Customer Insight & Analysis

Customer Data Management

Relationship Gain & Erosion

Relationship Gain/Loss by Market Segment

Contact Center Call Drivers

High Level View: Contact Center Activity

Customer Insight & Analysis

Texas Capital Bank, VP Client Experience

Project Intent

• To build a cohesive (360 degree) view of the customer by translating client intelligence into practical solutions that pave a clear path to improving the overall experience.

​Audience

• Executive leadership
• Cross-functional team leadership
• Internal teams impacting the overall experience in some way

Challenge

• No reliable or globally accepted view of clients or their relationship with the bank.
• Data siloed and disjointed, putting up significant barriers in understanding a true picture of how clients experience their interactions with the organization.
• Fragmented insights gathered with little action taken once findings shared.
• Company-wide and cross-team communication gaps preventing employees from wholly taking part in client solution.

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Solutions

• Centralize the collection, analysis and organization of concrete and observational data points to establish a reliable and globally accepted representation of current state
• Expand overall CX improvement strategy with specific success metrics, expanded and redefined for deeper insight
• Uncover the "why" as a critical component of telling a richer story, while revealing struggles and unmet needs that must be solved for
  • This offers also offers a better understanding of how clients perceive their experience, and serves as a guide for what decisions to make and actions to take on a client's behalf
• Monitor and share customer stories as a way to humanize the impact of how clients experience their interactions.