The future of collections Digital collections and the consumer
|
|
- Marilynn Shaw
- 6 years ago
- Views:
Transcription
1 The future of collections Digital collections and the consumer
2 Introducing: Don Taylor ACSI Andrew Beddoes Experian Paul DeSaulniers Experian
3 Contents 1. The rise of the digital consumer 2. How to engage with the digital consumer 3. An integrated digital strategy 4. Consumer engagement technologies 3 Experian
4 The future has already arrived. It's just not evenly distributed yet. William Gibson 4 Experian
5 Total credit card charge-off dollars, $ Billions Consumer debt Regulatory trends Regulatory uncertainty and pressure CFPB limits call attempts FCC ruling one and done 15% Vendors are an extension of financial institutions Client trends Banks keep debt in-house Third party consolidation Subprime credit card lending is up Sub prime auto lending is up Experian
6 The seismic-shift to digital has changed how consumers interact with their providers Consumers are hyper-connected and have numerous preferred channels Multiple touch-points lead to a purchasing decision A personalized, consistent experience across channels is the new standard Multi-channel customers are increasingly the most sophisticated, demanding and time-starved customers;. Deloitte Consulting Demand for frictionless and seamless customer experience 6 Experian
7 The growth of digital Mobile (U.S. adult population 87% have a mobile phone 71% of mobile phones are smartphones 52% of smartphone owners with a bank account have used mobile banking 22% of mobile phone owners have made a mobile payment in the last 12 months Image source: Wikimedia Commons 87% of Millennials already use mobile banking 71% of this generation believe mobile banking will transform their banking experience Have you transformed the collection experience to account for this change? 7 Experian
8 Generations of consumers Millennials Gen X Baby Boomers & Silent National Avg. VantageScore Text 625 Text 650 Cell Phone 709 Cell Phone 667 Debt Cell $ 52.1 Phone k $ k $ 87.4 k Landline $ 88.3 k Cell Phone Text Debt excl. Mortgage $ 26.5 k $ 26.7 k $ 19.2 k $ 23.1 k Social Media Est. Income $ 34.4 k $ 50.4 k $ 46.3 k $ 46.8 k Bank Card balances $ 3.4 k $ 6.8 k $ 5.6 k $ 5.3 k Bank Card utilization 43 % 41 % 25 % 34 % Millennials Gen X Baby Boomer Silent (age 19-34) (age 35-49) (age 50-68) (age 69-87) 75 million 66 million 75 million 28 million Source: Gallup (The New Era of Communication Among Americans). 8 Experian
9 Millions The takeover of the Millennials Millennials Gen X Baby Boomer Silent 2014 x xx Experian
10 Connecting with the digital consumer 10 Experian
11 Elevate collections into the digital age Manual collections practices Consumer in the digital world # Frictionless consumer experience Digital (mobile and web) Non-threatening Resolution-driven At the convenience of the consumer s place and time Self serve / cost effective eresolve No Caller ID eresolve gives your clients a digital communication channel 11 Experian 4/14/2017 Experian Public Vision 2017
12 eresolve process Debt resolution options Pay in full Payment set-up Invite consumer link Web site Text link Get started View debt details Consumer logs in Pay in full in 1 payment Pay in full over time Defer payment up to 14 days Negotiate to pay less Settle in 1 payment Settle over time Defer payment up to 14 days Counter offer Multiple options to resolve Several attempts to negotiate Offer accepted Consumer has already accepted the payment plan Client-consumer agreement Regulation E disclosure E-signature Payment portal Summary Debt details Debt resolution details Payment schedule Client-consumer agreement 12 Experian 4/14/2017 Experian Confidential
13 May $ $ Adam K Fellow 2017 adam@sample.com 13 Experian
14 Building an integrated digital strategy 14 Experian
15 The customer journey has entered an era of personalization 15 Experian
16 Market forces make a personalized approach highly relevant for collections Consumer preferences are changing Consumers are conditioned to expect easy, frictionless experiences Regulatory oversight has increased Collections regulations are complex, particularly those around customer interactions Intense pressure to reduce costs Facing cuts to resources, collections teams are forced to do more with less 16 Experian
17 Data and technology have come together to make personalized collections a reality Data Blending customer information with credit, behavioural, demographic and emerging data sets enable a detailed customer view Analytics Predictive models that inform decision making on the basis of risk, behaviour, propensity, etc. Decisions Automated systems that use enriched data, analytics, and collections policy rules to make decisions that drive customer interactions or treatments Execution Systems and tools that support the collections process by facilitating customer contact, negotiate, and settlement 17 Experian
18 Balance Traditional approach to segmentation 1 Immediate high intensity outbound calling 2 Call day 1; medium / high intensity 3 Call day 1; medium intensity 4 Call day 1; low intensity 5 Leave to self-cure; call day 5, low intensity 6 Leave to self-cure; letter day 5, call day 10 7 Leave to self-cure; letter day 10; call day 20 8 Leave to self-cure; letter day 20 Risk score 18 Experian
