1、/23Financial Services Consumer Trends ReportHow Retail Banks,Credit Unions,&Other Institutions Can Revive Customer Loyalty&Expand Market Share This Year2023/INMOMENT TRENDS REPORTCOPYRIGHT 2023 INMOMENT,INC.ALL RIGHTS RESERVED.PG#03What Makes This Financial Services Consumer Trends Report Different?

2、PG#05A Closer Look at Our DataPG#08An Overview of the Financial Services Consumer Trends You Need to KnowPG#11Trend#1:Consumers Want More Than Basic Digital ExperiencesPG#15Trend#2:Consumers Expect You to Support Their Financial FreedomPG#20Trend#3:Yesterdays Experience Assumptions Wont Drive Succes

3、sPG#29How You Can Take ActionAt the beginning of each new year,its a given that you will have multiple consumer trends reports in your feed,inbox,and ads.But we can promise you,this report is unlike any youve seen beforeit was designed to inform your customer loyalty and acquisition strategies more

4、than any report ever has.INTRO2023/PAGE|2SECTION 1What Makes This FinServ Consumer Trends Report Different?2023/PAGE|3The unspoken truth is that most consumer trend reports arent keeping up with your customers and members.Why?Because they are largely based on survey findings alone.However,only a fra

5、ction of your consumer voice can be heard via surveys.And because finance is such a personal subject,banks,credit unions,and wealth advisors know that they cant afford not to have a 360-degree view of the customer experience.And today,the vast majority of the insights you need to shape your overall

6、business strategy are on review sites,social media,from your employees,and beyond.Thats why this Financial Services Consumer Trends Report is derived from all available consumer data across multiple channels.To be more specific,we leveraged over 80,000 financial services consumer data points in Nort

7、h America to access the findings youll discover today.FINSERV CONSUMER DATASECTION 1|WHAT MAKES THIS FINSERV CONSUMER TRENDS REPORT DIFFERENT?SURVEY DATA2023/SECTION 2A Closer Look at the Data2023/PAGE|5So,where did those 80,000+data points come from?Here is a quick breakdown of how we went from col

8、lecting data to identifying the need-to-know trends:So why does this approach make such a big difference?Because we are leveraging what we call an Integrated CX approach to consumer data,rather than just relying on a survey alone.This enables us to get a truly holistic perspective of consumer behavi

9、or.Additionally,we are truly letting consumers identify the trends rather than merely creating a survey based on our own perception of the experiences financial services consumers desire.SECTION 2|A CLOSER LOOK AT THE DATASOCIAL SIGNALS TIKTOK,INSTAGRAM,FACEBOOK,ETC.First,we started with existing so

10、cial signals about financial institution experiences from TikTok,Instagram,Facebook,Twitter,and beyond.We mined this data for topics and sentiment leveraging InMoments Spotlight solution.ONLINE REVIEW SIGNALS GOOGLE REVIEWS,DIGITAL,GLASSDOOR,ETC.We then added online review data about retail banks,cr

11、edit unions,and other financial services providers from Google,Glassdoor,and other sites via our Review Management solution(our integration with ReviewTrackers)into Spotlight alongside the social data.HISTORIC DATA 2022Next,we used Spotlight to aggregate InMoment financial services consumer data fro

12、m surveys and other sources in 2022.MARKET PULSE SURVEYOnce we mined all that existing data for trends and insights,we leveraged InMoments Market Pulse to fill in the blanks,hear consumer stories,and gain more context.2023/WHAT IS INTEGRATED CX?Integrated CX is InMoments approach that helps business

13、es improve experiences and achieve measurable business outcomes from customer experience initiatives.INTEGRATED SIGNALS:Bringing together the voice of customers and non-customers across the full customer journey from surveys,chats,reviews,calls,etc.INTEGRATED INSIGHTS:Delivering both leading innovat

14、ive technology and strategic expertise to deliver ROIINTEGRATED ACTION:Eliminating the silos that exist in many companies,facilitating a coordinated,data-driven approach to prioritizing actionSECTION 2|WHAT IS INTEGRATED CX?Integrated CX connects critical aspects of a successful customer experience,

