Adding SPICE to Internet Banking

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Adding SPICE to Internet Banking"

Transcription

1 Adding SPICE to Internet Banking - Kiran Kalmadi, Sukhna Dang, Rajat Gurnani Abstract Most of the internet banks today provide services and features which can largely be termed as standardized in nature. One of the key differentiators lies in providing a richer customer experience. To deliver best-in-class online customer experience, banks are embracing various ways, like- enhancements to online portal (primarily customization & personalization), creating micro-sites, using social media tools and engaging customers through online chats, customer surveys & demo s on their websites. To achieve this objective, banks can adopt the SPICE framework i.e., go Social, make it Personal and be Interactive for enhanced Customer Experience (SPICE). Adopting this framework will help banks to engage with the customers better, understand their preferences, market new products & services, enhance the brand image and improve the customer service.

2 SPICE framework Internet banking is mainstream and is here to stay. Today, majority of the banks have joined the internet banking bandwagon. With the adoption of internet banking on the rise, it s highly imperative for banks to differentiate themselves. Online customer experience can be a key differentiator, which can help a bank to differentiate itself. By providing a best-in-class online experience, banks can effectively engage its customers. Customers today are not satisfied with mere static web sites- an uninspiring web experience can be a real dampener for customers. Customers today are looking for online banking experiences which are more engaging (social), personalized and interactive. Banks who are looking to retain their existing customers and attract the next generation of customers needs to deliver a richer online customer experience. To deliver the next level of online customer experiences, banks should adopt strategies that leverage the 3 key elements of the SPICE framework (Refer Figure 1). The first element of the framework Social emphasizes that banks should integrate social media into their online banking and in their website. For instance, bank s blogs, wikis and twitter should be integrated to the bank s website and should be an integral part of online banking. Go Social The second element of the framework Personalization, recommends banks to go personal, in order to maintain the personal touch even in an online environment. Servicing customers based on customer preferences will lead to enhanced online customer experience as customers get content relevant to them. The third element of the framework Interactive, is important for banks as customers are always looking for immediate help or answers. By offering interactive services, banks can augment the online banking experience of their customers. Make it Personal Be Interactive Customer Experience Figure 1 - SPICE Framework To have a strong foundation for richer customer experience, it s highly recommended for banks to adopt the SPICE framework (Social, Personalization and Interactive). In the subsequent sections, we have provided detail explanation of each of the elements of this framework and also substantiated the framework by presenting a real-time example. Go Social With the growth in the usage of social media, banks have started to provide the same experience on their internet banking websites. Today banks are embracing social networking sites (Facebook, LinkedIn), blogging sites (WordPress) micro blogging sites (Twitter) etc., not only to provide a rich customer experience; but also to improve customer service, develop products, enhance the brand image and market products & services. Banks harness the power of social media tools through the following: Creating their own online communities Providing online tools to customers Availability of content online Gaining insights from social media activity 2 Infosys

3 Creating their own online communities Banks create their own online communities on social media platforms, to ensure a platform, where both existing and potential consumers can make enquiries, interact with one another and discuss about the current offerings and new products and services and also provide their views (likes/dislikes) etc. For example Wells Fargo has created a fan Page on Facebook. This complements the online presence on wellsfargo.com and provides an additional way for individuals to interact with others. Individuals with their own personal Facebook account can become a fan of Wells Fargo to receive investing news, insights, information on new products and services etc. Providing online tools to customers Banks are offering various services like personal financial management (PFM), collaborative banking etc., through various online tools (widgets). Customers prefer using personal financial management tools through banking web sites over the independent PFM third party providers due to security concerns. For example; Wells Fargo has launched My Money Map, a free interactive online tool designed to help customers manage their finances and financial future. The bank has also posted a video about one of its new tool on YouTube to reach customers effectively. Availability of content online Social media is attractive, not because of the fruitful discussions rather content available online is of utmost importance. Hence, traditional campaign materials are being turned into online friendly versions. Banks upload videos, provide information about product launches, and advertise on forums like You Tube, Vimeo etc. They also use interactive multimedia like flip pages, links etc which are easily transferable among customers. For example - Fidelity Investments launched Be the Green Line video contest on You Tube, the contest links with Fidelity s advertising campaign, which features the tagline Turn Here and a prominent green line that underscores the firm s ability to help investors navigate all stages of life with financial guidance and appropriate investment options. Gaining insights from social media activity To understand the user preferences and provide better customer service, banks use social media analytics tools that enable them to capitalize on the stream of data and information available. The underlying objective in all the above cases is to attract new customers and increase loyalty for better customer engagement. The results are obvious, social media has redefined the customer experience model. Make it personal To facilitate next generation online customer experience, one of the key elements available to banks is personalization. Gone are the days of one-product fits all, today banks are moving towards give customers what they want. Banks are targeting to offer customers more personalized online services and also are allowing customers to customize their offerings. Personalization helps banks to tailor the content or web experience in accordance to each individual customer s interests and choices. As a result of providing personalized content, customers spend more time on the banks website, return more frequently and are also inclined to use the internet banking services much often. This provides additional opportunities to the bank for cross-sell, thereby growing their wallet share. Personalization can be done, based on the information shared by customers, or as observed by the system, based on customer interaction, or pushed by the banks to the customer, who may belong to a particular category of customer (for instance, all retirees may receive information about pension plans). Infosys 3