19 Connect to the data that enables personalization Gather credit, behavioral, and demographic data from diverse sources including Experian Connect to internal data sources and cleanse and normalize the data Combine and enrich data to gain a comprehensive view of customers Build an accurate and complete customer view 19 Experian
20 Applying data-driven decisioning for personalized collections treatments Enrich customer data Gain insights Decide Contact Credit Demographic Emerging Risk Propensity Behavior Regulatory What s the next best action? Self-service Automated workflow Collector Collection agency 20 Experian
21 Personalized approach to segmentation Holistic customer data Behavioral history Payment Usage On-us data Credit bureau attributes Single point Trended data Off-us behavior Socio demographic data Customer contact history Inbound Outbound Customer experience Personalized treatment Call / script SMS Web chat Self-serve portal Letter 21 Experian
22 Automatically decide on the appropriate customer treatment Directly embed best-in-class customer decisioning capabilities in the collections workflow Build then rigorously test decision strategies that drive effective and compliant collections actions Proactively monitor results, refine and improve decisions over time Execute analytically-driven collections actions 22 Experian
23 Real-time decision management Expanding the scope of analytics through the collections process Eligibility criteria for financial difficulties programs Hardship Loan extensions Temporary reduced payments Settlement offers Agency placement optimization 23 Experian
24 Optimize collections strategies to boost results Evaluate competing business goals, weigh trade-offs and determine the scenario that offers the best result Execute collections strategies at an individual customer level Determine the optimal contact time, channel and intensity, or allocate cases to the ideal agency Calculate the impact of every single decision 24 Experian
25 Drive an automated and efficient collections workflow Focus collectors on key tasks with a dynamic, modern user interface Provide collectors with a granular view of a debtor s exposure and other relevant information Prioritize activity and leverage capabilities that improve contact, response, and commitment Carry out precise and informed collections actions 25 Experian
26 Consumer engagement technologies 26 Experian
27 Adapting to changing consumer preferences Success is dependent upon a broader compliant contact strategy Employing a blend of contact initiatives based upon consumer preferences National trend moving rapidly to employ compliant electronic methods to supplement calls , texting, chat and virtual agent AVATARS (animated human) Our industry continued success is dependent upon our collective adaptation to consumer communication preferences 27 Experian
28 NCHER Survey February 2016 Most effective contact methods 35% of respondents rank as the top method of communication Texting is second overall and number one for year olds Cell phone calls and social media rank third and fourth respectively Traditional mail and land line calls are last Consumers by age group have different preferences in their preferred method of communication Source: NCHER Study by Google Consumer Surveys, Feb Experian
29 Virtual Agent Avatar methodology Exploring the use of online pseudo human communications via Avatar Provide information in the form of frequently asked questions to encourage repayment Speaks consistent accurate answers can be bilingual Consumer are more likely to listen to an virtual agent than read text on a website similar to social media Virtual agent access is 24/7 online open access Methods to promote website usage to consumers 29 Experian
30 Acceptance of interactive online characters Research about interactive characters suggests substantial opportunities for them to enhance online experiences Characters can increase the trust that users place in online experiences, in part because they make them easier Studies show people automatically accept pictorial representations of people as real Interactive characters increase trust in information resources Characters are well liked Source: The benefits of Interactive Online Characters Byron Reeves, Stanford University 30 Experian
31 Avatars provide enhanced communication and should be used in conjunction with other electronic strategies Virtual agent welcome Example Presentations are fully customizable Broad application Customer service Delinquency / default prevention Debt recovery first and third party Any online interaction 31 Experian
32 Conclusion Consumer preference has changed to digital To maintain performance a digital strategy must be employed Engage the consumer in the digital medium they prefer: Text Avatar 32 Experian
33 Questions and answers Experian contact: Paul DeSaulniers 33 Experian
34 Share your thoughts about Vision 2017! Please take the time now to give us your feedback about this session. You can complete the survey at the kiosk outside. How would you rate both the Speaker and Content? 34 Experian
35
Combining all relevant and new data sources to create one complete risk management offering
