16 The next disruptive technologies. AI Voice Chat Bots Natural Language Processing engagehub.com 16
17 The next disruptive technologies. AI Voice Chat Bots Natural Language Processing engagehub.com 17
18 MBNA - The results Awards Results Optimise Efficiencies Voted Credit Card Provider of the Year by customers 200% increase in reactivated cards 96% of customer interactions are now digital 67% reduction in agent review time engagehub.com 18
19 What to look for.
20 Data orchestration layered on legacy IT. Customer Engagement Hub Core Banking Web Banking Contact Centres Retail Fraud CRM engagehub.com 20
21 Thank you. Visit us at Stand 39.
22
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