4 The major types of personalization available to banks can be broadly classified as: Explicit personalization Here, customer makes the choice and sees relevant content everytime he visits the website, based on the requirements or choice he has made Gives the customer explicit user control as the customer makes the choice For instance, BBVA through its Tú Cuentas next-generation online portal lets customers design their own personal experience, so that they can view information and functionality based on their choice. Using widgets, end users can customize their layout as well. Implicit personalization Here, banks monitors customers interests, based on the user behavior - as they navigage a website and provide the appropriate content For instance, today most banks have personalized home pages - which greet a customer by their name, furnishes summary of accounts and promotes marketing offers that are relevant to customers Banks offer different type of personalization services to their customers. Few of the prominent personalization services provided are: personalization of login home page, account alerts, event reminders, personalized marketing offers, personalized banners, e-statement options, quick links, secure , personalized pre-approved loans, etc., Banks stand to reap a host of benefits by taking the personalization route. Few of the benefits are: Loyal customers Better personalized services which are tuned to the customers preferences, customers would remain more loyal with the banks Benefits of personalization Increased trust Offering what the customer personally needs will increase the trust More selling opportunities By targeting personalized products/services to customers, banks get more opportunities to cross sell or up-sell their services Competitive differentiator Engaging customers based on their preferences will be a key competitive differentiator for banks Providing personalized services or offering customized products to online customers helps banks to build customer intimacy. By personalizing websites, banks can offer its online customers a persuasive experience that differentiates itself from any other internet banking websites. 4 Infosys

5 Be interactive To provide a richer online banking experience, banks have been focusing on providing interactive features and capabilities to its customers. The customers too want to conduct all their banking transactions via internet banking websites, which not only includes checking balances or transferring funds but, interacting with personal advisors and watching videos for gaining more information on specific products and services provided by the bank. This consumer behavior highlights the need for instant solutions and the convenience of banking anywhere anytime. Currently, banks are embracing Web 2.0 technologies social applications, podcasts, widgets and mashups. Web 2.0 applications enable banks and their customers to interact with each other in a personalized manner. The current focus of the banks is to engage the customers through interactive applications and the underlying objectives are to: Provide immediate answers Reduce cost Provide offline and new products online Provide another service channel instead of the customer visiting the branch Provide convenience to customers Cross-sell products Educate customers through videos and web conferences Understand the user preferences of the customers and customize products based on such preferences With the help of Web 2.0, banks provide a variety of Interactive services which include: a. Live chat It allows customers to interact with relationship managers for all their financial queries. This helps in increased conversions of existing and potential customers, leading to more completed applications and start of new relationships. Banks like, Bank of America and National City; have significantly increased their sales volume because of live chat feature on their banking websites b. Online TV services Banks deploy online TV services to share information about financial and business events so as to continuously engage with their customers. As a case in point, 1st Mariner Bank has placed a video version of its annual report and often uploads interviews and viewpoints of its finance officers on YouTube c. Service requests Through the bank s internet website, customers can change/generate passwords, apply for new products and services, order a new cheque book, add/modify their communication address, track their service requests, etc., This not only helps in saving cost to the bank (if a customer visits a branch) but also results in saving time and providing convenience to the customer d. Online appointment reservation With the help of this service, the customers can book their appointments at the branch well in advance e. ATM and branch locators Most of the banks today, display information like ATM locators, branch locators using google maps and satellite tracking along with details like branch opening information on their internet banking websites. For example, HSBC provides an interactive branch locator based on google maps technology f. Social computing - Banks are also leveraging the Web 2.0 features to continuously track changing online customer behavior patterns and are leveraging social communities like Facebook, Orkut, Digg etc, along with micro blogging websites like Twitter and other social forums. For example, Wells Fargo launched Stagecoach Island, an online virtual world, in which the users can connect with their friends and at the same time learn to manage money g. Webcasts and podcasts sessions are being used by banks to share important information h. Online banking Widgets Essential widgets like calendar and calculator are provided with the option of adding more interactive widgets based on the preferences of the customers i. Search toolbar Banks provide a search option so that if the customers are not able to find a particular product, service or need more information, searching through keywords will help them in finding the information efficiently Infosys 5

6 Putting the framework into practice Almost all the leading banks of the world today constantly endeavor to provide the best of the internet banking features for creating a rich online customer experience. Standard Chartered Bank has launched a consumer online banking platform Breeze, targeted towards the next generation customers. Standard Chartered s Breeze is a rich online banking, easy to use platform; that embraces Web 2.0 applications and helps its customers to view, transfer and manage money. Standard Chartered Breeze uses plain and simple language in its entire online banking platform. In this section, we have used our SPICE framework to map the internet banking features introduced by Standard Chartered Bank in creating the next generation customer experience. Go Social To reach out to the Next Gen population, the Breeze platform uses social networks like Facebook and Twitter to have conversations and listen to their customers Breeze also has a presence on YouTube, which is used by the bank to provide product demos/information about the platforms and it also allows customers to provide inputs and feedback on the videos Standard Chartered s Breeze, recruited many interns with the help of social media tools (Blogs, Youtube, Twitter etc.) Standard Chartered Breeze allows personalization of accounts by assigning names and choosing visual icons and colours for all accounts Make it Personal Breeze offers handy Wish List function, that helps customers to plan for those activities that they wish to save for. In addition, it also provides a Rainy Day feature that helps customers to prepare financially for any emergencies that may arise in future Breeze allows customers the option to view and check their transactions in a list format, using the List tool. It allows users to set reminders to alert them for any action that they need to take. In fact, Breeze allows customers to set reminders even for actions which may not be relevant to the bank account Be Interactive Breeze provides a mailbox which helps the customer to send across questions to the customer service officer in case of any assistance It also provides calendar tool that makes available information on transactions, for any accounts, displayed in the form of a week or a month Breeze helps customers to locate the nearest Branch and ATMs, which form part of their network The Standard Chartered Bank s Breeze platform has created a buzz among the next generation customers. Customers view it as a comprehensive banking platform that enables customers to personalize how they see, move and manage their money with incredible ease. 6 Infosys

