CLIENT JOURNEY & EXPERIENCE

CLIENT JOURNEY & EXPERIENCE

This pillar uncovers the strength of banks who value the customer who are affluent customers, and emerging high-net-worth customers. In this Customer Satisfaction pillar, we are not simply looking for digital deployment and execution but for other qualitative aspects as well.

Available Categories for 2018 are:

CLIENT SERVICING & ENGAGEMENT


The Customer Experience Award aims to identify winning entrants by utilizing the following criteria which includes whether the company has excellent strategies, roadmaps and indicators for ‘high touch’ customer engagement, whether there is a streamlined and systematic approach to key onboarding steps which detail how customers interact with the team, and if there is effective communication within the organization to coordinate onboarding activities across channels.

  • Streamlined Process – there is a systematic approach to key onboarding steps which detail how customers interact with the team, are trained to use a new product and are tracked for downloads and activation. Are there metrics to measure customers’ engagement through indicators for adoption and usage and what is the balance between using technology and the customer-facing process?
  • Satisfaction – the alignment between agent/client experience and the ongoing monitoring of satisfaction level. How do you know your customers are happy or unhappy, and what’s the next step?
  • Engagement – your strategies, roadmaps, and indicators for ‘high-touch’ customer engagement and your knowledge of customer behavior and attitudes for service mapping
  • Process – your level of service and process mapping, including your people, cross-functional communication, and a measurement component to increase customer loyalty
  • Technology – how is technology being used to enhance client insights, for instance, the usage of big data, AI, or data warehousing to optimize the client experience and journey?
  • Business Results – your process and strategies have given you proven results such as better financial returns, client retention, and a bigger share of the clients’ wallet (client relationships), and the company internal metrics presents a clear understanding of the expectations and goals of the customer-facing program, delivered market-leading products and services to increased revenue
  • Advocacy – those of your strategies that create a more positive brand attitude that shows in your NPS or other metrics
  • Appendices   a video link, screen captures, photos, etc.

In less than 2,000 words, please explain to the judges why you should win this award based on the above criteria.

 

CLIENT DIGITAL EXPERIENCE

This award goes to the company that uses digital as a means to an impeccable client experience strategy. While digital customer experience is only a subset of the entire customer experience, it is an important one as more customers are judging companies’ capabilities by their digital offerings and interfaces with computers, tablets, and smartphones. Customers use them for product searches, locating the nearest support center, or making a purchase for the first time and judge whether to do business with a company based on their initial digital encounter.

In the submission, please tell the jurors your major touchpoints, your omnichannel support, how you track and tie all interactions across all channels, and how you communicate and engage with clients and build loyalty.

In less than 2,500 words, please explain to the judges why your client digital experience are suitable to receive the award, in line with the above criteria. 

Very importantly, please show the judges screen captures of your applications, and information for downloading and testing your apps.

  • Appendices   a video link, screen captures, photos, etc.

In less than 2,000 words, please explain to the judges why you should win this award based on the above criteria.