15、including:?2023/PAGE|7SECTION 3An Overview of Financial Services Trends You Need to Know2023/PAGE|08Leveraging our industry-leading analytics and the expertise of our Strategic Insights Team,we examined all 80,000+data points to help you identify the make-it-or-break-it consumer demands that will in

16、fluence your customer acquisition and retention plans as well as help you understand who youre selling to on a deeper level while avoiding potential experience pitfalls.SECTION 3|AN OVERVIEW OF THE FINANCIAL SERVICES CONSUMER TRENDS YOU NEED TO KNOWLETS GET INTO ITWhat Are the Need-to-Know Financial

17、 Services Consumer Trends for 2023?Please tell us more about your most recent experience.INDUSTRYBankingDigitalIn-Branch80k+DATA POINTS2023/PAGE|09HERES WHAT WE CAME AWAY WITH:Ultimately,there is one greater theme that unites these three experiences:financial services consumers want to be engaging w

18、ith their banks,credit unions,and wealth advisorsand thats a great thing!And while in-branch experiences,online portals,and basic digital functions may be passable for some consumers,there are other,more innovative strategies and experiences that will help you win and keep customers loyalty for year

19、s to come.So,for each trend that follows,we will identify the experience elements that are mere table stakes,and then unveil the strategies that will help you stand out in 2023!TREND#1 Consumers Want More Than Basic Digital ExperiencesTREND#3Yesterdays Experience Assumptions Wont Drive SuccessTREND#

20、2Consumers Expect You to Support Their Financial FreedomSECTION 3|AN OVERVIEW OF THE FINANCIAL SERVICES CONSUMER TRENDS YOU NEED TO KNOW2023/PAGE|10SECTION 4|TREND#1Consumers Want More Than Basic Digital ExperiencesT/012023/PAGE|11SECTION 4|TREND#1/CONSUMERS WANT MORE THAN BASIC DIGITAL EXPERIENCESI

21、f we look across various industries,its safe to say that few have changed as much in the past few decades as financial services.Previous generations have done almost all of their banking,credit union,and financial advising interactions in person,often having personal relationships with their tellers

22、 or advisors that span decades.Then,the digital transformation hit,and financial institutions began providing digital experience options with online banking,mobile deposit,and the like.Compared to other industries,however,adoption of digital strategies was slow in financial servicesup until the COVI

23、D-19 pandemic,that is.Suddenly,in-branch interactions were no longer an option,and customers were one-hundred percent reliant on the digital options available,making the digital transformation infinitely more urgent.Generationally Divided PreferencesNow that we are out of the pandemic and customers

24、once again have the choice between in-person and digital experiences,we are seeing that while some are going back to their old habits,emerging financial services consumers are exclusively interested in digital,self-serve experiences.In fact,our research found that 1 in 3 younger customers(Millennial

25、s and Gen Z)are NOT likely to visit a bank and/or credit union location in person.A few examples of digital experiences younger consumers want to have on-demand are:Online education resources where they can expand their financial knowledge on their own timeReal-time investment tips and awarenessthey

26、 dont want to hear about an opportunity months or even weeks down the line,they want to be notified as soon as possiblePersonalized suggestions that are tailored to where they are in their financial journey,perhaps through an online portal or virtual advisor meetingGenerally,younger consumers want f

27、inancial services brands to reduce their need to come into a branch for services.2023/PAGE|12SECTION 4|TREND#1/PRIORITIZING CYBERSECURITY&OTHER EXPECTATIONSPrioritizing Cybersecurity&Other ExpectationsIts clear that in order to attract new customers,financial institutions need to broaden their digit

28、al and self-serve capabilities.But alongside that digital acceleration,financial services brands need to also focus on expand-ing their cybersecurity capabilities.This was a clear demand across our data,with 58%of financial services consumers stating that they are extremely concerned about cybersecu

29、rity.When we dug deeper into consumer expectations,the demand for digital capabilities and increased cybersecurity were ranked in first and second place,but in third place came digital personalization,with consumers specifically mentioning that they wanted new ways to interact with knowledgeable sta

30、ff digitally.EXTREMELY CONCERNED ABOUT CYBERSECURITY/NOT AS CONCERNED ABOUT CYBERSECURITY SOMEWHAT CONCERNED ABOUT CYBERSECURITY32%58%10%58%of financial services consumers stating that they are extremely concerned about cybersecurity.FINSERV CONSUMER CONCERNS2023/PAGE|13But just as interesting as wh