7 Conclusion Conclusion Banks have been investing in their internet banking capabilities to augment the online experience of their customers. In fact, their investments are reaping benefits in terms of increased customer migration and retention, cost savings, process improvements, etc. With the help of SPICE framework, the banks can understand the preferences of their customers proactively, customize and market products based on such preferences and also provide another service delivery channel. To conclude, with the increase in broadband penetration, technological advances and changing financial needs and preferences of the next generation, the banks will continue their efforts in creating a great online branch experience for their customers. About the Authors Kiran Kalmadi Kiran is a Lead Consultant in the Financial Services and Insurance (FSI) unit and leads the FSI Research Center. He has around twelve years experience in bespoke research and analysis for strategy development, consulting, marketing and business development. Kiran has worked extensively in the retail banking and payments domain and has been involved in developing research-based consultative insights and analysis for business pursuits and client engagement. He has a keen interest in Social Media, Payments, Analytics, Internet, and Mobile Banking and its adoption by banks He can be reached at Sukhna Dang Sukhna is a Senior Consultant with the Financial Services and Insurance Group at Infosys. She has more than five years of experience in financial services. Her areas of expertise are strategic consulting, business research & analysis and business development. She has keen interest in retail banking, online banking and social media. She can be reached at Rajat Gurnani Rajat is a Senior Consultant with the Financial Services and Insurance Group at Infosys. He has more than five years of work experience in business analysis, research and domain consulting. His areas of expertise include branch and contact center banking, personal financial management and analytics. He can be reached at Infosys 7

8 About Infosys Many of the world's most successful organizations rely on Infosys to deliver measurable business value. Infosys provides business consulting, technology, engineering and outsourcing services to help clients in over 30 countries build tomorrow's enterprise. For more information, contact Infosys Limited, Bangalore, India. Infosys believes the information in this publication is accurate as of its publication date; such information is subject to change without notice. Infosys acknowledges the proprietary rights of the trademarks and product names of other companies mentioned in this document.

Digital Marketing Capabilities

Digital Marketing Capabilities Digital Marketing Capabilities Version : 1.0 Date : 17-Apr-2015 Company Framework Focus on ROI 2 Introduction SPACECOS is a leading IT services and marketing solutions provider. We provide the winning

More information

SOCIAL MEDIA. About Infosys. The Rise of Social Media in Financial Services Balancing Risk and Reward

SOCIAL MEDIA. About Infosys. The Rise of Social Media in Financial Services Balancing Risk and Reward The Rise of Social Media in Financial Services Balancing Risk and Reward SOCIAL MEDIA About Infosys Many of the world s most successful organizations rely on Infosys to deliver measurable business value.

More information

Driving Multi-channel Commerce

Driving Multi-channel Commerce Driving Multi-channel Commerce Business Overview Online shopping is being redefined. Not only are voluble customers making their presence known across ecommerce sites, but these digital consumers are also

More information

DEVELOPING A SOCIAL MEDIA STRATEGY

DEVELOPING A SOCIAL MEDIA STRATEGY DEVELOPING A SOCIAL MEDIA STRATEGY Creating a social media strategy for your business 2 April 2012 Version 1.0 Contents Contents 2 Introduction 3 Skill Level 3 Video Tutorials 3 Getting Started with Social

More information

White Paper. Social Media for Wealth Managers. - Swaran Kumar Patnaik. Abstract. www.infosys.com

White Paper. Social Media for Wealth Managers. - Swaran Kumar Patnaik. Abstract. www.infosys.com White Paper Social Media for Wealth Managers - Swaran Kumar Patnaik Abstract Today, social media is becoming a popular way of interacting with customers while at the same time improving the firm s brand

More information

I N D U S T R Y T R E N D S & R E S E A R C H R E P O R T S F O R I N D U S T R I A L M A R K E T E R S. Social Media Use in the Industrial Sector

I N D U S T R Y T R E N D S & R E S E A R C H R E P O R T S F O R I N D U S T R I A L M A R K E T E R S. Social Media Use in the Industrial Sector I N D U S T R Y T R E N D S & R E S E A R C H R E P O R T S F O R I N D U S T R I A L M A R K E T E R S Social Media Use in the Industrial Sector Contents Executive Summary...3 An Introduction to Social

More information

Manu Marketing. Boutique marketing services. Web Development & SEO Social Media Marketing Video Production Mobile Applications

Manu Marketing. Boutique marketing services. Web Development & SEO Social Media Marketing Video Production Mobile Applications Boutique marketing services List of services To stay competitive in today s market you need a website that will work for your business to keep your audience informed and connected to your message. Manu

More information

Online Retail Banking Customer Experience: The Road Ahead

Online Retail Banking Customer Experience: The Road Ahead Universal Banking Solution System Integration Consulting Business Process Outsourcing Customer experience is a key differentiator in banking In recent years, customer experience has caught the imagination

More information

IBM Customer Experience Suite and Predictive Analytics

IBM Customer Experience Suite and Predictive Analytics IBM Customer Experience Suite and Predictive Analytics Introduction to the IBM Customer Experience Suite In order to help customers meet their exceptional web experience goals in the most efficient and

More information

Customer intelligence: Part I Why banks are turning to analytics?

Customer intelligence: Part I Why banks are turning to analytics? Customer intelligence: Part I Why banks are turning to analytics? Thought Paper www.infosys.com/finacle Universal Banking Solution Systems Integration Consulting Business Process Outsourcing Customer Intelligence:

More information

MULTI CHANNEL CUSTOMERS EXPERIENCE IN RETAIL BANKING. Presented by: Kalidas Ghose, Director of Retail Banking Division, VP Bank

MULTI CHANNEL CUSTOMERS EXPERIENCE IN RETAIL BANKING. Presented by: Kalidas Ghose, Director of Retail Banking Division, VP Bank MULTI CHANNEL CUSTOMERS EXPERIENCE IN RETAIL BANKING Presented by: Kalidas Ghose, Director of Retail Banking Division, VP Bank Customers are not loyal to the brand They are loyal to the service 2 Factors

More information

See how social media listening and engagement can help your business

See how social media listening and engagement can help your business See how social media listening and engagement can help your business In a socially connected world, engagement with your customers can happen anywhere or anytime. Microsoft Social Engagement puts powerful

More information

WHITE PAPER. Precision marketing for financial institutions Hit the bulls-eye with predictive analytics. Abstract

