INMOMENT：2023亞太地區金融服務體驗趨勢報告（英文版）（38頁）.pdf

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1、/23APACAPAC Financial Services Experience Trends ReportHow Retail Banks&Other Institutions Can Revive Customer Loyalty&Expand Market Share This Year2023/INMOMENT TRENDS REPORTCOPYRIGHT 2023 INMOMENT,INC.ALL RIGHTS RESERVED.PG#03What Makes This Financial Services Experience Trends Report Different?PG

2、#05A Closer Look at Our DataPG#08An Overview of the Financial Services Trends You Need to KnowPG#11Trend#1:Customers Want More Than Basic Digital ExperiencesPG#15Trend#2:Customers Expect You to Support Their Financial FreedomPG#20Trend#3:Yesterdays Experience Assumptions Wont Drive SuccessPG#29How Y

3、ou Can Take ActionAt the beginning of each new year,its a given that you will have multiple consumer trends reports in your feed,inbox,and ads.But we can promise you,this report is unlike any youve seen beforeit was designed to inform your customer loyalty and acquisition strategies more than any re

4、port ever has.INTRO2023/PAGE|2SECTION 1What Makes This FinServ Experience Trends Report Different?2023/PAGE|3At the beginning of each new year,its a given that you will have multiple consumer trends reports in your feed,inbox,and ads.But we can promise you,this report is unlike any youve seen before

5、it was designed to inform your customer loyalty and acquisition strategies more than any report ever has.The unspoken truth is that most consumer trend reports arent keeping up with your customers and members.Why?Because they are largely based on survey findings alone.However,only a fraction of your

6、 consumer voice can be heard via surveys.And because finance is such a personal subject,banks and wealth advisors know that they cant afford not to have a 360-degree view of the customer experience.And today,the vast majority of the insights you need to shape your overall business strategy are on re

7、view sites,social media,from your employees,and beyond.Thats why this Financial Services Experience Trends Report is derived from all available consumer data across multiple channels.To be more specific,we leveraged over 80,000 financial services consumer data points to access the findings youll dis

8、cover today.FINSERV CONSUMER DATASECTION 1|WHAT MAKES THIS FINSERV CONSUMER TRENDS REPORT DIFFERENT?SURVEY DATA2023/SECTION 2A Closer Look at the Data2023/PAGE|5So why does this approach make such a big difference?Because we are leveraging what we call an Integrated CX approach to consumer data,rath

9、er than just relying on a survey alone.This enables us to get a truly holistic perspective of consumer behaviour.Additionally,we are truly letting consumers identify the trends rather than merely creating a survey based on our own perception of the experiences financial services consumers desire.SEC

10、TION 2|A CLOSER LOOK AT THE DATASOCIAL SIGNALS TIKTOK,INSTAGRAM,FACEBOOK,ETC.First,we started with existing social signals about financial institution experiences from TikTok,Instagram,Facebook,Twitter,and beyond.We mined this data for topics and sentiment leveraging InMoments Spotlight solution.ONL

11、INE REVIEW SIGNALS GOOGLE REVIEWS,DIGITAL,GLASSDOOR,ETC.We then added online review data about retail banks,credit unions,and other financial services providers from Google,Glassdoor,and other sites via our Review Management solution(our integration with ReviewTrackers)into Spotlight alongside the s

12、ocial data.HISTORIC DATA 2022Next,we used Spotlight to aggregate InMoment financial services consumer data from surveys and other sources in 2022.MARKET PULSE SURVEYOnce we mined all that existing data for trends and insights,we leveraged InMoments Market Pulse to fill in the blanks,hear consumer st

13、ories,and gain more context.2023/WHAT IS INTEGRATED CX?Integrated CX is InMoments approach that helps businesses improve experiences and achieve measurable business outcomes from customer experience initiatives.INTEGRATED SIGNALS:Bringing together the voice of customers and non-customers across the

14、full customer journey from surveys,chats,reviews,calls,etc.INTEGRATED INSIGHTS:Delivering both leading innovative technology and strategic expertise to deliver ROIINTEGRATED ACTION:Eliminating the silos that exist in many companies,facilitating a coordinated,data-driven approach to prioritising acti

