Customer Journey Management for Banking and Wealth Management
Customer Journey Management for Banking and Wealth Management
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BENEFITS
Harness the power of customer journey management to accelerate digital transformation, deepen relationships and increase client satisfaction
Boost customer acquisition
Optimize omnichannel banking and investment experiences to accelerate growth
Expand Share of Wallet
Monitor and act on client behavior in real time to maximize account value and improve cross-sell
Improve Retention
Uncover and improve poor experiences that lead to attrition, so you can retain your best clients
Reduce cost to serve
Find and remove roadblocks that frustrate clients and increase costs
BENEFITS
Harness the power of customer journey management to accelerate digital transformation, deepen relationships and increase client satisfaction
Boost customer acquisition
Optimize omnichannel banking and investment experiences to accelerate growth
Expand Share of Wallet
Monitor and act on client behavior in real time to maximize account value and improve cross-sell
Improve Retention
Uncover and improve poor experiences that lead to attrition, so you can retain your best clients
Reduce cost to serve
Find and remove roadblocks that frustrate clients and increase costs
Journeys are the Key to a Frictionless Customer Experience in Banking
Your client’s relationship with your bank is formed by her experience on the journeys she takes to achieve her personal financial goals. From onboarding and bill payments to account maintenance and money transfers, customer journeys aren’t confined to a single product or touchpoint.
It’s no longer enough to analyze individual interactions within specific lines of business like credit cards, lending and investments. The world’s largest banks rely on Pointillist to optimize omnichannel journeys by measuring journey performance, identifying underperforming journeys and prioritizing them for improvement.
“Excellent client experience means connecting the firm end to end and getting every single person to understand how the work they do impacts the experience.”
CHIEF CLIENT OFFICER
TOP 5 U.S. BANK
“We’ve found banks increasingly finding success with “at scale” transformation efforts. These efforts define the bank as a series of customer journeys that can be reimagined and applied across functions and the organization as a whole.”
SENIOR PARTNER
McKINSEY & COMPANY
Ensure Digital Transformation Programs Increase Client Satisfaction
Customers most often leave their bank because they are unhappy with their current experience. Yet most financial institutions track interactions rather than journeys, so they are unable to make the connection between a poor exchange and overall satisfaction. To remain competitive, banks need to create digital experiences that improve financial health, anticipate future needs and exceed expectations.
From the adoption of contactless payments to digitizing mortgage applications, digital innovation is accelerating across the banking industry. Leading firms use Pointillist to harness the power of customer journeys to speed transactions, improve experiences and ultimately increase client satisfaction.
Ensure Digital Transformation Programs Increase Client Satisfaction
Customers most often leave their bank because they are unhappy with their current experience. Yet most financial institutions track interactions rather than journeys, so they are unable to make the connection between a poor exchange and overall satisfaction. To remain competitive, banks need to create digital experiences that improve financial health, anticipate future needs and exceed expectations.
From the adoption of contactless payments to digitizing mortgage applications, digital innovation is accelerating across the banking industry. Leading firms use Pointillist to harness the power of customer journeys to speed transactions, improve experiences and ultimately increase client satisfaction.
“We’ve found banks increasingly finding success with “at scale” transformation efforts. These efforts define the bank as a series of customer journeys that can be reimagined and applied across functions and the organization as a whole.”
SENIOR PARTNER
McKINSEY & COMPANY
Increase Trust, Boost Loyalty and Expand Wallet Share
Client experience is highly correlated with share of wallet. Whether your customer is applying for an auto loan or resolving a bill payment issue, delivering a seamless experience across products and channels drives loyalty and increases share of wallet. By fostering a positive customer experience, you are more likely to differentiate your institution and build loyalty.
Leading banks and wealth management firms deliver personalized insights to help clients understand the state of their finances and make better financial decisions. They rely on Pointillist to improve retention and increase share of wallet by monitoring client behavior across channels and engaging with each client in real time within the context of their unique financial journey.
“With the use of analytics and AI, we should be able to not only help chart [our client’s] course to reduce debt, but as they make decisions along the journey, help them see in real time what the impact would be on their plan.”
CHIEF INNOVATION OFFICER
TOP 3 U.S. BANK