WHITE PAPER. Precision marketing for financial institutions Hit the bulls-eye with predictive analytics. Abstract WHITE PAPER Precision marketing for financial institutions Hit the bulls-eye with predictive analytics Abstract With retail banks realizing the value of adopting a targeted (or precision) marketing approach,

More information

Taking Social Media Public: Social Media for Successful Citizen Relationship Management

Taking Social Media Public: Social Media for Successful Citizen Relationship Management IBM Global Business Services White Paper Public Sector Consulting Taking Social Media Public: Social Media for Successful Citizen Relationship Management By Tish Falco, Social Media Center of Excellence

More information

Using a Multichannel Strategy to Deliver an Exceptional Customer Experience

Using a Multichannel Strategy to Deliver an Exceptional Customer Experience Using a Multichannel Strategy to Deliver an Exceptional Customer Experience 10 things to consider when building a multichannel strategy to improve the customer experience Jesús Hoyos CRM industry analyst,

More information

Elevate Customer Experience and Engagement in the New Digital World

Elevate Customer Experience and Engagement in the New Digital World Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,

More information

10 Steps to a Multichannel Strategy and an Exceptional Customer Experience

10 Steps to a Multichannel Strategy and an Exceptional Customer Experience 10 Steps to a Multichannel Strategy and an Exceptional Customer Experience Jesús Hoyos CRM industry analyst and advisor Brad Herrington Principal Solutions Architect Interactive Intelligence, Inc. Contents

More information

Digital Advertising and Accelerated Customer Service Strategies

Digital Advertising and Accelerated Customer Service Strategies perspective Digital Advertising and Accelerated Customer Service Strategies Karthik Ramachandran, Madhula Sathyamoorthy Abstract Digital advertising is an essential component of organizations marketing

More information

Social Business Intelligence For Retail Industry

Social Business Intelligence For Retail Industry Actionable Social Intelligence SOCIAL BUSINESS INTELLIGENCE FOR RETAIL INDUSTRY Leverage Voice of Customers, Competitors, and Competitor s Customers to Drive ROI Abstract Conversations on social media

More information

STUDY. Rethinking Retail. Insights from consumers and retailers into an omni-channel shopping experience

STUDY. Rethinking Retail. Insights from consumers and retailers into an omni-channel shopping experience STUDY Rethinking Retail Insights from consumers and retailers into an omni-channel shopping experience The growth and maturity of digital channels have steadily increased the expectations of the consumers,

More information

Product. Virtual Branch Expand Your Delivery Channels With Seamless Online Banking Tools

Product. Virtual Branch Expand Your Delivery Channels With Seamless Online Banking Tools Product Virtual Branch Expand Your Delivery Channels With Seamless Online Banking Tools Product Integration. Seamless display. Technology for today and tomorrow. Virtual Branch from Fiserv brings you

More information

Grow Your Business wi w t i h a a Mobil i e l A p A p

Grow Your Business wi w t i h a a Mobil i e l A p A p Grow Your Business with a Mobile App About Us» WizzApps.com is one of the leading Mobile App and Website Development Company that is powering small businesses around the world on daily bases.» We create

More information

Why you need social media for your business

Why you need social media for your business Why you need social media for your business by About Mapplinks Mapplinks Digital Pvt Ltd is a full service digital agency currently based in Bangalore. We have served clients from over 20+ industries,

More information

NOUS CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING INFOSYSTEMS LEVERAGING INTELLECT

NOUS CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING INFOSYSTEMS LEVERAGING INTELLECT NOUS INFOSYSTEMS LEVERAGING INTELLECT CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING Abstract Understanding the customer experience is the key in today s highly competitive and changing banking industry.

More information

Amplify Conversations to Convert Prospects to Customers. B2B Event Marketing Tactics Workbook

Amplify Conversations to Convert Prospects to Customers. B2B Event Marketing Tactics Workbook Amplify Conversations to Convert Prospects to Customers B2B Event Marketing Tactics Workbook In this part-guide, part-workbook, get to know the tactics of B2B event marketing and how to make it work for

More information

From Brick to Click: E-Commerce Trends in Industrial Manufacturing

From Brick to Click: E-Commerce Trends in Industrial Manufacturing Cognizant White Paper From Brick to Click: E-Commerce Trends in Industrial Manufacturing The Internet s large-scale global penetration has spawned an increasingly large number of technology- and Web-savvy

More information

Get results with modern, personalized digital experiences

Get results with modern, personalized digital experiences Brochure HP TeamSite What s new in TeamSite? The latest release of TeamSite (TeamSite 8) brings significant enhancements in usability and performance: Modern graphical interface: Rely on an easy and intuitive

More information

oneforty. Social Media KPIs and You: A Love Story Janet Aronica Directory, Marketing & Community oneforty

oneforty. Social Media KPIs and You: A Love Story Janet Aronica Directory, Marketing & Community oneforty oneforty. Social Media KPIs and You: A Love Story Janet Aronica Directory, Marketing & Community oneforty Social Media KPIs and You: A Love Story Establishing a social media measurement plan is a crucial

More information

White Paper. Exceeding the Mobile Adoption Benchmark: Effective Strategies for Driving Greater Adoption and Usage

White Paper. Exceeding the Mobile Adoption Benchmark: Effective Strategies for Driving Greater Adoption and Usage White Paper Exceeding the Mobile Adoption Benchmark: Effective Strategies for Driving Greater Adoption and Usage The majority of financial institutions have yet to maximize adoption of mobile banking and

More information

Testing the Social-Mobile-Analytics-Cloud Pack: The Way Forward

Testing the Social-Mobile-Analytics-Cloud Pack: The Way Forward Viewpoint the Social-Mobile-Analytics-Cloud Pack: The Way Forward The whole is greater than the sum of its parts - Aristotle This paper highlights the need for an integrated testing approach for Social-Mobile-Analytics-Cloud

More information

Leveraging unstructured data for improved decision making: A retail banking perspective