Combining all relevant and new data sources to create one complete risk management offering Kelly Love Experian Christopher Briggs Experian Experian and the marks used herein are service marks or registered
More informationCheckMate s Collections Datasheet
CheckMate s Collections Datasheet 2015 ComSys. All Rights Reserved. Page 0 CheckMate Collections Key Customer Challenges In today s business environment collections managers are confronted with the task
More informationOnline Approval System
Online Approval System Loan Origination Platform for financial institutions automating the entire lending process Klustr Platform IS an advanced Loan Origination Platform, built on state-ofthe-art internet
More informationGET MORE PAYMENTS WITH ACI VIRTUAL COLLECTION AGENT
FEATURES AT A GLANCE EFFECTIVE Emulates the interactions of your best collection agent Strategy Manager lets you build and adapt collection strategies, based on rule sets and consumer information Live
More informationCollections Strategies in a Tight Economy: Customer Service Strategy Guide
Collections Strategies in a Tight Economy: Best Practices from Industry Leaders Customer Service Strategy Guide Collections Strategies in a Tight Economy / page 2 Overview: The New Collections Environment
More informationCustomer-Centric Default Management
Experience the commitment It s time to move forward with Customer-Centric Default Management CGI study reveals companies are moving toward customer-centric default management to improve the customer experience
More informationThe Next Generation of Government Debt Collection Practices
Experience the commitment ISSUE PAPER The Next Generation of Government Debt Collection Practices This issue paper provides an overview of current and emerging best practices in government debt collections.
More informationFOCUSED BUSINESS ANALYTICS. dh.com
FOCUSED BUSINESS ANALYTICS TOTAL ANALYTICS, POWERED BY TOUCHÉ TABLE OF CONTENTS 3 Financial Services Marketing Keys 4 When it Comes to Business Analytics, Where Do You Stand Today? 5 The Total Analytics
More informationHow Will Your Bank Thrive?
How Will Your Bank Thrive? Pennsylvania Association of Community Bankers Annual Convention September 24, 2016 Timothy Reimink Managing Director Crowe Horwath LLP Session Description Some people wonder
More informationOracle Banking Enterprise Collections
Oracle Banking Enterprise Collections Oracle Banking Enterprise Collections is an enterprise class innovative solution designed to meet the complex requirements of financial institutions. It enables financial
More informationThe Road Ahead Brant Standridge President, Retail Banking. Investor Day 2018
The Road Ahead Brant Standridge President, Retail Banking Investor Day 2018 Key Takeaways 1Organizing for exceptionalism Enhancing the 2client experience 3Capitalizing on untapped revenue opportunities
More informationYes, You DO Need Visual IVR Frequently Asked Questions
Frequently Asked Questions All rights reserved. No part of this document may be reproduced, distributed, or transmitted in any form or by any means, including photocopying, recording, or other electronic
More informationPrecise ID. A comprehensive approach to fraud detection and compliance
SM Precise ID A comprehensive approach to fraud detection and compliance The threats posed by fraud and identity theft demand a risk-based approach that employs accurate and broadreaching data assets;
More informationA R TICLE. Upgrade Voice Calls with [24]7 Active Share. Converting Voice to Digital
A R TICLE Upgrade Voice Calls with [24]7 Active Share Converting Voice to Digital Technology has dramatically changed the customer service landscape within the last decade. The exploding popularity of
More informationBest practices in risk model development
Best practices in risk model development Introducing: Keith Tanaka Experian Jeff Meli Experian Risk modeling landscape Market conditions Regulatory compliance More and better data Stronger tools 3 Experian
More informationLEADING WITH GRC. Retail evolution and disruption. Gordon Smith CEO, Chase Consumer & Community Banking
LEADING WITH GRC Retail evolution and disruption Gordon Smith CEO, Chase Consumer & Community Banking The game changer $2,495 - $3,495 $600 $499- $599 1989 2004 2007 Smart phones created a massive shift
More informationInside magazine issue 16 Part 01 - From a digital perspective Re-envisioning the customer banking experience
Re-envisioning the customer banking experience Olivier de Groote Partner Financial Services Industry Leader Deloitte Cedric Deleuze Partner Technology Deloitte Deloitte s digital bank solution is fundamentally
More informationManage the Risk Rating Process
Manage the Risk Rating Process CreditQuest Manage the Risk Rating Process Rating Manager: CreditQuest Rating Manager is a highly flexible software solution that enables financial institutions to deploy
More informationAn AI-Driven Solution to Digitize Credit Risk
An AI-Driven Solution to Digitize Credit Risk Transforming credit risk management workflows, from customer journey to servicing Artificial intelligence and digitization transform credit risk management
More informationBanno Digital Banking Suite. Digital banking solutions for forward-thinking financial institutions.
