E-BOOK
Pain Point Prioritization: Turning Financial Services Data into Decision-Making
The Next Chapter in the Story of Understanding and Transforming Banking and Financial Services CX
The banking and financial services industry loves data—and churns it out at an undeniably impressive rate. But their voice of the customer (VOC) programs can quickly become overwhelming when it comes to using that data to pinpoint issues.
Over the past 20 years, banks have been ramping up investments in VOC platforms—creating end-to-end listening programs that collect feedback from customers across a multitude of journeys. But, they often operate in silos, addressing pain points only when they occur in multiple channels. They’re rarely equipped to fix every problem at once.
To begin unraveling what a mass of data really means and what to do to fix negative experiences—as well as prevent further ones—customer pain point prioritization is the next stop on the CX transformation journey.
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By continually determining what issues are most important to customers—as well as financial impacts to the business itself—only then can financial institutions move the needle from just insight collection to real, measurable business improvements.
Key Takeaways
In this e-book, we cover three steps that banks can take to turn their customer data into an actionable strategy. Download it for the full how-to on turning your financial service data into decision-making, including:
- How to leverage information that has already been collected
- Common types of customer data and what they mean
- How to create a go-forward plan for addressing customer pain points
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