Leveraging unstructured data for improved decision making: A retail banking perspective View Point Leveraging unstructured data for improved decision making: A retail banking perspective - Sowmya Ramachandran and Kalyan Malladi Overview Up until now, despite possessing a large stash of structured

More information

THE TOP 10 BEST PRACTICES YOU NEED TO KNOW

THE TOP 10 BEST PRACTICES YOU NEED TO KNOW THE TOP 10 BEST PRACTICES YOU NEED TO KNOW Registered Representatives of a Broker-Dealer and employees of Registered Investment Advisors are subject to their firm s policies. INTRODUCTION From social media

More information

THE EFFECTIVENESS OF USING SOCIAL NETWORKING TECHNOLOGY FOR MARKETING IN SOUTH AFRICA

THE EFFECTIVENESS OF USING SOCIAL NETWORKING TECHNOLOGY FOR MARKETING IN SOUTH AFRICA THE EFFECTIVENESS OF USING SOCIAL NETWORKING TECHNOLOGY FOR MARKETING IN SOUTH AFRICA Shaheen Khan Anis Mahomed Karodia Abstract The purpose of this article is to investigate and understand the effectiveness

More information

SEM for successful campaign management

SEM for successful campaign management White paper SEM for successful campaign management Abstract In an era where digital marketing has taken precedence over conventional marketing methods, it becomes imperative for businesses to focus on

More information

Knowledge Driven Approach to Better Customer Service Experience

Knowledge Driven Approach to Better Customer Service Experience Knowledge Driven Approach to Better Customer Service Experience The digital economy has changed the way businesses deliver customer service. Linear models have become obsolete and there is a pressing need

More information

Digitally Disrupted to Digital Disruptor

Digitally Disrupted to Digital Disruptor Digitally Disrupted to Digital Disruptor Disrupt your enterprise (before someone else does...) Per Uno Österman Managing Director Analytics Nordics mobile +46 73 0513695 per.osterman@accenture.com Digital

More information

Today s Presentation

Today s Presentation Today s Presentation Lesson 1. What's the big deal?- Understand how your prospective student customer communicates- The digital native Lesson 2. Internet marketing- Improve your organisations website Lesson

More information

Customer Experience Management

Customer Experience Management Customer Experience Management Best Practices for Voice of the Customer (VoC) Programmes Jörg Höhner Senior Vice President Global Head of Automotive SPA Future Thinking The Evolution of Customer Satisfaction

More information

Why Digital Marketing?

Why Digital Marketing? Why Digital Marketing? Why Digital Marketing is Important? One of the biggest advantages of having a digital presence is the ease of access you offer consumers. Websites can work wonders for businesses

More information

Social Media Management

Social Media Management Social Media Management Stand out from the crowd from just 250.00 per month How can social media increase sales? Provide One-to-One Contact Social media can help create relationships between customers

More information

Solution Brief. Infosys Virtual Banker. A Unified Communications Solution. Abstract

Solution Brief. Infosys Virtual Banker. A Unified Communications Solution. Abstract Solution Brief Infosys Virtual Banker A Unified Communications Solution Abstract Have you ever been to a bank branch or office hoping to get answers to your questions only to be told that someone will

More information

MANAGING EVOLVING CUSTOMER EXPECTATIONS. Chinmaya Joshi Pre Sales Manager, Retail Banking. Break through.

MANAGING EVOLVING CUSTOMER EXPECTATIONS. Chinmaya Joshi Pre Sales Manager, Retail Banking. Break through. MANAGING EVOLVING CUSTOMER EXPECTATIONS Chinmaya Joshi Pre Sales Manager, Retail Banking Break through. Table of contents 01 Operational Customer Management 02 Bank Readiness Report 03 04 How SunGard Can

More information

Social Networking and the Future of CRM

Social Networking and the Future of CRM Social Networking and the Future of CRM Ed Thompson Notes accompany this presentation. Please select Notes Page view. These materials can be reproduced only with written approval from Gartner. Such approvals

More information

BEST PRACTICES, Social Media. Project Summary Paragraph Please provide a summary of your project, program or practice in 150 words or less.

BEST PRACTICES, Social Media. Project Summary Paragraph Please provide a summary of your project, program or practice in 150 words or less. 2013 COMMUNITY EXCELLENCE AWARDS Category Worksheet BEST PRACTICES, Social Media Name of Local Government: City of Surrey Project Summary Paragraph Please provide a summary of your project, program or

More information

PERFORMANCE DIGITAL PLATFORMS

PERFORMANCE DIGITAL PLATFORMS 1 PERFORMANCE DIGITAL PLATFORMS www.tneniaga.com DISCOVERY & CONSULTANCY 2 Viable opportunities Cool facts 18m 88% Facebook users in Malaysia People use the internet as part of their daily routine 79%

More information

BeeSocial. Create A Buzz About Your Business. Social Media Marketing. Bee Social Marketing is part of Genacom, Inc. www.genacom.

BeeSocial. Create A Buzz About Your Business. Social Media Marketing. Bee Social Marketing is part of Genacom, Inc. www.genacom. BeeSocial M A R K E T I N G Create A Buzz About Your Business Social Media Marketing Bee Social Marketing is part of Genacom, Inc. www.genacom.com What is Social Media Marketing? Social Media Marketing

More information

Digital Marketing. Simplified. www.infosys.com/brandedge

Digital Marketing. Simplified. www.infosys.com/brandedge Digital Marketing. Simplified. www.infosys.com/brandedge DIGITAL MARKETING PAIN POINTS Infosys research indicates that there are numerous barriers to effective management of digital marketing campaigns,

More information

Inspire, engage and connect with your audience

Inspire, engage and connect with your audience Inspire, engage and connect with your audience MobileEvent is a branded and scalable mobile solution that gives you everything you need to drive participation and build lasting relationships at your events