31、at consumers did expect from banks,credit unions,and other financial services brands was what they were not interested in,specifically when it comes to Millennial and Gen Z consumers:One in four Gen Z and younger millennials are not interested in pensions&retirement saving plansGen Z and Millennial

32、consumers were 10%less likely(compared to the beginning of 2022)to invest in cryptocurrencies due to recent declinesIts clear that your emerging consumers will change the game for financial institutions.They have different preferences and expectations from previous generations in that they want more

33、 innovative digital options along their financial journeyand whether or not you earn their loyalty as customers is entirely dependent on your ability to deliver.SECTION 4|TREND#1/PRIORITIZING CYBERSECURITY&OTHER EXPECTATIONS2023/PAGE|14SECTION 5|TREND#2Consumers Expect You to Support Their Financial

34、 FreedomT/022023/PAGE|15SECTION 5|TREND#2/CONSUMERS EXPECT YOU TO SUPPORT THEIR FINANCIAL FREEDOMWe mentioned earlier on in our report that across our data,there was a clear sentiment from financial services consumers that they want to engage with their banks,credit unions,and wealth advisors regula

35、rly.They see your institutions as a part of their livesand that makes sense,because finances are intensely personal.Because you have access to their finances,consumers feel like you know them and their needs.Diving into that theme,there was also a sentiment that consumers see you as a partner,and th

36、ey feel that you should be helping them along their journey to financial freedom.But how can you accomplish that?This is where consumer data and your cus-tomer experience initiatives can real-ly come in handy.And were going to show you how its done with the data we collected for this trends report!D

37、esigning Experiences Around Pivotal Consumer MilestonesIdeally,you should be tailoring your organizations initiatives and solutions around the pivotal moments of your stakeholders personal lives.But how do you pinpoint the moments that matter most in your customers financial journey,then design expe

38、riences to support them?One way is to create a Touchpoint Impact Map based on your customer data.A Touchpoint Impact Map is a visual representation of where each touchpoint in the customer experi-ence fits between your most loyal customers,and those who disengage with your brand.This new approach cr

39、eated by InMoment discards tradi-tional survey metrics used in journey mapping and instead constructs a view of key journey touchpoints pure-ly from customer comments.2023/PAGE|16For this report,we leveraged the over 80,000 data points and our advanced text analytics to unearth the moments that matt

40、er in financial services for 2023.Heres what we discovered:DIGITALCHURN DRIVERSCAUTIONEXPECTATIONLOYALTY DRIVERSAWARENESSINTERACTIONCARE CENTEROTHER SERVICESPHYSICALDIGITALPHYSICALDIGITALPHYSICALDIGITALPHYSICALManage Finances&DebtFinancial Advisor(Expertise)Mobile App&Digital CapabilitiesTransfer Mo

41、ney Across AccountsSeamless Interaction with TellerReal-time Access to Solutions24/7 Call Center SupportMobile Bugs&LimitationsFees&Higher Interest RatesLack of Dedicated ExpertiseNo Ongoing Support&ExpertiseLower Reviews&RatingsNo Digital CapabilitiesNo Ongoing Support&ExpertiseMOMENTS THAT(WILL)MA

42、TTER FOR FINANCIAL SERVICES IN 2023SECTION 5|TREND#2/CONSUMERS EXPECT YOU TO SUPPORT THEIR FINANCIAL FREEDOM2023/In the above map,you can see that we split the journey into four specific stages of the buyer cycle:awareness,interaction,care center,and other services(in a brand-level Touchpoint Impact

43、 Map,you can get more specific with your stages to include onboarding,arrival to a branch,calling into a call center,sitting down with an advisor,and more).We also specified digital versus physical journeys.Across these stages,you can see what is driving loyaltyand what is driving churn.And what wer

44、e seeing really continues the story we started in the previous trend:Digital experiences are the gatekeeper to customer acquisition.Customers simply expect them.And without them,you wont even be in consideration for their businessIn their ongoing interactions with your brand,customers want to have o