Banno Digital Banking Suite Digital banking solutions for forward-thinking financial institutions. Digital banking solutions for forward-thinking financial institutions. A few short years ago, financial
More informationSee how Experian data has enhanced KeyBank s marketing campaigns
See how Experian data has enhanced KeyBank s marketing campaigns Introducing: Mitch Kime KeyBank Catherine Wright Experian How many of you have more than one credit card in your wallet? Do you use each
More informationCONSIDERATIONS IN PRIVATE EXCHANGE MARKETPLACES
Benefitfocus Solution Whitepaper CONSIDERATIONS IN PRIVATE EXCHANGE MARKETPLACES Over the past decade, the popularity and importance of consumeroriented, cost-conscious employee health plans has significantly
More informationBest practices for deploying a modern, predictive IVR system
Best practices for deploying a modern, predictive IVR system Integrating phone self-service into the omnichannel customer experience An Ovum White Paper Sponsored by Publication Date: August 2015 Introduction
More informationFraud and identity verification consulting case study maximize bookings and reduce operational costs by using the right data
Fraud and identity verification consulting case study maximize bookings and reduce operational costs by using the right data Client Top-tier U.S. card issuer Chris Ryan Experian Experian and the marks
More informationHow Financial Chatbots Are Transforming Digital Banking Produced by Abe
How Financial Chatbots Are Transforming Digital Banking Produced by Abe Abe builds conversational banking solutions for progressive community banks. CONTENTS Keeping Pace with Evolving Financial Technologies....3
More informationTexting Is Not Just for Teenagers: The Power of Proactive SMS
Texting Is Not Just for Teenagers: The Power of Proactive SMS John Tallarico VP, Product Management, Genesys Fred Mondragon VP, Business Development, Medallia Consumers prefer SMS for customer support
More information10 Strategies for Reducing Customer Call Volumes
10 Strategies for Reducing Customer Call Volumes A Call Centre Helper White Paper Sponsored by : Intelecom 1 Contents Introduction... 3 10 Strategies for Reducing Customer Call Volumes... 4 1. Create Actionable
More informationDynamics CRM Powering the future of CRM. Itai Aharonov Solution Specialist Dynamics CRM Israel MBS
Dynamics CRM 2016 Powering the future of CRM Itai Aharonov Solution Specialist Dynamics CRM Israel MBS Omni Channel Self-Service Agent Enablement Field Service Knowledge Email Chat Social Web Messaging
More informationA quest to boost accuracy in data reporting
A quest to boost accuracy in data reporting Introducing: Dorita Dawson Ally Bank Julie Moroschan Experian Michael Berard Experian Contents 1. Challenges data furnishers are facing today 2. FCRA regulatory
More informationVerint Engagement Management Solution Brief. Overview of the Applications and Benefits of
Verint Engagement Management Solution Brief Overview of the Applications and Benefits of Verint Engagement Management November 2015 Table of Contents Introduction... 2 Verint Engagement Management Advantages...
More informationAutomotive finance. October 2014
Automotive finance October 2014 3 Automotive finance Growing in a changing environment The auto finance market has been in recovery since 2008. Record low interest rates, access to credit and new market
More informationTesting Solutions for Hyper-Connected Apps
Testing Solutions for Hyper-Connected Apps Don t let functionality cause testing chaos Andrew Morgan (andrew.morgan@infostretch.com) 2019 Infostretch. All rights reserved. 1 1 Your Speaker: Andrew Morgan
More informationFraud in an open, digital payments landscape
Fraud Management Fraud in an open, digital payments landscape More than 20 trillion a year is being spent via payment cards since 2014. With consumers increasingly relying on electronic payments, like
More informationUsing Master Data to Transform Insurance for Competitive Advantage
Using Master Data to Transform Insurance for Competitive Advantage Gordon Sanders Copyright 2017 HCL Technologies Limited www.hcltech.com Industry Trends (Increasingly Focused) Pricing Pressure Growth
More informationConsumer Credit Underwriting and Origination
Consumer Credit Underwriting and Origination DECISIONPRO PART OF OUR END-TO-END CONSUMER LENDING SOLUTION Whether you re a community lender, bank, credit union or finance company, DecisionPro provides
More informationINTELLIGENT VIRTUAL ASSISTANTS
