bankingciooutlook
 Digital Transformation and the Changing Landscape of Banks

Top 10 Customer Experience Solution Companies - 2020

Customers are the reason that a business exists. You can create all the products in the world, but if you do not have a customer, you do not have a business. Today, according to Forrester Research, customer relationships have effectively become every business’s primary competitive differentiator. And customer service strategy has thus become crucial for their success. However, as the digital transformation hype has reached a fever pitch and the number of active internet users around the globe clocks at 4.57 billion, ensuring customer satisfaction has become even more challenging. The new-age customers, with a wide array of choices, demands for more each time they interactwith a brand.

The banking sector is, therefore, undergoing a data-driven transformation in the backdrop of this altering customer experience landscape, and the internet of things (IoT) and artificial intelligence (AI) are at the heart of it. Most notably, IoT is playing a crucial role in this rapid transformation. Besides providing effective and more personalized customer experience, IOT also gives valuable insight into customer usage patterns that helps in nurturing the relationship with customers, analyzing the market patterns, and determining the development of future products. Likewise, experts suggest that AI is the future of customer experience. AI applications like chatbots and virtual assistants have already started giving customer service a makeover, and it is only going to get better. With predictive personalization, AI also provides a tailor-made experience for the customers. Mobiles are another major game-changer in customer experience. As mobile phones have become a ubiquitous phenomenon, leading businesses have started turning it to their advantage. They have already started using forward-thinking technology to power their channels, collect and store data, and enable every device to work together to deliver a consistent experience for the customers.

At this juncture, there are a variety of customer experience so lutions available in the market that caters to different needs of the businesses. To help them choose the solution that best fits their requirement, Banking CIO Outlook has compiled the list of the t op 10 customer experience solution providers. The enlisted solution providers are the frontrunners in the market that provide a wide span of features. Besides, the magazine als o comprises insights from thought leaders in the sector on the industry trends, best practices, recent innovations, and their advice for the aspiring CIOs.

We present to you Banking CIO Outlook’s “Top 10 Customer Experience Solution Providers – 2020”

Top Customer Experience Solution Companies

The CA-based company—Agent IQ—with deep expertise in customer engagement helps financial institutions augment their customer experience by making the services more personalized through digital and physical channels. Agent IQ’s mission is to make digital banking personal again. Equipped with the capabilities of conversational AI and augmented intelligence, Agent IQ fosters real-time two-way communication, which is more personal and gives a customer a sense of control, increasing their trust in their bank

agentiq.com

Ecrion provides financial organizations with solutions for the different yet overlapping areas of document automation, customer communication management, customer experience automation, and digital experience in a single, purpose-built, modular platform. Ecrion’s solutions, offered in the cloud or on-premise, begins with document automation with comprehensive features that automate the production, assembly, and distribution of business-critical documents, at scale. The customer communication management functionality of the platform helps financial organizations create and manage the delivery of documents and communications through different channels based on customer preferences. The customer experience management feature of the ensemble helps enterprises in mapping their customer journeys, ascertaining how they view the company, anticipating their needs, and streamlining communication

www.ecrion.com

The story of PrintMail is a classic tale of American ingenuity and the entrepreneurial spirit. In 1993, Kevin Reilly saw that advancements in PCs and laser printers, coupled with his knowledge of manufacturing, created an opportunity to offer a more economical approach to statement printing and mailing. Acting on this vision, he founded PrintMail with local medical centers as his earliest clients. PrintMail quickly became known for error-free processing, and soon moved to a larger, fully-secure facility. Today, PrintMail continues this proud tradition of developing industry-leading, innovative solutions. Many of its products and services are the direct result of a response to its clients’ needs. We solve problems most other companies don’t even recognize

www.printmailsolutions.com

Antlere

Antlere

Specialize in customer experience management services, technologies, customer engagement, Net Promoter Score (NPS), CSAT, Market Research Technology, Employee Feedback and Engagement Tech

CSG

CSG

CSG is committed to provide market-leading solutions and support by delivering unfailing commitment in the face of ever-changing market dynamics

Empirix

Empirix

Empirix is the leader in end-to-end test automation and network and service performance monitoring, assurance and analytics. Our solutions deliver the transparency that development, QA, performance, operations, and quality teams need to quickly identify service-impacting issues, and their true root cause, within, and across, networks, services, devices and applications. Empirix has deep knowledge about complex customer communication technologies – from voice and video to 5G

Qualtrics

Qualtrics

Through Qualtrics Experience Management (XM), brands continually assess the quality of their four core experiences—customers, employees, products, and brands

The CMI Group, Inc

The CMI Group, Inc

The CMI Group is a 100% employee-owned solutions provider to clients nationwide. Through its subsidiaries, CMI delivers innovative revenue cycle, accounts receivable, and contact center solutions resulting in enhanced operational efficiency and increased revenue for its clients. Founded in 1985 and serving a multitude of industries, CMI has headquarters in Plano, Texas, three centers of excellence, two located in Texas – Coppell and Dallas – as well as one in Rochester, MN. As a 100% employee-owned company, it is highly motivated to build productive relationships that deliver optimum results for our clients. Each employee takes personal responsibility for resolving the consumer, compliance and profitability issues our clients face

VERASCAPE, INC.

VERASCAPE, INC.

Offers a suite of cloud-based IVR and Chatbot self-service solutions across all customer communication channels including phone, automated chat, SMS, Facebook Messenger, smart speakers, and other emerging channels

VHT

VHT

VHT enable customers to keep the promises they make to their customers, creating lasting brand loyalty. For over two decades, VHT has been the world’s #1 provider of callback software and services, enabling over 300 of the world’s leading companies to increase their Net Promoter Scores among tens of millions of consumers and generate millions of dollars in return on their investment. Today it has extended leadership in the customer experience (CX) market by providing contact centers solutions that optimize customer interactions across all their channels. VHT enables contact centers to intelligently begin, continue, and complete customer interactions across multiple channels and, when necessary, equip agents with the right information at the right time to ensure successful outcomes