Strategic Initiative: Board-Level Commitment to Customer Experience
Following a Board-level decision to strategically improve customer experience, the CX team of a large pan-African bank held discovery sessions with Nathan Claire’s performance engineers to articulate a strategy and design solutions that will give the team 360⁰ visibility into an average daily volume of 500,000 customer journeys on Internet Banking, Mobile Banking and a chatbot.
Instrumentation: Building Full-Spectrum Visibility
First, Nathan Claire’s metrologists developed instruments to acquire a 360⁰ perspective into both performance and financial data. We then leverage that data for alerting, analytics, automations and predictions.
Real-Time Insight: Proactive Customer Experience Management
The bank’s CX team can see when the entire customer base, certain customer segments or specific customers are having a poor experience, and can correlate the degradation to internal or external factors such as the customers’ location, device, network, etc.
Intelligent Action: Driving Retention with Automated Responses
Furthermore, the CX team can track and reverse outcomes such as churn by executing the appropriate customer retention or engagement strategy, some of which are triggered automatically.
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