Ebook
Optimise customer experience while reducing risk and cost. A guide for
FSI organisations.
Optimise customer experience while reducing risk and cost. A guide for FSI organisations.
See how our platform can help you break down silos, centralise data, and create automated, integrated workflows that make frictionless experiences possible.
We help you enrich interactions across every customer touchpoint by centralising, analysing, and sharing data captured across all contact centre channels.
- Gather customer feedback across channels in near real-time to understand sentiment and satisfaction
- Understand drivers of long and repeat calls to understand which ones needs to be reduced, using automation to head off issues before they escalate
- Provide agents with a full view of a customer's history and preferences, enabling them to personalise interactions
- Benchmark agent skills and apply AI-powered coaching tools to tailor training recommendations
Create experiences that propel your business forward
Create experiences that propel your business forward
Elevate your customer and employee journeys with Qualtrics AI-powered XM platform. Get instant clarity into every touchpoint—so you can design exceptional experiences, pinpoint root causes, and take swift action to boost satisfaction, engagement, loyalty, and retention. We partner with firms across the financial services landscape to turn insights into real business impact. Discover how Experience Management can set you apart and drive results that matter.
Experience management isn’t just a feel-good initiative—it’s a proven driver of real, measurable growth in financial services.
Whether you’re driving cross-sell through digital or working to increase the productivity of your advisors, capturing customer and employee insights in real-time allows you to quickly address pain points, refine product offerings, and build loyalty through more personalized interactions. Every streamlined process and resolved issue fuels cross-sell opportunities, retention, and brand advocacy.
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Real-time omnichannel feedback can help meaningfully reduce operating costs for financial institutions.
Signal from experience management programs help pinpoint areas of friction - which tends to drive operational expense. Doing this in real-time can help quickly spot and resolve issues at scale, delivering a better experience to customers and employees alike. This proactive approach minimises the escalation of issues and helps improve customer satisfaction across channels.
Finally, omnichannel insights can help streamline and optimise contact center operations through:
(a) Using the insights to improve digital channels and deflect simple inquiries away from contact centers
(b) Improving average handle times and first call resolution
(c) Delivering data-rich, targeted, and actionable training to your front line contact center teams
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Real-time omnichannel experience management provides financial institutions with an integrated view of customer interactions, enabling early detection and prompt resolution of potential compliance breaches. By capturing feedback and complaints across all channels, organisations can more effectively respond to regulatory obligations, facilitate transparent reporting, and minimise the risk of penalties.
Furthermore, robust analytics and monitoring tools help assess adherence to quality standards and script protocols, ensuring consistent messaging and proper service delivery. This comprehensive approach enhances both compliance readiness and reputational resilience.
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Using Qualtrics we were able to create an incredible employee experience. If we were just basing our decision making on benchmarking and anecdotal feedback, we wouldn't have got it right.
David Landman
Managing Director, Global Head of Talent Assessment
Goldman Sachs
