Financial Services B - ANDX: Experience Solutions Built with Technology & Design

Data to Deliver a Better Experience

Financial Services

The Challenge

Top 10 Canadian Financial Institution looking to design and implement a contact center experience program that would integrate the voice of the member with other contact center KPI’s to provide a 360-degree view of performance.

The Work

ANDX designed an experience survey that aimed to understand the member’s end-to-end experience. In addition, we focused on elements of the member’s journey, including their reason for calling the contact center, whether they had tried to complete the reason for their call using another banking channel, and whether they were successful. By pairing journey metrics along with the right operational, financial, and loyalty metrics, we helped our client understand their members’ specific experiences and what events shaped those experiences.

The Payoff

The experience program and dashboard ANDX designed helped identify an unknown problem with online card activations that almost doubled the calls into the contact center.

The decline of customer effort scores and increased calls into the contact center for card activations, where online banking had been used prior to calling the call center, revealed what was happening and why. By understanding the cost to serve by transaction type, we were able to quantify the impact of the increased calls into the contact center resulting from the online banking outage. As a result our client gained immediate cost savings due to the end-to-end analytics ANDX provided to detect their online banking defect.

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