GOING BEYOND TRADITIONAL METRICS TO GET THE "WHY" OF CUSTOMER BEHAVIOR

CS-FI-Cover.jpgOne of the world’s largest financial institutions serves individual consumers, small and middle market businesses and large corporations. They are top-tier globally in terms of deposits, assets, and debit and credit cards

 

The organization wanted to understand how their customers move through a variety processes, self-service and assisted. Given the call volumes and the bank’s abiding principle of offering unmatched customer convenience, the need to discover the actual customer journeys being experienced within the interactive voice response (IVR) system was most pressing.