45、ngoing insights into their finances,whether that be how their spending habits have changed in the past month,how they can plan to pay off debt,or how to create a savings plan.When customers call in for help,they need to be able to speak to a knowledgeable staff member.If the agent they speak to is u

46、nable to help them solve their problem,they might start to shop around for another financial partner.Finally,when it comes to new experiences financial services consumers want to be introduced to,financial education tools will rule the day in 2023.Its time to start building out a self-serve knowledg

47、e center,hosting expert-led webinars and workshops,and generally building more opportunities for your customers to learn how to be financially freewith you guiding the way,of course!1234SECTION 5|TREND#2/CONSUMERS EXPECT YOU TO SUPPORT THEIR FINANCIAL FREEDOM2023/PAGE|18TAKE ACTIONTAKE ACTIONTAKE AC

48、TIONLayering in the Voice of the EmployeeOne of the insights we gained from the Touchpoint Impact Map was how critical your employees are to keeping existing customers.But what do they have to say about their role in the customer experience?Leveraging the data we gathered from employee review sites

49、and other financial services voice of employee(VoC)data,we uncovered a few common themes youll need to address this year.Here they are,as described by voices of financial services employees:As they go from financial milestone to financial milestone,your customers need to see you as a partner in orde

50、r for you to maintain their business.Be sure to meet their expectations at every touchpoint with digital experiences,staff expertise,and educational materials.And dont forget to include your employees ideas as you plan these initiatives!Their insight could be crucial for your next big idea.“Employee

51、s are Exhaustedafter constantly advising our customers.We need more support with this growing demand.”Customer-facing employees are feeling burnt out and in need of support.Leverage your CX program to identify areas where you can encourage customers to self-serve instead of calling in.“Our performan

52、ce metrics are terrible.our main job is to advise clients,but we are being asked to talk faster.”Your employees know how crucial their interactions with customers are to the overall business.However,they feel that the metrics used to gauge their performance arent customer-centric.Consider adapting p

53、erformance metrics to more heavily emphasize customer satisfaction over time on call or other more operational metrics.“Our tools are terrible.we advise our clients to use our mobile app,but its essentially useless.I hate my job.”Your digital experiences and apps might be making your employees jobs

54、harder if they arent optimized to encourage ease of use.Be sure to build out a digital experience strategy that helps to identify points of friction and enable your digital team to take action to mend those experiences.THEME 1THEME 2THEME 3SECTION 5|TREND#2/LAYERING IN THE VOICE OF THE EMPLOYEE2023/

55、PAGE|19SECTION 6|TREND#3Yesterdays Experience Assumptions Wont Drive SuccessT/032023/PAGE|20Looking at our insights so far,its safe to say that financial services consumers will simply not settle for the same old experiences.Even basic digital experiences like online portals,mobile deposit,and the l

56、ike will not be enough to turn their heads either.With that in mind,would it surprise you to learn that our research debunked a few popular customer experience assumptions as well?We thought not.In this section,well be busting some myths about the financial services customer experience that will cha

57、nge your approach.SECTION 6|TREND#3/YESTERDAYS EXPERIENCE ASSUMPTIONS WONT DRIVE SUCCESSTRUE?FALSE2023/PAGE|21FALSE.Though surveys are certainly an important way to get direct feedback from your customers they are by no means the only tool you should be leveraging.When we asked consumers their prefe

58、rred customer feedback method,39%said they would take a survey,but online reviews are just as important with 36%of consumers saying they prefer to leave feedback on a review site(a significant increase over the 27%we saw last year).SEE FIGURE 3.1So what does this mean for you?Well,it means that if y

59、ou are only looking at surveys,you are missing out on the insights you could be gaining from online reviews,social media,and other signals(check out Myth#2 for a clear example).FIGURE 3.1MYTH#1Surveys Are the Most Important Customer Feedback MethodSECTION 6|TREND#3/BUSTING FINANCIAL SERVICES CUSTOME

60、R EXPERIENCE MYTHSBusting Financial Services Customer Experience MythsTFA|VIA A SURVEY/39%B|REVIEWS&RATINGS/36%C|CONTACT DIRECTLY/18%D|OTHER METHODS/07%HOW CUSTOMERS WANT TO INTERACT WITH BRANDSABCD2023/PAGE|22ABSOLUTELY FALSE.Firstly,we want to clarify that we arent saying“surveys are dead.”But we