More information

Social media importance in Businesses

Social media importance in Businesses Social media importance in Businesses Social media networks were a novelty 5 years ago, but today their importance is no longer debated. Yes, businesses have definitely realized the power of social media

More information

Digital Strategy. Gerd von Podewils, Senior Vice President Global Communication Paris, November 19, 2014

Digital Strategy. Gerd von Podewils, Senior Vice President Global Communication Paris, November 19, 2014 Investor Day 2014 Digital Strategy Gerd von Podewils, Senior Vice President Global Communication Paris, November 19, 2014 HUGO BOSS 19-Nov-14 2 Agenda Change in consumer expectations Omni channel business

More information

New Solutions New Opportunities

New Solutions New Opportunities New Solutions New Opportunities What is Penton Marketing Services Penton Marketing Services offers a full range of content solutions, digital services and lead nurturing and qualifying services that leverage

More information

Social Media Marketing. Hours 45

Social Media Marketing. Hours 45 Social Media Marketing Related Certificate Course ID Audience Social Media Marketing Social Media Marketing Intermediate Hours 45 Overview: Social media remains an evolving aspect of our daily lives in

More information

INTERACTIVE SERVICES CAPABILITIES PRESENTATION

INTERACTIVE SERVICES CAPABILITIES PRESENTATION Title here INTERACTIVE SERVICES CAPABILITIES PRESENTATION 1 There is no Community, without Communication. There is no Society, without Social Interaction. We are thought leaders in the interactive space,

More information

FIS Active Analytics Suite. Delivering Segmentation-driven Digital Marketing, Merchant Offers

FIS Active Analytics Suite. Delivering Segmentation-driven Digital Marketing, Merchant Offers FIS Active Analytics Suite Delivering Segmentation-driven Digital Marketing, Merchant Offers Price Optimization and Risk Management Performance Analysis The FIS Active Analytics Suite helps financial institutions

More information

WHITEPAPER. An ECM Journey. Abstract

WHITEPAPER. An ECM Journey. Abstract WHITEPAPER An ECM Journey Abstract Over the last few years, Enterprise Content Management (ECM) has evolved multifold. This paper describes the past, current and future state of ECM, and talks about the

More information

SOCIAL MEDIA. About Infosys. The Rise of Social Media in Financial Services Balancing Risk and Reward

SOCIAL MEDIA. About Infosys. The Rise of Social Media in Financial Services Balancing Risk and Reward The Rise of Social Media in Financial Services Balancing Risk and Reward SOCIAL MEDIA About Infosys Many of the world s most successful organizations rely on Infosys to deliver measurable business value.

More information

Target Marketing 102 What s Next?

Target Marketing 102 What s Next? Target Marketing 102 What s Next? What your customers say about you matters 14 % of people trust ads 78% of people trust consumer recommendations Source: Neilson Global Trust in advertising survey, 2007

More information

DELIVERS PEACE OF MIND

DELIVERS PEACE OF MIND DELIVERS PEACE OF MIND PRODUCT FLYER ACI ebill ELEVATE CONSUMER ENGAGEMENT BY 30% 1 LOWER DOCUMENT DELIVERY COSTS BY 50% 1 REDUCE CUSTOMER SERVICE CALLS BY UP TO 10% 1 To profitably grow their business,

More information

The Social Media Manual for the Utility Industry - Guidelines & Best Practices

The Social Media Manual for the Utility Industry - Guidelines & Best Practices BEST PRACTICES GUIDELINES The Social Media Manual for the Utility Industry - Guidelines & Best Practices Rachit Chawla, Consultant Solutions, WNS Global Services It happens to be the number 1 activity

More information

WHITE PAPER. CRM Evolved. Introducing the Era of Intelligent Engagement

WHITE PAPER. CRM Evolved. Introducing the Era of Intelligent Engagement WHITE PAPER CRM Evolved Introducing the Era of Intelligent Engagement November 2015 CRM Evolved Introduction Digital Transformation, a key focus of successful organizations, proves itself a business imperative,

More information

Social Business Analytics

Social Business Analytics IBM Software Business Analytics Social Analytics Social Business Analytics Gaining business value from social media 2 Social Business Analytics Contents 2 Overview 3 Analytics as a competitive advantage

More information

FUTURE OF DIGITAL MEDIA CONTENT

FUTURE OF DIGITAL MEDIA CONTENT WHITE PAPER FUTURE OF DIGITAL MEDIA CONTENT Authors: Sudhakar Kamalakar Practice Head, Enterprise Collaboration Aspire Systems Rupak Jana Enterprise Collaboration Consultant Aspire Systems 1 The digital

More information

Developing a social media strategy. The Road Ahead

Developing a social media strategy. The Road Ahead Developing a social media strategy The Road Ahead The world has changed New Economy Thinking GREEN Global Citizenship Dependency on Technology Proliferation of media choices 2 Your company has changed

More information

Deploying Insights from Online Banking Analytics in Incremental Innovation

Deploying Insights from Online Banking Analytics in Incremental Innovation Universal Banking Solution System Integration Consulting Business Process Outsourcing The relevance of online analytics to banking In its 2010 report on the state of online banking in the United States,

More information

White paper. Time to get a Digital Financial Manager. Amol Kulkarni, Amod Rode, Rajat Gurnani

White paper. Time to get a Digital Financial Manager. Amol Kulkarni, Amod Rode, Rajat Gurnani White paper Time to get a Digital Financial Manager Amol Kulkarni, Amod Rode, Rajat Gurnani Overview Irresistible deals and discounts offered by retailers and manufacturers all through the year make it

More information

Jobvite Hire: High Tech. The innovative recruiting solution that fuels your innovation. information@jobvite.com. Follow Jobvite:

Jobvite Hire: High Tech. The innovative recruiting solution that fuels your innovation. information@jobvite.com. Follow Jobvite: Jobvite Hire: High Tech The innovative recruiting solution that fuels your innovation. Few industries today are as hot as high tech and few are as dynamic and competitive. The pace of technology growth