INTELLIGENT VIRTUAL ASSISTANTS FOR PAYERS AN FAQ-STYLE GET STARTED GUIDE Info@ 509-242-0767 Artificial intelligence (AI) is transforming businesses across industries and continents, allowing those who
More informationWHITE PAPER. Optimize Your Customer Engagement with Customer Communications Management (CCM)
WHITE PAPER Optimize Your Customer Engagement with Customer Communications Management (CCM) Overview Customers engage with their vendors through more channels than ever before. And, customer preferences
More informationSUMMARY S O L U T I O N S T H A T E X C E E D E X P E C T A T I O N S
EXECUTIVE SUMMARY S O L U T I O N S T H A T E X C E E D E X P E C T A T I O N S INTRODUCTION Know what your customers want most and what your company does best. Focus on where those two meet. Kevin Stirtz1
More informationKeep up with increasing Regulation E transaction dispute volumes
Keep up with increasing Regulation E transaction dispute volumes Don Edman Sr. Operations Director, FIS David Smith Pres. and COO, Savana Steve Lucas VP Sales, Savana May 24, 2017 Workflow Defined What
More informationIRIS TM Digital Banking Platform
IRIS TM Digital Banking Platform Multiple Solutions in One Mobile Banking Online Banking Mobile Deposit INVEST IN A PLATFORM WITH RESPONSIVE DESIGN THAT IS BUILT TO ADAPT TO EVOLVING TECHNOLOGY IMPROVE
More informationIRIS TM Digital Banking Platform
IRIS TM Digital Banking Platform Multiple Solutions in One Mobile Banking Online Banking Mobile Deposit INVEST IN A PLATFORM WITH RESPONSIVE DESIGN THAT IS BUILT TO ADAPT TO EVOLVING TECHNOLOGY IMPROVE
More informationJuly Compliance, Meet Marketing: The Impact and Opportunities of New Regulation on Credit Unions
July 2013 Compliance, Meet Marketing: The Impact and Opportunities of New Regulation on Credit Unions Compliance, Meet Marketing: The Impact and Opportunities of New Regulation on Credit Unions As credit
More informationTOTAL ANALYTICS POWERED BY TOUCHÉ FOCUSED BUSINESS ANALYTICS
TOTAL ANALYTICS POWERED BY TOUCHÉ FOCUSED BUSINESS ANALYTICS 2 FINASTRA Brochure INTRODUCTION The Key to Overcoming Today s Challenges in Financial Services Marketing Is Access to Holistic Information
More informationWORKING WITH MILLENNIALS. Presenter: Lisa Talbot and Christopher Earnshaw Date: June 7, 2016
WORKING WITH MILLENNIALS Presenter: Lisa Talbot and Christopher Earnshaw Date: June 7, 2016 WHO ARE MILLENNIALS? Millennial Generation Born: After 1980 Age of adults in 2014: 18 to 33 Share of adult population:
More informationWHITE PAPER. Revenue Opportunities Created by Open APIs
Revenue Opportunities Created by Open APIs Financial service providers must embrace modern technologies and leverage data held in their systems to secure their long-term futures. Open Banking initiatives,
More informationHermes Contact Plus. Are You Ready for Digital Agility? To function efficiently in today s globally competitive market, your Contact Centre requires:
Are You Ready for Digital Agility? To function efficiently in today s globally competitive market, your Contact Centre requires: Superior, productivity-enhancing features, flexibility, to add or remove,
More informationTHE IMPORTANCE OF DEVELOPING A SOCIAL MEDIA COMPLIANCE POLICY
THE IMPORTANCE OF DEVELOPING A POLICY Why Your Financial Institution Needs to Have a Proactive Policy in Place BY OPTIMAL BLUE e-series of 7 WHITE PAPER THE IMPORTANCE OF DEVELOPING A POLICY Why Your Financial
More informationAward for Continuous Improvement Process: Millennium1 Solutions. published
Call Center FCRCX Best Practice Award Best Practice AwardWinner Winner Award for Continuous Improvement Process: Millennium1 Solutions published 09-21-2017 CX Awards-Winning Best Practice Success Story
More informationRAID Collections. Datasheet. RAID Collections Datasheet 1
RAID Collections Datasheet RAID Collections Datasheet 1 Improve your credit control and collections operations. The Solution RAID Collections manages and automates your credit control and collection operations
More informationNICE Quality Central. Unify Your Quality Programs in a Single Application
NICE Quality Central Unify Your Quality Programs in a Single Application Delivering consistent quality customer service is an imperative in today s customer-driven market, but it challenges even the most
More informationUsing Analytical Marketing Optimization to Achieve Exceptional Results WHITE PAPER
Using Analytical Marketing Optimization to Achieve Exceptional Results WHITE PAPER SAS White Paper Table of Contents Optimization Defined... 1 Prioritization, Rules and Optimization a Method Comparison...
