Financial Industry Case Study

How is one of the world's largest financial institutions leveraging CEA?

One of the world's largest financial institutions serves individual consumers, small and middle market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk-management products and services. They are top-tier globally in terms of deposits, assets and debit and credit cards, serving millions of consumers and businesses, guided by a corporate mission to provide unmatched customer convenience.

A very active customer base generates over 1.3 billion calls per year handled by self-and assisted-service channels. A corporate strategic goal was to raise customer satisfaction and delight combined with a key tactical goal to improve self-service automation rates and experience. The organization wanted to understand how their customers actually move through a variety of self and assisted processes. Most pressing was a desire to discover the paths and actual customer experiences within the interactive voice response (IVR) system, given the call volumes and the bank's abiding principle of offering customer convenience.