61、absolutely have found that surveys alone are not enough to fully understand your customer and non-customer journeysyou have to bring in other signals to get the context you need to take effective action.MYTH#2Surveys Are Enough to Understand&Improve the Entire Consumer JourneyTFCONTINUED ON NEXT PAG

62、ESECTION 6|TREND#3/BUSTING FINANCIAL SERVICES CUSTOMER EXPERIENCE MYTHS2023/PAGE|23LETS TAKE A LOOK AT AN EXAMPLE WE FOUND IN OUR DATA:“The staff were not attentive;no one was around to help me.”“Your staff look EXHAUSTED!No wonder everything is so slow.”“Im overworked.My manager just gives me MORE

63、tactical work!”Starting out with a survey responseWe were then able to add in another layer of context with a consumer social signalThings are getting clearer,but what happens when we add an employee social signalSECTION 6|TREND#3/BUSTING FINANCIAL SERVICES CUSTOMER EXPERIENCE MYTHS2023/PAGE|24If we

64、 had merely looked at the survey response,our assumption would have been that the staff wasnt paying attention to the customers and that they were being lazy or distracted.However,when we apply the social signals,the staff are exhausted,and they tell us in their social media posts that they are feel

65、ing overwhelmed and bogged down by tactical work,and therefore unable to provide engaging customer experiences.This is why taking an Integrated CX approach is so important.By adding context with signals that go beyond surveys,we are left with a clearer picture of what this particular brand needs to

66、do to improve customer experiences.MYTH#2/SURVEYS AND CUSTOMER JOURNEY(CONTINUED)SECTION 6|TREND#3/BUSTING FINANCIAL SERVICES CUSTOMER EXPERIENCE MYTHS2023/PAGE|25MYTH#3Customers Are Not Likely to Leave as Theyve Been With Us for YearsTFCUSTOMERS-AT-RISK/EXTREMELY OPEN TO LEAVING/UNLIKELY TO LEAVE/S

67、OMEWHAT OPEN TO LEAVING ABSOLUTELY FALSE.Our experts have heard quite a few banking and credit union brands say something along these lines.And in the past,the truth may have held that financial services customers would be loyal to the same banks and credit unions as their parents and even their gra

68、ndparents.But our research found that this is a dangerous assumption for financial services brands to have.We found that 44%of financial services consumers are extremely open to leaving their current bank,credit union,or financial advisor.To make matters more severe,only 25%of consumers are unlikely

69、 to leave,meaning that 75%of your customers are open to better offers and services from your competitors(yikes)!So,what can you do?Level up your experiences leveraging the loyalty drivers weve described in the previous two trends(plus,we have more action steps coming up that will help you do just th

70、at).58%25%31%SECTION 6|TREND#3/BUSTING FINANCIAL SERVICES CUSTOMER EXPERIENCE MYTHS2023/PAGE|26NO LONGER TRUE.At this point,weve all had this experience:youre talking with your friends about a product or service youre thinking about signing up for.The next day,your Instagram feed is packed with ads

71、about that particular product or service.Creepy?Maybe you thought so at one time,but today,not so much!In our last CX trends report before COVID-19(2019),we asked if personalization was creepy,and we heard that 75%of respondents found personalization to be at least somewhat creepy.MYTH#4Consumers Fi

72、nd It Creepy When Brands Social SignalsTF Only 18%of customers noted that social signals were“creepy”27%of customers noted concerns with privacy issues Most customers(39%)noted a more positive sentiment to social signalsREACTIONS TO PERSONALIZED DIGITAL EXPERIENCESToday,only 18%of consumers consider

73、 personalization to be creepy,a decrease of 57%in just three years!CONTINUED ON NEXT PAGESECTION 6|TREND#3/BUSTING FINANCIAL SERVICES CUSTOMER EXPERIENCE MYTHS2023/PAGE|27Adding emphasis to this change in consumer behavior is the fact that 39%of consumers actually feel positively about personalized

