PROVO, Utah and SEATTLE–(BUSINESS THREAD)–Qualtrics (Nasdaq: XM), the leader and creator of the experience management category, today announced that some of the world’s leading financial services organizations, including Lloyds Banking Group, M&T Bank and PNC Financial Services Group, have selected Qualtrics solutions in the second quarter of 2022 to deliver outstanding customer and employee experiences.
“With so much uncertainty around us, it’s exciting to see more and more brands using our industry-leading platform to help address key business challenges, including the need to: improve operational efficiency, drive retention and cross-sell, increase employee engagement and deliver distinct omnichannel experiences that customers and employees expect,” said Dmitry Binkevich, Global Head of Financial Services at Qualtrics. “Experience is truly the new competitive advantage in financial services, and it’s gratifying and humbling to see so many household names in our industry choose Qualtrics XM Platform™ to transform experience management to better serve customers and employees for of economic contraction and growth. the same.”
According to recent Search Qualtrics, 65% of financial services customers have had to switch between two or three different channels (live chat, phone, in-person) to resolve their issue. Such high levels of friction push unnecessary costs into operations at a time when financial institutions are looking for cost reduction and efficiency. At the same time, today’s customers increasingly expect ease and greater personalization in their financial relationships, even as they transact through channels to suit their preferences. In today’s macroeconomic climate, it is critical that financial institutions are able to understand the drivers of failed customer experiences so they can optimize processes and operate efficiently in a tightly controlled regulatory environment.
The Qualtrics XM platform already helps more than 800 of the world’s leading financial institutions make every customer and employee interaction an opportunity to identify experience gaps across channels. with XM Discoverfinancial services leaders can leverage unstructured data sources (through emails, complaints, chat logs, voice-to-text, surveys and more) to understand the root causes of customer satisfaction and employee engagement, and automatically recommend actions to drive higher conversion and retention, helping to improve brand loyalty and share of portfolio.
During the second quarter, the following financial services organizations chose Qualtrics to build more human-centric experiences that better serve customers and employees:
Lloyds Banking Group (LBG), the UK’s largest provider of commercial and retail financial services, has expanded its relationship with Qualtrics to improve operational efficiency and help customers facing financial difficulties. With customers facing cost of living increases, driving efficiencies and having real-time insight into customer challenges will allow LBG to adapt and better serve its customers. LBG will use XM Discover to understand why customers call, improve compliance and ultimately provide a better experience for its customers.
As a purpose-driven community bank with approximately 1,000 branches and 22,000 employees, M&T Bank (M&T) knows that listening to employees and empowering them to make a difference in their communities is key to the success of its brand, already that grows and adapts to your needs. increasingly digital industry standards. Following its recent acquisition of People’s United Bank, M&T expanded its existing Qualtrics CX program with Qualtrics EX™ solutions. By approaching customer and employee experience management holistically, M&T aims to better serve the needs of employees so they can continue to focus on providing exceptional customer service and helping their communities thrive.
The PNC Financial Services Group, Inc. (PNC) is one of the largest diversified financial services institutions in the United States, organized around its customers and communities. PNC is building on its historic reputation for delivering exceptional financial experiences by expanding its existing Qualtrics program with CX and EX solutions to transform and future-proof the bank’s approach to experience management. Recognizing how intertwined customers and employees are with the bank’s bottom line, PNC will use Qualtrics to understand what matters most to its stakeholders to create a high-opportunity workplace that simultaneously attracts and retains top talent which enables employees to deepen customer relationships by providing a superior banking experience. and financial solutions.
For more information, visit www.qualtrics.com/financial-services.
Qualtrics, the leader and creator of the experience management category, is changing the way organizations manage and improve the four core business experiences: customer, employee, product and brand. More than 16,750 organizations worldwide use Qualtrics to hear, understand and act on the experiential data (X-data™), beliefs, emotions and intentions that tell you why things happen and what needs to be done -there The Qualtrics XM platform is an actionable system that helps companies attract customers who stay longer and buy more, engage employees who create a positive culture, develop innovative products that people love, and build a brand that excites people. For more information, visit qualtrics.com.