15、onSECTION 2|WHAT IS INTEGRATED CX?Integrated CX connects critical aspects of a successful customer experience,including:?2023/PAGE|7SECTION 3An Overview of Financial Services Trends You Need to Know2023/PAGE|08Leveraging our industry-leading analytics and the expertise of our Strategic Insights Team

16、,we examined all 80,000+data points to help you identify the make-it-or-break-it consumer demands that will influence your customer acquisition and retention plans as well as help you understand who youre selling to on a deeper level while avoiding potential experience pitfalls.SECTION 3|AN OVERVIEW

17、 OF THE FINANCIAL SERVICES CONSUMER TRENDS YOU NEED TO KNOWLETS GET INTO ITWhat Are the Need-to-Know Financial Services Consumer Trends for 2023?Please tell us more about your most recent experience.INDUSTRYBankingDigitalIn-Branch80k+DATA POINTS2023/PAGE|09HERES WHAT WE CAME AWAY WITH:Ultimately,the

18、re is one greater theme that unites these three experiences:financial services consumers want to be engaging with their banks and wealth advisorsand thats a great thing!And while in-branch experiences,online portals,and basic digital functions may be passable for some consumers,there are other,more

19、innovative strategies and experiences that will help you win and keep customers loyalty for years to come.So,for each trend that follows,we will identify the experience elements that are mere table stakes,and then unveil the strategies that will help you stand out in 2023!TREND#1 Consumers Want More

20、 Than Basic Digital ExperiencesTREND#3Yesterdays Experience Assumptions Wont Drive SuccessTREND#2Consumers Expect You to Support Their Financial FreedomSECTION 3|AN OVERVIEW OF THE FINANCIAL SERVICES CONSUMER TRENDS YOU NEED TO KNOW2023/PAGE|10SECTION 4|TREND#1Consumers Want More Than Basic Digital

21、ExperiencesT/012023/PAGE|11SECTION 4|TREND#1/CONSUMERS WANT MORE THAN BASIC DIGITAL EXPERIENCESIf we look across various industries,its safe to say that few have changed as much in the past few decades as financial services.Previous generations have done almost all of their banking and financial adv

22、ising interactions in person,often having personal relationships with their tellers or advisors that span decades.Then,the digital transformation hit,and financial institutions began providing digital experience options with online banking,mobile deposit,and the like.Compared to other industries,how

23、ever,adoption of digital strategies was slow in financial servicesup until the COVID-19 pandemic,that is.Suddenly,in-branch interactions were no longer an option,and customers were one-hundred percent reliant on the digital options available,making the digital transformation infinitely more urgent.G

24、enerationally Divided PreferencesNow that we are out of the pandemic and customers once again have the choice between in-person and digital experiences,we are seeing that while some are going back to their old habits,emerging financial services consumers are exclusively interested in digital,self-se

25、rve experiences.In fact,our research found that 1 in 3 younger customers(Millennials and Gen Z)are NOT likely to visit a bank location in person.These younger generations strongly prefer more digital capabilities.Now dont get us wrong,personal relationships and communication will still drive loyalty

26、 for older generations,but when it comes to Millennials and Gen Z,they want to be able to do things themselves while still having the ability to call in and ask questions at their discretion.A few examples of digital experiences younger consumers want to have on-demand are:Online education resources

27、 where they can expand their financial knowledge on their own timeReal-time investment tips and awarenessthey dont want to hear about an opportunity months or even weeks down the line,they want to be notified as soon as possiblePersonalised suggestions that are tailored to where they are in their fi

28、nancial journey,perhaps through an online portal or virtual advisor meeting2023/PAGE|12SECTION 4|TREND#1/PRIORITISING CYBERSECURITY&OTHER EXPECTATIONSPrioritising Cybersecurity&Other ExpectationsIts clear that in order to attract new customers,financial institutions need to broaden their digital and

29、 self-serve capabilities.But alongside that digital acceleration,financial services brands need to also focus on expand-ing their cybersecurity capabilities.This was a clear demand across our data,with 58%of financial services consumers stating that they are extremely concerned about cybersecurity.W

30、hen we dug deeper into consumer expectations,the demand for digital capabilities and increased cybersecurity were ranked in first and second place,but in third place came digital personalisation,with consumers specifically mentioning that they wanted new ways to interact with knowledgeable staff dig