74、ads and the like.So what does this mean for financial services brands?Dont be afraid to leverage social signals to personalized digital experiences!Theres no need to be concerned about consumers feeling creeped outin fact,theyre more likely to appreciate your efforts.MYTH#4/CREEPY PERSONALIZED EXPER

75、IENCES(CONTINUED)EMPHASIZING NEW CONSUMER BEHAVIOR39%of consumers actually feel positively about personalized adsSECTION 6|TREND#3/BUSTING FINANCIAL SERVICES CUSTOMER EXPERIENCE MYTHS2023/PAGE|28SECTION 7NOW YOU KNOW WHATS NEXTHeres How to Take Action2023/PAGE|29Listening and analyzing to gain insig

76、hts is only half of the battle when it comes to business strategyyour success truly hinges on your ability to take action based on your understanding.Thats why our experts have taken the insights from this Financial Services Consumer Trends Report and put together three action steps you can take tod

77、ay to capitalize on your learnings!Weve also taken it one step further by adding stories from our clients who are blazing the trail in retail banking,credit unions,and wealth advising.Its obvious from the trends that surveys alone cant give you the depth of understanding you need to make decisions a

78、bout strategy for digital banking,online portals,education programs,and beyond.They might give you a gateway into consumer perception,but surveys alone cant deliver the why behind your customer experience.So,what do you need to do?You need to start listening to new signals,you need a customer experi

79、ence platform that is capable of mining data from all those STEP#1:Enable New Consumer Signals in Your CX Programsignals,and that can consolidate it all into one platform.Not only that,but your platform needs the analytics to turn that data into actionable insights that can be shared across your org

80、anization with customizable reports.If youre thinking that sounds like a CX unicorn,we get it.But a solution that powerful is anything but fantasy.The InMoment XI Platform is capable of doing all of that and more.Check out the graphic below to see how the XI Platform handles the end-to-end CX progra

81、m.13SECTION 7|STEP#1/ENABLE NEW CONSUMER SIGNALS IN YOUR CX PROGRAM2023/PAGE|30With the XI Platform,you are able to collect data from every consumer signal imaginable,from the contact center,to survey data,to social media and review site data.With this 360-picture of your voice of customer,youll gai

82、n additional context that makes the difference between an assumption and a true insight here).STEP#1:ENABLE NEW CONSUMER SIGNALS IN YOUR CX PROGRAM(CONTINUED)SECTION 7|STEP#1/ENABLE NEW CONSUMER SIGNALS IN YOUR CX PROGRAMSOCIAL SIGNALS Stakeholder Acquisition,Adoption&MoreTARGETED SURVEYS Pain point

83、&Business Question FocusedREVIEW DATA Stakeholder Advocacy,Retention/Churn&MoreINTERNAL DATA Segmentation&Persona DefinitionsOTHER DATA“Fill In The Gap”;Targeted Responses&MoreCONVERSATIONS Contact Center Transcriptions,Commu-nity-Panels&MoreINDIRECT FEEDBACKDIRECT&OTHER FEEDBACKSTRATEGIC SERVICES 5

84、0+Years Insights Expertise,Consultation,Modeling,etc.OUR AI-DRIVEN XI PLATFORM Text Analytics,Reporting,Real-Time Alerting2023/PAGE|31In this trend report,we really dove into what will drive new customers to do business with you as well as what will drive existing customers to do more business with

85、you in 2023.But where do you go from here?Well,weve created this sharable chart breaking down those purchase drivers so you can refer back to them during strategy sessions and beyond:STEP#2:Share&Align with the New Drivers of PurchaseBut printing this chart out or saving it to your desktop wont enac

86、t any change.These insights(as well as any insights you gain from your CX program)are only valuable if you share them with the people in your organization who can take action.23SECTION 7|STEP#2/SHARE&ALIGN WITH THE NEW DRIVERS OF PURCHASE2023/PAGE|32PERSONALIZATIONINVESTMENTS(RETURN)RISKIER INVEST.(

87、HIGHER RETURN)REAL-TIMEAWARENESSTOUCHPOINTEDUCATIONOPPORTUNITIESEDUCATIONALHOLD A JOBLESS LIKELY TOOF INCOMEMULTIPLE STREAMSAND MEASUREHIGHER SECURITYDRIVERS OFADOPTIONPERSONAL RELATIONSHIPAN EVOLVINGThis is where a cross-functional CX governance group comes in handy.If you havent already,we highly

