Rebuilding Customer Trust and Loyalty in the Financial Services Industry

By Chris Ezekiel, Founder & CEO

Building customer trust and loyalty is important for all organisations, but in particular for those in the financial services industry where a number of factors have created cautious and sceptical customers. Overcoming this distrust is key to long term customer engagement success but, when coupled with the growing demand for 24/7 access to digital banking options and support, presents a unique set of challenges. The Customer Engagement in Financial Services Directors Forum, being held in London on 21 May 2015, will focus on strategies financial organisations can implement to regain customer trust and loyalty.

As event sponsors, Creative Virtual will be present at the Directors Forum to showcase our V-Person™ for Finance solutions. I’m also honoured to be featured as a speaker and will share my presentation titled Using V-Person Technology for Omnichannel Customer Engagement starting at 11:00. I’m not a fan of presenting using only slides – as some of you may know! – so my session will feature a series of live demonstrations to show how financial organisations are currently utilising natural language virtual assistants to provide customers with accurate, consistent and personalised information across contact channels in order to meet their omnichannel customer engagement goals.

I’ve selected use cases that will highlight how financial organisations are using these Smart Help tools to offer on-demand self-service options around the clock and allow customers to move seamlessly from one service channel to another, with context awareness and a full history of their conversation moving with them. I’ll also share some examples of organisations utilising this technology within the contact centre to reduce average handling times, improve first contact resolution and enable live agents to provide real-time feedback on content. All of these solutions are designed to improve the customer experience, build brand loyalty and increase sales, while also helping to reduce customer support costs.

You can find the complete agenda and purchase tickets on the event webpage. If you’re attending the forum, I hope you’ll join me at 11:00 for my presentation and stop by the Creative Virtual stand to learn more about our Smart Help solutions. If you aren’t able to be at the event, please get in touch with usfor some more information and to schedule your own live demonstration.