31、itally.EXTREMELY CONCERNED ABOUT CYBERSECURITY/NOT AS CONCERNED ABOUT CYBERSECURITY SOMEWHAT CONCERNED ABOUT CYBERSECURITY32%58%10%58%of financial services consumers stating that they are extremely concerned about cybersecurity.FINSERV CONSUMER CONCERNS2023/PAGE|13But just as interesting as what con

32、sumers did expect from banks and other financial services brands was what they were not interested in,specifically when it comes to Millennial and Gen Z consumers:One in four Gen Z and younger millennials are not interested in pensions&retirement saving plansGen Z and Millennial consumers were 10%le

33、ss likely(compared to the beginning of 2022)to invest in cryptocurrencies due to recent declinesIts clear that your emerging consumers will change the game for financial institutions.They have different preferences and expectations from previous generations in that they want more innovative digital

34、options along their financial journeyand whether or not you earn their loyalty as customers is entirely dependent on your ability to deliver.SECTION 4|TREND#1/PRIORITISING CYBERSECURITY&OTHER EXPECTATIONS2023/PAGE|14SECTION 5|TREND#2Consumers Expect You to Support Their Financial FreedomT/022023/PAG

35、E|15SECTION 5|TREND#2/CONSUMERS EXPECT YOU TO SUPPORT THEIR FINANCIAL FREEDOMWe mentioned earlier on in our report that across our data,there was a clear sentiment from financial services consumers that they want to engage with their banks and wealth advisors regularly.They see your institutions as

36、a part of their livesand that makes sense,because finances are intensely personal.Because you have access to their finances,consumers feel like you know them and their needs.Diving into that theme,there was also a sentiment that consumers see you as a partner,and they feel that you should be helping

37、 them along their journey to financial freedom.But how can you accomplish that?This is where consumer data and your cus-tomer experience initiatives can real-ly come in handy.And were going to show you how its done with the data we collected for this trends report!Designing Experiences Around Pivota

38、l Consumer MilestonesIdeally,you should be tailoring your organisations initiatives and solutions around the pivotal moments of your stakeholders personal lives.But how do you pinpoint the moments that matter most in your customers financial journey,then design experiences to support them?One way is

39、 to create a Touchpoint Impact Map based on your customer data.A Touchpoint Impact Map is a visual representation of where each touchpoint in the customer experi-ence fits between your most loyal customers,and those who disengage with your brand.This new approach created by InMoment discards tradi-t

40、ional survey metrics used in journey mapping and instead constructs a view of key journey touchpoints pure-ly from customer comments.2023/PAGE|16For this report,we leveraged the over 80,000 data points and our advanced text analytics to unearth the moments that matter in financial services for 2023.

41、Heres what we discovered:DIGITALCHURN DRIVERSCAUTIONEXPECTATION LOYALTY DRIVERSAWARENESSINTERACTIONCARE CENTREOTHER SERVICESPHYSICALDIGITALPHYSICALDIGITALPHYSICALDIGITALPHYSICALManage Finances&DebtFinancial Advisor(Expertise)Mobile App&Digital CapabilitiesTransfer Money Across AccountsSeamless Inter

42、action with TellerReal-time Access to Solutions24/7 Call Centre SupportMobile Bugs&LimitationsFees&Higher Interest RatesLack of Dedicated ExpertiseNo Ongoing Support&ExpertiseLower Reviews&RatingsNo Digital CapabilitiesNo Ongoing Support&ExpertiseMOMENTS THAT(WILL)MATTER FOR FINANCIAL SERVICES IN 20

43、23SECTION 5|TREND#2/CONSUMERS EXPECT YOU TO SUPPORT THEIR FINANCIAL FREEDOM2023/In the above map,you can see that we split the journey into four specific stages of the buyer cycle:awareness,interaction,care centre,and other services(in a brand-level Touchpoint Impact Map,you can get more specific wi

44、th your stages to include onboarding,arrival to a branch,calling into a call centre,sitting down with an advisor,and more).We also specified digital versus physical journeys.Across these stages,you can see what is driving loyaltyand what is driving churn.And what were seeing really continues the sto

45、ry we started in the previous trend:Digital experiences are the gatekeeper to customer acquisition.Customers simply expect them.And without them,you wont even be in consideration for their businessIn their ongoing interactions with your brand,customers want to have ongoing insights into their financ

