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Retail Banking: Branch Transaction Experience

By: Medallia

Retail Banking: Branch Transaction

As retail banking evolves, branches continue to play an important role in face-to-face interactions with customers. The nature of branch transactions, however, has moved towards more complex, advisory interactions where customers are lo... CONTINUED BELOW


  • Higher customer retention and deeper customer relationships
  • Improved rate of innovation by quickly assessing the impact of changes to branch format, staffing, and capabilities on customer experience
  • Reduced cost to serve by identifying and fixing customer service issues
  • Increased customer loyalty by identifying and routing systemic, high-value interaction issues to the right person in the organization who can take action
  • Happier, more engaged associates by using customer experience data to recognize and coach



Overview

As retail banking evolves, branches continue to play an important role in face-to-face interactions with customers. The nature of branch transactions, however, has moved towards more complex, advisory interactions where customers are looking for a human touch. To deliver great experiences it is essential that all team members understand what they can do to meet and exceed customer expectations. Retail Banking Branch Experience enables banks to understand how customers perceive branch interactions, identify and replicate innovations that create "wow" moments for customers, and gain insights into what customers are looking for from their branches. Banks get pre-built, role-specific alerts, workflows, and dashboards, including real-time performance metrics, so they can focus on growth, customer recovery, and in-the-moment services.

APP TYPE: Program
SUITE: Customer Experience
INDUSTRY: BankingFinancial Services
LANGUAGES: EnglishFrenchGermanSpanishPortugueseJapaneseItalianCustom Translations Available
WHAT'S INCLUDED: 
  • Survey template gathering feedback on key metrics of Branch transaction satisfaction, including detailed questions covering associate communication and knowledge, experience with the ATM, and the physical location itself
  • Triggering and sampling rules to prevent survey fatigue
  • Notifications to alert Area & Branch Managers of at risk customers, promoters or opportunities to deepen a banking relationship, along with-and corresponding follow-up workflows and response templates
  • Role specific reporting dashboards for Area Managers, Branch Managers and Branch Associates
  • Additional dashboards, customized to each level in the organization with reports giving visibility into team performance, product and sales metrics, and branch specific information to connect experience management to financial impact
  • Text analytics to identify themes and trends across branch transaction with the use of AI and machine learning
  • Supports import of detailed transaction information and customer segmentation from 3rd party systems for enhanced context and richer insight

Medallia

About This Provider
Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. As the No. 1 enterprise experience platform, Medallia Experience Cloud is the experience system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions, providing clear and potent returns on investment. Learn more about our values.


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