Redefining Customer Experience: A Bank's Insights on Breaking Silos

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.