46、es,whether that be how their spending habits have changed in the past month,how they can plan to pay off debt,or how to create a savings plan.When customers call in for help,they need to be able to speak to a knowledgeable staff member.If the agent they speak to is unable to help them solve their pr

47、oblem,they might start to shop around for another financial partner.Finally,when it comes to new experiences financial services consumers want to be introduced to,financial education tools will rule the day in 2023.Its time to start building out a self-serve knowledge centre,hosting expert-led webin

48、ars and workshops,and generally building more opportunities for your customers to learn how to be financially freewith you guiding the way,of course!1234SECTION 5|TREND#2/CONSUMERS EXPECT YOU TO SUPPORT THEIR FINANCIAL FREEDOMWATCH THIS VIDEOWatch this video to see how banking giant Virgin Money lev

49、erages Touchpoint Impact Mapping to improve experiences in the moments that matter most to your customers!2023/PAGE|18TAKE ACTIONTAKE ACTIONTAKE ACTIONLayering in the Voice of the EmployeeOne of the insights we gained from the Touchpoint Impact Map was how critical your employees are to keeping exis

50、ting customers.But what do they have to say about their role in the customer experience?Leveraging the data we gathered from employee review sites and other financial services voice of employee(VoC)data,we uncovered a few common themes youll need to address this year.Here they are,as described by vo

51、ices of financial services employees:As they go from financial milestone to financial milestone,your customers need to see you as a partner in order for you to maintain their business.Be sure to meet their expectations at every touchpoint with digital experiences,staff expertise,and educational mate

52、rials.And dont forget to include your employees ideas as you plan these initiatives!Their insight could be crucial for your next big idea.“Employees are Exhaustedafter constantly advising our customers.We need more support with this growing demand.”Customer-facing employees are feeling burnt out and

53、 in need of support.Leverage your CX program to identify areas where you can encourage customers to self-serve instead of calling in.“Our performance metrics are terrible.our main job is to advise clients,but we are being asked to talk faster.”Your employees know how crucial their interactions with

54、customers are to the overall business.However,they feel that the metrics used to gauge their performance arent customer-centric.Consider adapting performance metrics to more heavily emphasise customer satisfaction over time on call or other more operational metrics.“Our tools are terrible.we advise

55、our clients to use our mobile app,but its essentially useless.I hate my job.”Your digital experiences and apps might be making your employees jobs harder if they arent optimised to encourage ease of use.Be sure to build out a digital experience strategy that helps to identify points of friction and

56、enable your digital team to take action to mend those experiences.THEME 1THEME 2THEME 3SECTION 5|TREND#2/LAYERING IN THE VOICE OF THE EMPLOYEE2023/PAGE|19SECTION 6|TREND#3Yesterdays Experience Assumptions Wont Drive SuccessT/032023/PAGE|20Looking at our insights so far,its safe to say that financial

57、 services consumers will simply not settle for the same old experiences.Even basic digital experiences like online portals,mobile deposit,and the like will not be enough to turn their heads either.With that in mind,would it surprise you to learn that our research debunked a few popular customer expe

58、rience assumptions as well?We thought not.In this section,well be busting some myths about the financial services customer experience that will change your approach.SECTION 6|TREND#3/YESTERDAYS EXPERIENCE ASSUMPTIONS WONT DRIVE SUCCESSTRUE?FALSE2023/PAGE|21FALSE.Though surveys are certainly an impor

59、tant way to get direct feedback from your customers they are by no means the only tool you should be leveraging.When we asked consumers their preferred customer feedback method,39%said they would take a survey,but online reviews are just as important with 36%of consumers saying they prefer to leave

60、feedback on a review site(a significant increase over the 27%we saw last year).SEE FIGURE 3.1So what does this mean for you?Well,it means that if you are only looking at surveys,you are missing out on the insights you could be gaining from online reviews,social media,and other signals(check out Myth

61、#2 for a clear example).FIGURE 3.1MYTH#1Surveys Are the Most Important Customer Feedback MethodSECTION 6|TREND#3/BUSTING FINANCIAL SERVICES CUSTOMER EXPERIENCE MYTHSBusting Financial Services Customer Experience MythsTFA|VIA A SURVEY/33%B|REVIEWS&RATINGS/41%C|CONTACT DIRECTLY/22%D|OTHER METHODS/04%H