More informationPoint of View on AI & Cognitive. Deloitte Cognitive Lab
Point of View on AI & Cognitive Deloitte Cognitive Lab Cognitive technologies capabilities The art of creating machines that perform functions that require intelligence when performed by people (Kurzweil,
More informationMake Your Business Stronger with Smarter Customer Insights
Make Your Business Stronger with Smarter Customer Insights Survey Dynamix Survey Dynamix Smarter Customer Insights Give Businesses The Competitive Edge It s a highly competitive landscape out there for
More informationHow to balance marketing, risk and profitability
How to balance marketing, risk and profitability Introducing: Brian Bork Capital One Brett Brandau Barclaycard US Jeff Tracey Sallie Mae Craig Wilson Experian Lynn Brunner Experian Constructing an effective
More information5 STEPS TO AUTOMATE YOUR PRODUCT LIFE CYCLE A guide produced by Sweet Systems
5 STEPS TO AUTOMATE YOUR PRODUCT LIFE CYCLE A guide produced by Sweet Systems The foundation of the Internet of Things The foundation of the Internet of Things - IoT - is about device-to-device communication.
More informationThree New Technologies Your A/R Team May Be Missing Intelligent Process Automation For RCM. HFMA Education Series May 2018
Three New Technologies Your A/R Team May Be Missing Intelligent Process Automation For RCM HFMA Education Series May 2018 Presenters John Fundingsland Dan Hillman Iselin, New Jersey 2 Sizeable Opportunity
More informationTHE RISE OF T HE A LWAYS CONNECTED CUSTOMER
THE RISE OF T HE A LWAYS CONNECTED CUSTOMER THE RISE OF THE ALWAYS CONNECTED CUSTOMER 2 Your 2017 goals: elevate the customer experience, cut costs, and improve transaction efficiency. Sound familiar?
More informationDNBi Risk Management. Unparalleled Data Insight to Drive Profitable Growth
DNBi Risk Management Unparalleled Data Insight to Drive Profitable Growth DNBi is a powerful, web-based credit risk management solution that offers Dun & Bradstreet s world-class data and robust predictive
More information2018 STATE OF GLOBAL CUSTOMER SERVICE REPORT 2018 STATE OF GLOBAL CUSTOMER SERVICE REPORT
2018 STATE OF GLOBAL CUSTOMER SERVICE REPORT 1 2018 STATE OF GLOBAL CUSTOMER SERVICE REPORT INTRODUCTION CUSTOMER EXPECTATIONS CONTINUE THEIR STEADY CLIMB As customer expectations continue to climb, it
More informationCase Study. Results. The business. The challenge
Case Study Xavier Latte Head of Performance Management, Clicktale indeed showed us some issues that we were not able to discover with traditional analytics tools. Company www.hellobank.be Industry Finance
More informationCAPITAL MARKETS TRANSFORMATION. Pathways to Operations Control Value
CAPITAL MARKETS TRANSFORMATION Pathways to Operations Control Value WHITE PAPER Reconciliation as the catalyst The continued confluence of regulatory changes, market pressures and an increased demand for
More informationTOTAL PAYER PAYMENT SOLUTION
TOTAL PAYER PAYMENT SOLUTION A SINGLE ANSWER TO STREAMLINING YOUR ENTIRE PAYER PAYMENT PROCESS. www.zirmed.com 877.494.1032 NEW PAYMENT MODELS MAKE AN ALREADY COMPLEX PROCESS MORE CHALLENGING. The answer
More informationAVAYA WORKFORCE OPTIMIZATION SELECT
AVAYA WORKFORCE OPTIMIZATION SELECT AT A GLANCE By generating relevant and timely insights into the customer experience and leveraging this information to improve agent and team performance, AWFOS helps
More informationWeb Chat, Co-Browse and Video Chat. Best Practice Guide
Web Chat, Co-Browse and Video Chat Best Practice Guide Table of Contents Introduction... 03 Web Chat Best Practices... 04 Appendix 1: Co-Browse Tips...10 Appendix 2: Video Chat Best Practice... 11 About
More informationINTELIGÊNCIA EM AÇÃO. 23 de setembro IBM Client Center Lisboa
INTELIGÊNCIA EM AÇÃO 23 de setembro IBM Client Center Lisboa Como satisfazer as necessidades de um cliente sempre ativo JOAQUÍN LACAMBRA DIRETOR DE SOFTWARE E SOLUÇÕES ANALYTICS, COMMERCE & SECURITY IBM
More informationCOMMITTEE ON INFORMATION TECHNOLOGY
COMMITTEE ON INFORMATION TECHNOLOGY Office of the City Administrator COIT Budget & Performance Subcommittee: Budget Hearings April 6, 2018 Dept Project Theme: IT Infrastructure Previously by COIT* GF GF
More informationIdentifying and maximizing subrogation opportunities and potential
Next Generation Subrogation Solutions By Elizabeth Longo, General Counsel for Discovery Health Partners Many health plans are struggling to reduce costs while increasing revenue. Plans must leverage next
More informationUnderstanding SWIFT Corporate Access
Understanding SWIFT Corporate Access BEST PRACTICES SWIFT is a single, secure communications channel used by more than 8,000 banking organizations, corporations and others to exchange millions of standardized
More informationMillennials vs. Boomers Are There Any Differences?