88、recommend creating a cross-functional group where you can meet and share relevant insights with organization leaders.Not only will this enable you to showcase your learnings,but its an opportunity to tailor those learnings to leaders and show them exactly what they have to gain by getting involved i

89、n your CX program.If youre thinking,“Another meeting?My schedule is already packed,”no worries!You can also leverage custom reports to share relevant insights with your marketing,product,HR,and other teams via InMoments Field Reporting.STEP#2:SHARE&ALIGN WITH THE NEW DRIVERS OF PURCHASE(CONTINUED)SE

90、CTION 7|STEP#2/SHARE&ALIGN WITH THE NEW DRIVERS OF PURCHASEWith Field Reporting,CX program managers can empower team members who dont have“CX”in their titles with customized reports that pertain directly to their everyday jobs.Leveraging its self-serve capabilities,you can create tables of aggregate

91、d or response-level data to build visualizations and dashboards that meet your specific business requirements.In other words,you can create quick,easy-to-understand reports to keep your stakeholders in the loop.2023/PAGE|33SECTION 7|CUSTOMER STORYCUSTOMER STORYChevron Federal Credit Union Embraces a

92、 Listen,Learn,and Deliver Mentality for Cross-Functional CX SupportInMoment customer Chevron Federal Credit Union was looking to revive its 80-year-old CX program,and one of the first things it did(even before choosing a vendor)was to establish a Member Experience Committee Team that would meet mont

93、hly and include representatives from each line of business.The committee became critical to the success of the program going forward because it created a forum to review member feedback,identify systemic problems that had never existed,and ensure that all issues were being properly addressed through

94、 feedback.The Combine data from different sources into unified intelligencePresent real-time customer intelligence through 28 customized dashboards Close the loop by integrating CX data with Salesforce case managementMember Experience Committee Team was also designed to create a distinct customer-ce

95、ntric culture across the organization and to align on insights.With these cross-functional meetings and its CX platform,Chevron FCU was able to:YOU CAN READ THE FULL STORY HERE!2023/PAGE|34SECTION 7|HERES HOW TO TAKE ACTION2023/PAGE|35Well be frank:the ability to sign into an online portal to check

96、a balance or make a payment is not a“wow”-worthy digital experience for todays customers.They simply expect more digital options from you,and while thats a challenge,it also means there has never been a better time to be bold with your current strategies!Throughout this report,weve made it clear tha

97、t your customers want you to help them along their journey to financial wellness and freedom.That means implementing new online and in-branch opportunities to learn and plan for their future.And once youve introduced these new options,you can leverage your CX program to gauge consumer response.InMom

98、ents Data Exploration is a search-based text analytics tool that provides a quick and easy way for you to sort through feedback to identify trends,anomalies,and spiking topics across multiple data sources.STEP#3:Focus on Experiences That Increase Financial WellnessWith Data Exploration,you can searc

99、h consumer feedback to understand how people are responding to new hybrid offerings like digital try on,product scan-ning in store,personalized recommenda-tions,and more!That way,you can adapt new features,fix any bugs,and make your new experiences a success.33SECTION 7|STEP#3/FOCUS ON SUPPLYING TRU

100、LY INNOVATIVE FINANCIAL WELLNESS2023/PAGE|36Youre now armed with whats to come in 2023.So what are you waiting for?Its time to take action by enabling new customer signals,sharing your findings,and focusing your efforts on innovative experiences.Unsure if your existing CX vendor can help you do that

101、?We would be happy to talk to you about how InMoments XI Platform and team of experts are exclusively positioned to take you to the next level and get you these insights year round!You can reach out to us directly at or via the chat on our website.In the meantime,check out the XI Platform Brochure t

102、o learn about how InMoments Integrated CX approach and three part solution(data,technology,and expertise)can help you to stay ahead of the trends and make success-driving business decisions.SECTION 7|HOW TO TAKE ACTIONDont Just Follow the Trends.Be the Financial Services Institution Who Starts the Trends with InMoment.RP-02427-03-NA|COPYRIGHT 2023 INMOMENT,INC2023/PAGE|37