62、OW CUSTOMERS WANT TO INTERACT WITH BRANDSCABD2023/PAGE|22ABSOLUTELY FALSE.Firstly,we want to clarify that we arent saying“surveys are dead.”But we absolutely have found that surveys alone are not enough to fully understand your customer and non-customer journeysyou have to bring in other signals to

63、get the context you need to take effective action.MYTH#2Surveys Are Enough to Understand&Improve the Entire Consumer JourneyTFCONTINUED ON NEXT PAGESECTION 6|TREND#3/BUSTING FINANCIAL SERVICES CUSTOMER EXPERIENCE MYTHS2023/PAGE|23LETS TAKE A LOOK AT AN EXAMPLE WE FOUND IN OUR DATA:“The staff were no

64、t attentive;no one was around to help me.”“Your staff look EXHAUSTED!No wonder everything is so slow.”“Im overworked.My manager just gives me MORE tactical work!”Starting out with a survey responseWe were then able to add in another layer of context with a consumer social signalThings are getting cl

65、earer,but what happens when we add an employee social signalSECTION 6|TREND#3/BUSTING FINANCIAL SERVICES CUSTOMER EXPERIENCE MYTHS2023/PAGE|24If we had merely looked at the survey response,our assumption would have been that the staff wasnt paying attention to the customers and that they were being

66、lazy or distracted.However,when we apply the social signals,the staff are exhausted,and they tell us in their social media posts that they are feeling overwhelmed and bogged down by tactical work,and therefore unable to provide engaging customer experiences.This is why taking an Integrated CX approa

67、ch is so important.By adding context with signals that go beyond surveys,we are left with a clearer picture of what this particular brand needs to do to improve customer experiences.MYTH#2/SURVEYS AND CUSTOMER JOURNEY(CONTINUED)SECTION 6|TREND#3/BUSTING FINANCIAL SERVICES CUSTOMER EXPERIENCE MYTHS20

68、23/PAGE|25MYTH#3Customers Are Not Likely to Leave as Theyve Been With Us for YearsTFCUSTOMERS-AT-RISK/EXTREMELY OPEN TO LEAVING/UNLIKELY TO LEAVE/SOMEWHAT OPEN TO LEAVING ABSOLUTELY FALSE.Our experts have heard quite a few banking brands say something along these lines.And in the past,the truth may

69、have held that financial services customers would be loyal to the same banks as their parents and even their grandparents.But our research found that this is a dangerous assumption for financial services brands to have.We found that 44%of financial services consumers are extremely open to leaving th

70、eir current bank or financial advisor.To make matters more severe,only 25%of consumers are unlikely to leave,meaning that 75%of your customers are open to better offers and services from your competitors(yikes)!So,what can you do?Level up your experiences leveraging the loyalty drivers weve describe

71、d in the previous two trends(plus,we have more action steps coming up that will help you do just that).44%31%25%SECTION 6|TREND#3/BUSTING FINANCIAL SERVICES CUSTOMER EXPERIENCE MYTHS2023/PAGE|26NO LONGER TRUE.At this point,weve all had this experience:youre talking with your friends about a product

72、or service youre thinking about signing up for.The next day,your Instagram feed is packed with ads about that particular product or service.Creepy?Maybe you thought so at one time,but today,not so much!In our last CX trends report before COVID-19(2019),we asked if personalisation was creepy,and we h

73、eard that 75%of respondents found personalisation to be at least somewhat creepy.MYTH#4Consumers Find It Creepy When Brands Social SignalsTF Only 18%of customers noted that social signals were“creepy”27%of customers noted concerns with privacy issues Most customers(39%)noted a more positive sentimen

74、t to social signalsREACTIONS TO PERSONALISED DIGITAL EXPERIENCESToday,only 18%of consumers consider personalisation to be creepy,a decrease of 57%in just three years!CONTINUED ON NEXT PAGESECTION 6|TREND#3/BUSTING FINANCIAL SERVICES CUSTOMER EXPERIENCE MYTHS2023/PAGE|27Adding emphasis to this change

75、 in consumer behaviour is the fact that 39%of consumers actually feel positively about personalised ads and the like.So what does this mean for financial services brands?Dont be afraid to leverage social signals to personalised digital experiences!Theres no need to be concerned about consumers feeli

