Financial Services

Case Study

Regional bank realigns for growth with a CX modernization roadmap

The client is one of the largest financial services companies in the West Indies. The client operates 100 bricks-and-mortar branches, a 400-person contact center, and rudimentary online banking channels. The client has engaged HGS Interactive not only for its CX consulting services but to provide inbound customer and branch support, outbound sales, and back-office processing support from Jamaica since 2012.

The Solution

HGS Interactive Digital provided three teams to work with the bank leaders. Over three months and several virtual workshops, these CX consultants offered the following.

Workshops and Training

HGS Interactive led cross-departmental, in-depth education sessions on the contact center of the future, the unified digital customer experience, and the advanced technologies behind these constructs.

Need Analysis

HGS Interactive used a proven, consultative framework to investigate and evaluate the current state of the bank’s contact center and IT infrastructure.

Strategy Priority Identification

HGS Interactive facilitated productive discussions to identify both bank and customer priorities and preferences.

Digital Recommendations

HGS Interactive provided recommendations to consolidate and integrate existing systems and introduce new systems to make transactions faster and more convenient.

Key Results

The year 2020 saw most in-person interactions replaced with online or virtual transactions. Finance was no exception. As bank branches locked down, customers unaccustomed to online banking were forced to use ABMs, websites, and contact center agents to complete transactions.

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