Retail banking is changing rapidly: Customer touches shift from traditional brick and mortar branch visits to digital channels, and self-service channels are on the rise and need to be established. Customers expect a consistent brand and service experience across all channels. Implementing a pro-active and anticipatory management of customer expectation and experience is key to success.
Consolidate your business decisions on a strategic level with Predictive Intelligence that shows what will happen, why and what the best option is. Optimize your business on a micro-level through Predactions – automated micro-decisions derived from accurate predictions that ensure optimal outcomes of your business processes.
Two to three weeks after the fixes, we saw that the password recovery success rate went up by almost 50 percent and password related complaint verbatim volume declined significantly.
We then deployed the engineering fixes with the help of a cross functional team and again used text analytics to monitor the improvements made, evidenced by any significant drop in customer complaint volume.
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