Millennials vs. Boomers Are There Any Differences? Graham Knowles Enterprise Solution Architect [24]7 2017 24/7 CUSTOMER, INC. Boomers: The Generation That Built the Internet Quiz Question 1 In What
More informationInbound Strategy, Outbound Strategy and the Most Important Strategy of All: Blending Them Into a Seamless Interaction for Your Customers
Inbound Strategy, Outbound Strategy and the Most Important Strategy of All: Blending Them Into a Seamless Interaction for Your Customers Introduction Ensure your contact center provides a better experience
More informationModern model and attribute governance going beyond the regulatory burden
Modern model and attribute governance going beyond the regulatory burden Experian and the marks used herein are service marks or registered trademarks of Experian Information Solutions, Inc. Other product
More informationTransforming transactions
1 Transforming transactions Discover how our innovative payment processes and solutions are cutting costs and transforming the way citizens transact with government. 2 3 Better for you. Better for everyone.
More informationEGUIDE TO THE CUSTOMER EXPERIENCE
EGUIDE TO THE CUSTOMER EXPERIENCE THE CUSTOMER EXPERIENCE IS EVERYTHING Digital transformation is occurring rapidly across business and government. Today s society is moving from a brick-and-mortar world
More information2016 Silanis Technology Inc. All rights reserved.
Digital Account Opening with E-Signatures: Become Customer-Centric & Accelerate Your Sales Cycle Derek Corcoran, Chief Experience Officer Avoka Mary Ellen Power, VP Marketing esignlive by VASCO TODAY S
More informationCash Flow Acceleration Platform: Reminders and Pay-By-Phone Simplified (800)
Cash Flow Acceleration Platform: Reminders and Pay-By-Phone Simplified Altura is an authorized partner of Datatel's Cash Flow Acceleration Platform Datatel Cash Flow Acceleration Platform (CAP) leverages
More informationDisruption in banking Who will be your Uber?
Disruption in banking Who will be your Uber? About Tim Harrington, CPA 29 years credit union experience 36 years business/consulting experience Consulted on over 1,500 credit union projects A regular speaker
More informationFuture of Work is getting bigger in the rearview mirror
Future of Work is getting bigger in the rearview mirror The Open Talent Economy Deloitte Review 2013 Machines As Talent Global Human Capital Trends 2015 The Gig Economy: Disruption or Distraction? Global
More informationMillennials: Innovation Engine Hans K. Wolf Office of the CTO NTT Data Services
Millennials: Innovation Engine Hans K. Wolf Office of the CTO NTT Data Services May 2017 Key Messages Your assumptions about millennials May not be Correct True Digital Natives the key characteristic that
More informationPrice optimisation in retail consumer lending
Price optimisation in retail consumer lending An Experian white paper Table of contents Executive summary...2 Background to price optimisation...4 The implications of constraints...12 How does price optimisation
More informationCONTENTS OUR ACCREDITATIONS. PCI Pal is a suite of solutions. designed to descope your payment. environment from the requirements
PCI Pal is a suite of solutions designed to descope your payment environment from the requirements of PCI DSS developed for contact centers by contact center people. CONTENTS About PCI Pal 2 Agent Assist
More informationDigital Banking. Digital Banking. Investor Relations Meeting 8th November Digitalization seminar, 11 th November 2014
Digital Banking Digital Banking Digitalization seminar, 11 th November 2014 Christian Bornfeld, Head of Digital Banking Investor Relations Meeting 8th November 2014 V1 1. Nordea highlights 2. Customer
More informationA Conversation with Visa on Consumer Debit Growth Connie Davis FIS Global Retail Payments Greg Borchardt Visa Consumer Debit Products
A Conversation with Visa on Consumer Debit Growth Connie Davis FIS Global Retail Payments Greg Borchardt Visa Consumer Debit Products May 2017 Visa Notice of Confidentiality This presentation is furnished
More informationTop 10 reasons to move your contact center to the cloud
CONTACT CENTER Making the Case: Top 10 reasons to move your contact center to the cloud Thanks to the internet, most people today have become used to nearly instantaneous access to information. So when
