How To Redefine The Customer Experience, Whatever Silos You Face: A Leading Bank Shares Their Learnings.
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Verint
Verint is “The Customer Engagement Company.” We help organisations simplify and modernise the way they engage customers through their contact centre, branch, back office and marketing departments. Our market-leading broad portfolio of cloud and hybrid solutions is designed with the latest artificial intelligence and advanced analytics technologies to deliver greater automation and shared intelligence that drives real business impact. Verint is your partner to make customer engagement a strategic advantage and a strong competitive differentiator for your organisation.
Do you have separate, siloed customer engagement processes across individual subsidiaries or divisions? Is your ultimate goal to create one, common strategy across your organisation or group? Do you require actionable insights to improve the customer experience on every single voice interaction?
Discover vital tips from a leading organisation that has done all this and more.
As a financial institution, FNB provides personal, private, commercial, and corporate banking services to millions of customers across South Africa. FNB is the oldest bank in South Africa and is a subsidiary of FirstRand Bank Limited. Currently, the deployment stats of Interaction Analytics spans 36 business entities, and 4,500 advisors, analysing 20 million calls per year. Adrienne Bewsher, Business Solutions Manager - Speech Analytics & Quality Management, will take you through their ‘ConnectMe’ strategy, and how the organisation is evolving and modernising its customer engagement capability. Find out how to:
- Leverage customer interaction data to uncover changes in consumer behaviour, sentiment, and demand for new products and services.
- Provide actionable insights to stakeholders in order to improve the Customer Experience on voice interactions.
- Collaborate with stakeholders to drive best practice and knowledge sharing.
- How FNB worked with CX solutions provider Verint to achieve their goals.