More information

Website Design Worksheet Form

Website Design Worksheet Form Website Design Worksheet Form COMPANY INFORMATION Company: Date: Contact Name: e-mail: Address: City: St: Zip: Work Phone: Fax: Cell Phone: Category: Small Business Large Business Public Interest Non-Profit

More information

Paid, Earned and Owned Media

Paid, Earned and Owned Media Paid, Earned and Owned Media 3 Types of Branded Media in a Smart Marketing Mix: Paid, Owned And Earned Mixing Paid, Owned, and Earned Media to Grow Your Business Combining paid media, owned media, and

More information

SEO, Search Engine and Online Reputation Management

SEO, Search Engine and Online Reputation Management SEO, Search Engine and Online Reputation Management Presented By: Kathleen Dorsey, Founder & CEO, Global Results & Inner Circle Member 1-800-408-0093 x 210 kdorsey@globalseoresults.com Today s Topics Overview

More information

Join the Mobile Marketing Revolution...it is HERE! Your customer has gone mobile, have you?

Join the Mobile Marketing Revolution...it is HERE! Your customer has gone mobile, have you? Join the Mobile Marketing Revolution...it is HERE! Your customer has gone mobile, have you? 23 Most Popular Features 1. Around Us Feature An Around Us Feature is a great way to display relevant locations

More information

Digital marketing strategy: embracing new technologies to broaden participation

Digital marketing strategy: embracing new technologies to broaden participation Communications and engagement strategy Appendix 1 Digital marketing strategy: embracing new technologies to broaden participation NHS Northumberland Clinical Commissioning Group (CCG) is keen to develop

More information

Paul Mosenson, Founder of NuSpark Marketing

Paul Mosenson, Founder of NuSpark Marketing Paul Mosenson, Founder of NuSpark Marketing For sales and business development people to find and nurture prospects through social media For marketing people to support the sales efforts by providing content,

More information

Customer intelligence: Part II Layered analytics An integrated approach

Customer intelligence: Part II Layered analytics An integrated approach Customer intelligence: Part II Layered analytics An integrated approach www.infosys.com/finacle Universal Banking Solution Systems Integration Consulting Business Process Outsourcing Customer intelligence:

More information

Image Area. View Point. Video For Financial Institutions - from novelty to necessity. www.infosys.com

Image Area. View Point. Video For Financial Institutions - from novelty to necessity. www.infosys.com Image Area View Point Video For Financial Institutions - from novelty to necessity www.infosys.com Video for financial institutions from novelty to necessity Visualize a situation where a customer goes

More information

5 tips to engage your customers with event-based marketing

5 tips to engage your customers with event-based marketing IBM Software Thought Leadership White Paper IBM ExperienceOne 5 tips to engage your customers with event-based marketing Take advantage of moments that matter with in-depth insight into customer behavior

More information

Whitepaper Video Marketing for Healthcare Professionals

Whitepaper Video Marketing for Healthcare Professionals How Healthcare professionals can use online video to engage & help their patients There s been a large shift in the need for healthcare branding including doctors, physicians and other practitioners all

More information

Chameleon i. Bespoke Websites. Starting From 3500.00 + VAT 50.00 per month connectivity module*

Chameleon i. Bespoke Websites. Starting From 3500.00 + VAT 50.00 per month connectivity module* Starting From 3500.00 + VAT We understand the visual impact of your website is crucial to your organisations brand and the perception of your users. Bespoke Website Design Our team will work closely with

More information

Taking Social Media Beyond The Buzz: Measuring The Effectiveness Of Social Media Brand Building

Taking Social Media Beyond The Buzz: Measuring The Effectiveness Of Social Media Brand Building Taking Social Media Beyond The Buzz: Measuring The Effectiveness Of Social Media Brand Building Taking Social Media Beyond the Buzz: Measuring the Effectiveness of Social Media for Brand Building Background

More information

Social Media for Business and Professional Use. An Introduction to Queens Library s Presence on Today s Most Popular Online Communities

Social Media for Business and Professional Use. An Introduction to Queens Library s Presence on Today s Most Popular Online Communities Social Media for Business and Professional Use An Introduction to Queens Library s Presence on Today s Most Popular Online Communities Why Should My Company Care About Social Media? It s a global phenomenon:

More information

Content Marketing in the UK: 2013 Benchmarks, Budgets, and Trends

Content Marketing in the UK: 2013 Benchmarks, Budgets, and Trends Content Marketing in the UK: 2013 Benchmarks, Budgets, and Trends OVERVIEW: THE STATE OF CONTENT MARKETING IN THE UK Hello Marketers! Welcome to Content Marketing in the UK: 2013 Benchmarks, Budgets, and

More information

Five Strategies to Build a Successful Email Marketing Campaign

Five Strategies to Build a Successful Email Marketing Campaign Five Strategies to Build a Successful Email Marketing Campaign David Daniels, CEO & Co-Founder - The Relevancy Group, LLC Christopher Nash, Senior Business Optimization Consultant Sitecore Reminders for

More information

TABLE OF CONTENTS. Introduction: 3. Finding #1: Organizations are currently using a wide variety of contact channels to interact with customers 5

TABLE OF CONTENTS. Introduction: 3. Finding #1: Organizations are currently using a wide variety of contact channels to interact with customers 5 TABLE OF CONTENTS Introduction: 3 Finding #1: Organizations are currently using a wide variety of contact channels to interact with customers 5 Finding #2: Most organizations do not believe their current

More information

The Right Media for The New Reality

The Right Media for The New Reality The Right Media for The New Reality What Is New Media? What Is Media? Definition: Media Possible Definitions Communication Channel Marketing Message (Marshall McLuhan, 1964, massage ) Marketing media are

More information

Voice. listen, understand and respond. enherent. wish, choice, or opinion. openly or formally expressed. May 2010. - Merriam Webster. www.enherent.

