Download pptx - Retail Banking and Social Media - Customer Experience Management Services

BANKING & CAPITAL MARKETS

9th Annual Pan-European Retail Banking Conference

Customer Experience Management ServicesStay Ahead of Your Customer’s Need

April 8, 2023

April 8, 2023 | 2 BANKING & CAPITAL MARKETS

• Commoditization has stripped away existing sources of differentiation.

• Customers have more power than ever.

• Traditional industry boundaries are fading

Customer experience is the next competitive battleground

The way customers consume informationand communicate has changed

BANKING & CAPITAL MARKETSApril 8, 2023 | 3

Vertical communication

Multi-lateral communication

Before

Current

Many banks are invested in customers, few are engaged...


Interested Invested Committed Engaged Embedded

Market LeadersLaggards

2011

2009Customer

Experience Management

Perc

en

tage o

f O

rganiz

ati

ons

acr

oss

Matu

rity

Levels

Top Bank in the US hired 12 resources justto mine twitter

Invested or Engaged?


It’s a Journey, Not a Project !!!

Technology spaghetti


• There are 250 + Well known Social Sites• 800+ Social Listening Technology

Products• 100+ Analytics Tools• 200+ Digital Marketing tools• 80 + Technology Products focused on

customer experience and many more…

POSES HIGH RISK OF FAILURE

IT’S COMPLEX

&

Improve Net

Promoter Score 50+

360 Degree Customer

InsightIncrease leads

up to 3 times/customer

Enhance customer

lifetime value Multichannel

Business Enablement

Finer targeting through Digital

Marketing offering

Reduce call volumes by

30% by using our self service

solutions

Reduce cost of servicing using our integrated

response management

offering

Reduce support cost by

building a comprehensive

knowledge repository

10 Fold profitable product

recommendations

Bring innovation in products and services by social idea

management

Co-create customer

experience by building a

social business


It’s a complex ecosystem, with many opportunities

The mantra of co-creation


RESPONDExecute tactical & strategic projects

ANALYZEPerform analysis &

make decisions

LISTENMonitor & build

intelligence

PLANWhat do you want

to achieve?

MphasiS


Ireland

UK

Poland

Germany

Netherlands

Belgium

Switzerland

France

China

India

Japan

Sri Lanka

Singapore

Australia

New Zealand

Pondicherry

Noida (Delhi)

Ahmadabad

Raipur

ChennaiMangalore Bangalore

PuneMumbai

Delivery FootprintClient Footprint

India Center (BPO)

Global Service Center (ITO & APPS)

Training Academy

USA

Canada

Vadodara Indore

•Revenue FY 2011 – $1,116 million

•38,000+ Professionals

•545 Clients

•Deliver Applications, BPO and IT Infrastructure Management Services

© 2012 MphasiS

The information contained herein is subjected to change without

notice.

Thank You

Don Morrison SVP of Banking and Capital Markets

MU