76、ng creeped outin fact,theyre more likely to appreciate your efforts.MYTH#4/CREEPY PERSONALISED EXPERIENCES(CONTINUED)EMPHASISING NEW CONSUMER BEHAVIOUR39%of consumers actually feel positively about personalised adsSECTION 6|TREND#3/BUSTING FINANCIAL SERVICES CUSTOMER EXPERIENCE MYTHS2023/PAGE|28SECT

77、ION 7NOW YOU KNOW WHATS NEXTHeres How to Take Action2023/PAGE|29Listening and analysing to gain insights is only half of the battle when it comes to business strategyyour success truly hinges on your ability to take action based on your understanding.Thats why our experts have taken the insights fro

78、m this Financial Services Experience Trends Report and put together three action steps you can take today to capitalise on your learnings!Weve also taken it one step further by adding stories from our clients who are blazing the trail in retail banking and wealth advising.Its obvious from the trends

79、 that surveys alone cant give you the depth of understanding you need to make decisions about strategy for digital banking,online portals,education programs,and beyond.They might give you a gateway into consumer perception,but surveys alone cant deliver the why behind your customer experience.So,wha

80、t do you need to do?You need to start listening to new signals,you need a customer experience platform that is capable of mining data from all those STEP#1:Enable New Consumer Signals in Your CX Programsignals,and that can consolidate it all into one platform.Not only that,but your platform needs th

81、e analytics to turn that data into actionable insights that can be shared across your organisation with customisable reports.If youre thinking that sounds like a CX unicorn,we get it.But a solution that powerful is anything but fantasy.The InMoment XI Platform is capable of doing all of that and mor

82、e.Check out the graphic below to see how the XI Platform handles the end-to-end CX program.13SECTION 7|STEP#1/ENABLE NEW CONSUMER SIGNALS IN YOUR CX PROGRAM2023/PAGE|30With the XI Platform,you are able to collect data from every consumer signal imaginable,from the contact centre,to survey data,to so

83、cial media and review site data.With this 360-picture of your voice of customer,youll gain additional context that makes the difference between an assumption and a true insight(revisit our example here).STEP#1:ENABLE NEW CONSUMER SIGNALS IN YOUR CX PROGRAM(CONTINUED)SECTION 7|STEP#1/ENABLE NEW CONSU

84、MER SIGNALS IN YOUR CX PROGRAMSOCIAL SIGNALS Stakeholder Acquisition,Adoption&MoreTARGETED SURVEYS Pain point&Business Question FocusedREVIEW DATA Stakeholder Advocacy,Retention/Churn&MoreINTERNAL DATA Segmentation&Persona DefinitionsOTHER DATA“Fill In The Gap”;Targeted Responses&MoreCONVERSATIONS C

85、ontact Centre Transcriptions,Commu-nity-Panels&MoreINDIRECT FEEDBACKDIRECT&OTHER FEEDBACKSTRATEGIC SERVICES 50+Years Insights Expertise,Consultation,Modeling,etc.OUR AI-DRIVEN XI PLATFORM Text Analytics,Reporting,Real-Time Alerting2023/PAGE|31In this trend report,we really dove into what will drive

86、new customers to do business with you as well as what will drive existing customers to do more business with you in 2023.But where do you go from here?Well,weve created this sharable chart breaking down those purchase drivers so you can refer back to them during strategy sessions and beyond:STEP#2:S

87、hare&Align with the New Drivers of PurchaseBut printing this chart out or saving it to your desktop wont enact any change.These insights(as well as any insights you gain from your CX program)are only valuable if you share them with the people in your organisation who can take action.23SECTION 7|STEP

88、#2/SHARE&ALIGN WITH THE NEW DRIVERS OF PURCHASE2023/PAGE|32This is where a cross-functional CX governance group comes in handy.If you havent already,we highly recommend creating a cross-functional group where you can meet and share relevant insights with organisation leaders.Not only will this enabl

89、e you to showcase your learnings,but its an opportunity to tailor those learnings to leaders and show them exactly what they have to gain by getting involved in your CX program.If youre thinking,“Another meeting?My schedule is already packed,”no worries!You can also leverage custom reports to share

90、relevant insights with your marketing,product,HR,and other teams via InMoments Field Reporting.STEP#2:SHARE&ALIGN WITH THE NEW DRIVERS OF PURCHASE(CONTINUED)SECTION 7|STEP#2/SHARE&ALIGN WITH THE NEW DRIVERS OF PURCHASEWith Field Reporting,CX program managers can empower team members who dont have“CX

