OvationCXM

What's going on with Gen #AI in #banking? We did some of the reading so you don't have to and are sharing some facts from McKinsey & Company's reports. Watch our head of product, Alan Finlay answer #FAQs on AI on our YouTube channel. Link is in the comments! 👇🏼 #OvationCXM #customerexperience #artificialintelligence #banks #financialservices

Customer householding and segmentation - powered by #AI - for financial services. Finally! We call it OneView. Brought to you through our collaboration with IBM. ⬇️ #ovationcxm #data #genai #ibmz OvationCXM

Third-party monitoring and compliance continue to be a sore spot for #banks. Thread Bank is the latest to get dinged by the FDIC and ordered to make changes to its partner risk management processes and oversight. You can read more about service governance of ecosystem partners here: https://lnkd.in/dW-ZiyJ7 #banking #data #cx #CXM #OvationCXM

When customer attrition is higher than desired... When email threads and phone queues are the only way to get #CX updates from your ecosystem partners... When customers get bounced around trying to get answers... It's not just a customer experience problem. It's an operational problem that affects profitability and customer retention. 📈 Read how KeyBank identified friction in their service delivery and solved it using OvationCXM. https://lnkd.in/gWsSq86X #CXM #customerexperience #banking #financialservices

Unstructured customer #data is a treasure trove of insights - but hard to get to. Think case notes, chat logs, and call transcripts. 📞 GenAI quickly unlocks and analyzes customer data from both structured and unstructured data sources, and it uncovers trends and makes recommendations that can lead to transformative business impact. Maximizing the economics of #AI always comes back to unifying all of your customer data. Orchestration layers can do that heavy lifting without re-architecture. To read more on the topic of GenAI and ecosystem data: https://lnkd.in/gMCxBVVW #genai #artificialintelligence #customerjourney #customerexperience #OvationCXM #ecosystemorchestration Alan Finlay

Ecosystem orchestration is becoming a big deal for complex industries that need to be customer-centric and innovative. → According to research from Capgemini, bankers are struggling to provide seamless customer experiences across the lifecycle. They recommend partner ecosystems as a solution. → 70% of banks & 80% of credit unions are believers in using fintech partnerships to drive growth. → Banks that see #ecosystems as part of their core business had a higher return on equity: 12.1% vs. 10.5% than those with little ecosystem engagement. Our #CX technology was built to empower full visibility, collaboration and communication across companies and their partners and vendors. And to manage third-party risk. One of our clients saw a 17% ⬇️ in customer attrition in the first 6 months using our platform through our ecosystem orchestration tools. Find out more by checking out our website and our resource center. #customerexperience #customerjourney #banks #financialservices

We work with #banks daily - and we recognize their commitment to digital transformation efforts. Most analysts say, however, that true transformation hasn't happened as fast as everyone would like. Financial services is not alone in this, so what's the hold-up? 🤔 In a recent Forbes Technology Council panel article, our CEO Alfred Kahn explores the factors stalling true organizational change. https://lnkd.in/eXyMBUCk #customerexperience #transformation #financialservices #CXM #CEO

IT leaders lead decision-making around a perennial question - build vs. buy new tech capabilities when optimizing journeys and CX? Our new eBook, led with expertise from our COO Mike Schwartz, is a comprehensive walk-through of this decision tree, complete with important questions, checklists and the pros and cons of each. Download it - no email required... https://lnkd.in/gYzCS-rK #tech #CX #CXM

Our latest #newsletter is out! The highlights? 👉🏽 OvationCXM at IBM Think and Southeast Acquirers Association conference. 👉🏽 New blogs on: • Build vs. Buy - deciding the right route when considering #CX technology • Risk management of #bank-#fintech partnerships - how to use real-time #data to monitor ongoing operations. 👉🏽 AI FAQ with head of product, Alan Finlay with predictions, #AI + ROI question and the coming impact AI voice can have on contact centers. 👉🏽 Articles featuring thoughts from CEO Alfred Kahn and a podcast with our head of marketing Sherri Schwartz. Seriously - don't head out for the 🇺🇸 holiday without checking out this information-packed issue! #cxmanagement #OvationCXM

Our CEO and founder, Alfred Kahn, recently published his thoughts on #compliance and regulatory oversight in bank-fintech CX. TL;DR: Regulators hold banks wholly responsible for their customers' experiences, no matter what organization delivers the interaction in its customer journeys. And, McKinsey & Company predicts more consumer protection and “conduct” regulation in #banking going forward. Chip identified 4️⃣ pain points keeping #banks from managing partner #CX consistently and explained why it's an urgent need. The cliff notes are below 👇🏼 Or read the entire Forbes Technology Council article, linked in the comments below. #OvationCXM OvationCXM #CXM #customerexperience #riskmanagement #thirdpartyrisk