More informationPrivate Wealth Solutions An exceptional experience for discerning clients
Private Wealth Solutions An exceptional experience for discerning clients The client experience is everything. In today s financial services environment, where services and price can be quickly matched
More informationYardi Condo, Co-Op & HOA Suite
Yardi Condo, Co-Op & HOA Suite Optimize your association management business from owner services and marketing to operations, accounting and reporting on a single software platform. Power Your Business
More informationWHITE PAPER. REVENUE OPPORTUNITIES CREATED BY OPEN APIs. Venkataraman Durghados IBS Open APIs Solution Architect
REVENUE OPPORTUNITIES CREATED BY OPEN APIs Venkataraman Durghados IBS Open APIs Solution Architect Financial service providers must embrace new technologies and leverage data held in their systems to secure
More informationA Non-Actuarial Look at Predictive Analytics in Health Insurance Past, Present and Future. November 2016 Rajiv Sood
A Non-Actuarial Look at Predictive Analytics in Health Insurance Past, Present and Future November 2016 Rajiv Sood Predictive Analytics Definition Predictive analytics is the practice of extracting information
More informationBANK SATISFACTION BAROMETER (BSB)
REPORT 2017 BANK SATISFACTION BAROMETER (BSB) 1 CONTENTS BANK SATISFACTION BAROMETER 2017 INTRODUCTION 3 BANK SATISFACTION BAROMETER 4 1 THE TRADITIONAL BANK VALUE PROPOSITION IS CHANGING 8 2 PRODUCT AND
More informationEnabling Collaboration in Insurance
Enabling Collaboration in Insurance The Role of Communications, Content, and Processes Mark Breading SMA Partner Strategy Meets Action Table of Contents The Promise of Collaboration... 3 Seeking Differentiation
More informationRich Moore Director of Training
Rich Moore Director of Training Recruiting, Training and Retaining Millennials for the Future Success of Your Dealership All Generalizations are Lies; Including This One And oh yeah, she carries a
More informationOmnichannel for Microsoft Dynamics 365: 6 mission-critical questions to ask. March CaféX Page 1
Omnichannel for Microsoft Dynamics 365: 6 mission-critical questions to ask March 2018 2018 CaféX Page 1 With Dynamics 365, Microsoft has dismantled the silos between its enterprise resource planning (ERP)
More informationDelighting Customers in the Digital Age
AN ALORICA COMPANY Delighting Customers in the Digital Age Using chat as part of a winning omnichannel strategy By 2016, an estimated of all customer experience will take place via chat. i 20% Great customer
More informationHow to Use. Search & Social to Increase Sales FAST
How to Use Search & Social to Increase Sales FAST Gloria Lafont President/Owner: ActionMarketingCo.com Editor: PromoBusinessSuccess.com Direct: 954-372-7967 Email Gloria@ActionMarketingCo.com LinkedIn
More informationKey Benefits. Enhance the customer experience with personalization. Reduce application development time-to-market and cost
Omnichannel Automated Experience Avaya Aura Experience Portal Avaya Aura Experience Portal is Avaya s Multichannel Application Platform That Can Help You Unify and Orchestrate a High Value. To attract
More informationSolutions Biller Solutions for Automotive Lenders
Solutions Biller Solutions for Automotive Lenders A Multichannel, Integrated Approach to Reduce Costs and Delight Customers While Enhancing Your Brand Solutions As an automotive lender, you may be looking
More informationCHATBOTS & INTELLIGENT VIRTUAL ASSISTANTS
CHATBOTS & INTELLIGENT VIRTUAL ASSISTANTS FOR PHARMA AN FAQ-STYLE GUIDE Info@ 509-242-0767 Artificial intelligence (AI) is transforming businesses across industries and continents, allowing those who invest
More informationPega Upstream Oil & Gas Capabilities Overview
Pega Upstream Oil & Gas Capabilities Overview Pegasystems, Inc APRIL, 2016 1 Overview Pega delivers a unified, strategic application development platform that empowers upstream oil & gas companies to leverage
More informationOrange Bank The offer in a nutshell
Orange Bank The offer in a nutshell 1 Welcome to Orange Bank! Convenient and secure mobile banking, open to everyone 100% mobile banking offer that has been conceived by digital experts to meet everyone
More information