Customer Journey Analytics in Banking

Banking customers have very high expectations when it comes to customer service. They want to be known and well cared for in whichever channel or sequence of channels they choose to pursue a financial goal. And yet, financial institutions face challenges with identifying customer tasks within customer journeys due to siloed channel interaction data and legacy systems. This paper will explore these challenges and how to overcome them with customer journey analytics. Using ClearScape Analytics™, financial institutions can sequence customer channel interactions at scale to evaluate the effectiveness and efficiency of the bank's service delivery process, enabling them radically increase customer satisfaction and engagement.