Tuesday, October 2, 2018 Stamford, CT USA — Greenwich Associates is launching a new suite of Customer Experience (CX) services to help banks and other financial institutions improve the ROI of their CX initiatives.
“We listened to the market, and what we kept hearing is that most CX programs are not delivering on real business objectives such as higher service quality, increased revenues and culture change,” said Steve Busby, CEO at Greenwich Associates. “Most CX programs are simply collecting and reporting loyalty data, which falls well short of the true power and potential of a well-designed program.”
Greenwich Associates new CX offering, called ‘Greenwich Optimization Services,’ is designed to close some of the common shortfalls experienced by banks in their CX programs. These shortfalls include unclear linkage between CX and real business objectives, companies being buried in data and having a difficult time taking action, flat-lining NPS scores with no idea what to do next, worries about annoying customers with too many surveys, and spending lots of money on CX but not knowing the ROI.
Greenwich Optimization Services address these issues by complementing existing data collection and reporting tools offered by Enterprise Feedback Management (EFM) or data collection vendors. These services include:
- Benchmarking performance against other providers to help set priorities for actionIntegration of competitive marketplace data and trends with customer survey results to yield deeper insights, set priorities and close any performance gaps with peers
- Understanding and improving the entire customer journey and not just select moments of truth
- Aligning the front of the house with the back of the house to drive improvement
Greenwich Optimization Services are easy to use, highly impactful and are delivered by seasoned CX experts with relevant experience designing and implementing best in class programs.
“Knowing how a bank works across functions and departments is critical to effectively applying CX insights to drive change,” says Jacqueline Vose, Greenwich Associates SVP and Principal in Customer Experience. “The lack of this cross-functional expertise is one reason banks’ CX programs so often fall short of expectations.”