Voice. listen, understand and respond. enherent. wish, choice, or opinion. openly or formally expressed. May 2010. - Merriam Webster. www.enherent. Voice wish, choice, or opinion openly or formally expressed - Merriam Webster listen, understand and respond May 2010 2010 Corp. All rights reserved. www..com Overwhelming Dialog Consumers are leading

More information

INTRODUCTION TO THE LEADING EVENT MOBILE APP PLATFORM A PRODUCT OF

INTRODUCTION TO THE LEADING EVENT MOBILE APP PLATFORM A PRODUCT OF INTRODUCTION TO THE LEADING EVENT MOBILE APP PLATFORM A PRODUCT OF Is the Mobile Revolution here? Yes. There are now over 1.4 billion smartphone users on the planet in North America 1 in 7 people around

More information

White paper. Focus on value added services by network companies a paradigm shift. Rahul Kaushal, Ramakant Mittal

White paper. Focus on value added services by network companies a paradigm shift. Rahul Kaushal, Ramakant Mittal White paper Focus on value added services by network companies a paradigm shift Rahul Kaushal, Ramakant Mittal Introduction Network association is the most critical player in the payment card industry.

More information

Leveraging the web to sell and serve enterpr customers in the postal industry. Point of view

Leveraging the web to sell and serve enterpr customers in the postal industry. Point of view Leveraging the web to sell and serve enterpr rise customers in the postal industry Point of view January, 2010 Content 1. How key postal players web sites and portals compare 2. Food for thought from postal

More information

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved.

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved. Creating Great Service Experiences How Modern Customer Service Works Copyright 2014 Oracle Corporation. All Rights Reserved. Delivering Modern Customer Service The world of business is changing fast. Technology

More information

Cloudessa AAA and Captive Portal Cloud Service

Cloudessa AAA and Captive Portal Cloud Service Cloudessa AAA and Captive Portal Cloud Service Key Advantages Cloudessa AAA and Captive Portal Cloud Service makes it easy for any merchant, venue, institution, or organization to provide on-site WiFi

More information

ON24 Webinar Benchmarks Report

ON24 Webinar Benchmarks Report ON24 BENCHMARK REPORT TABLE OF CONTENTS ON24 Webinar Benchmarks Report 2013 EDITION THE ON24 BRAND 2 THE NEW ON24 BLUE 2 THE ON24 LOGO 2 THE ON24 BRAND 2 THE ON24 BRAND 2 THE ON24 BRAND 2 THE ON24 BRAND

More information

How much does this all cost?

How much does this all cost? Welcome Introduction Online marketing is growing at an exponential rate where thousands of websites, blogs, videos, tweets and posts are created and distributed every single day. A digital strategy that

More information

experts in your field Get the profile: Managing your online reputation A Progressive Recruitment career guide Managing your online reputation

experts in your field Get the profile: Managing your online reputation A Progressive Recruitment career guide Managing your online reputation experts in your field Get the profile: A Progressive Recruitment career guide Contents Introduction... 2 Why you need an online reputation... 3 Monitoring your online reputation... 3 How to protect your

More information

Intelligent Contact Management with. Flexible cloud services from VoltDelta. Contact centre Self service Customer insight

Intelligent Contact Management with. Flexible cloud services from VoltDelta. Contact centre Self service Customer insight R Intelligent Contact Management with Flexible cloud services from VoltDelta >> >> >> Contact centre Self service Customer insight Contact centre out of the cloud Intelligently manage every contact channel

More information

5 Social Shopping Trends Shaping the Future of Ecommerce. May 26, 2010

5 Social Shopping Trends Shaping the Future of Ecommerce. May 26, 2010 5 Social Shopping Trends Shaping the Future of Ecommerce May 26, 2010 Lauren Freedman, President, the e-tailing group, Inc. Pehr Luedtke, CEO, PowerReviews, Inc. The Voice of Cross-Channel Merchandising

More information

WHITE PAPER Turning Insight Into Action. The Journey to Social Media Intelligence

WHITE PAPER Turning Insight Into Action. The Journey to Social Media Intelligence WHITE PAPER Turning Insight Into Action The Journey to Social Media Intelligence Turning Insight Into Action The Journey to Social Media Intelligence From Data to Decisions Social media generates an enormous

More information

45 Ways to Grow Your Business with Transcribed Content

45 Ways to Grow Your Business with Transcribed Content 45 Ways to Grow Your Business with Transcribed Content You work hard to create your audio and video content, but did you know that there is something very simple you can do to help maximize your content

More information

White paper. CRM with Big Data

White paper. CRM with Big Data White paper CRM with Big Data Big data is one of the latest buzzwords in the technology lexicon. The potential, reach and impact of big data technologies is the subject of much debate, and the hero in

More information

BankWorld Mobile App. Today s solution for tomorrow s self-service bank. Your challenges have a BankWorld solution

BankWorld Mobile App. Today s solution for tomorrow s self-service bank. Your challenges have a BankWorld solution BankWorld Mobile App Today s solution for tomorrow s self-service bank Mobile banking has become the fastest growing banking channel ever and customer adoption continues to rise as people increasingly

More information

What the Financial & Insurance Industries Can Learn from Retailers

What the Financial & Insurance Industries Can Learn from Retailers What the Financial & Insurance Industries Can Learn from Retailers 1 Retailers have long understood that personalization is a strong business driver that helps them market to their customers with more

More information

DIGITAL SMEs: OPPORTUNITIES FOR CSPs PROVIDING SOCIAL, MOBILE, ANALYTICS AND CLOUD SERVICES

DIGITAL SMEs: OPPORTUNITIES FOR CSPs PROVIDING SOCIAL, MOBILE, ANALYTICS AND CLOUD SERVICES RESEARCH STRATEGY REPORT DIGITAL SMEs: OPPORTUNITIES FOR CSPs PROVIDING SOCIAL, MOBILE, ANALYTICS AND CLOUD SERVICES CHRIS NICOLL and SANDRA O BOYLE Analysys Mason Limited 2015 analysysmason.com About

More information