91、”in their titles with customised reports that pertain directly to their everyday jobs.Leveraging its self-serve capabilities,you can create tables of aggregated or response-level data to build visualisations and dashboards that meet your specific business requirements.In other words,you can create q

92、uick,easy-to-understand reports to keep your stakeholders in the loop.2023/PAGE|33SECTION 7|CUSTOMER STORYCUSTOMER STORYChevron Federal Credit Union Embraces a Listen,Learn,and Deliver Mentality for Cross-Functional CX SupportInMoment customer Chevron Federal Credit Union was looking to revive its 8

93、0-year-old CX program,and one of the first things it did(even before choosing a vendor)was to establish a Member Experience Committee Team that would meet monthly and include representatives from each line of business.The committee became critical to the success of the program going forward because

94、it created a forum to review member feedback,identify systemic problems that had never existed,and ensure that all issues were being properly addressed through feedback.The Combine data from different sources into unified intelligencePresent real-time customer intelligence through 28 customised dash

95、boards Close the loop by integrating CX data with Salesforce case managementMember Experience Committee Team was also designed to create a distinct customer-centric culture across the organisation and to align on insights.With these cross-functional meetings and its CX platform,Chevron FCU was able

96、to:YOU CAN READ THE FULL STORY HERE!2023/PAGE|34SECTION 7|HERES HOW TO TAKE ACTION2023/PAGE|35Well be frank:the ability to sign into an online portal to check a balance or make a payment is not a“wow”-worthy digital experience for todays customers.They simply expect more digital options from you,and

97、 while thats a challenge,it also means there has never been a better time to be bold with your current strategies!Throughout this report,weve made it clear that your customers want you to help them along their journey to financial wellness and freedom.That means implementing new online and in-branch

98、 opportunities to learn and plan for their future.And once youve introduced these new options,you can leverage your CX program to gauge consumer response.InMoments Data Exploration is a search-based text analytics tool that provides a quick and easy way for you to sort through feedback to identify t

99、rends,anomalies,and spiking topics across multiple data sources.STEP#3:Focus on Experiences That Increase Financial WellnessWith Data Exploration,you can search consumer feedback to understand how people are responding to new hybrid offerings like digital try on,product scan-ning in store,personalis

100、ed recommenda-tions,and more!That way,you can adapt new features,fix any bugs,and make your new experiences a success.33SECTION 7|STEP#3/FOCUS ON SUPPLYING TRULY INNOVATIVE FINANCIAL WELLNESS2023/PAGE|36Youre now armed with whats to come in 2023.So what are you waiting for?Its time to take action by

101、 enabling new customer signals,sharing your findings,and focusing your efforts on innovative experiences.Unsure if your existing CX vendor can help you do that?We would be happy to talk to you about how InMoments XI Platform and team of experts are exclusively positioned to take you to the next leve

102、l and get you these insights year round!You can reach out to us directly at or via the chat on our website.In the meantime,check out the XI Platform Brochure to learn about how InMoments Integrated CX approach and three part solution(data,technology,and expertise)can help you to stay ahead of the tr

103、ends and make success-driving business decisions.SECTION 7|HOW TO TAKE ACTIONDont Just Follow the Trends.Be the Financial Services Institution Who Starts the Trends with InMoment.RP-02450-02-AP|COPYRIGHT 2023 INMOMENT,INC2023/PAGE|37About InMomentImproving experiences is why InMoment exists.Our miss

104、ion is to help our clients improve experiences at the intersection of valuewhere customer,employee,and business needs come together.The heart of what we do is connect our clients with what matters most through a unique combination of data,technology,and human expertise.With our hyper-modern technolo

105、gy platform,decades of domain authority,and global teams of experts,we uniquely deliver a focus on Experience Improvement(XI)to help our clients own the moments that matter.Take a moment and learn more at .TO DEMO A PRODUCT OR TO CONTACT US CALL:Or email us at AUSTRALIA+61(2)8397 8131NEW ZEALAND+64(9)884 8500SINGAPORE+65 699 7280RP-02450-04-AP|COPYRIGHT 2023 INMOMENT,INC2023/PAGE|38