The Case for Multi-Channel Self-Service - Webinar with CIBC Bank

CIBC“The Case forMulti-Channel Self-Service”

Today’s Presenters Paul Gould Senior Director Online and Mobile Banking Mike Hennessy Vice President

IntelliResponse: Multi-Channel Answer Suite

Customers’ Benefiting Today- More than 510 live, customer facing implementations- Answering over 100 million questions with one right answer- A SaaS company with credentials in large enterprise delivery Financial Services Consumer & Corporate Higher Education 4

The Case for Self-Service 5

A Myriad of ChannelsTraditional + Digital + Mobile 6

24x7 – 365 World 7

Content Overload

Your Customers WANT to Self-Serve! 9

CIBC• Leading Canadian-based, Global Financial Institution• 38,000 employees worldwide• 11 million clients• One of the 10 largest banks in North America• (October 31, 2010): • Revenue $12.1 billion. • Net income $2.5 billion or $5.87 per share diluted. • 1,100 branches • 4,000 bank machines • 2,137 machines with Access for all technology. 10

CIBC: eChannels eChannels Retail TelephoneDistribution Banking ABMs Internet Mobile Banking 10.6 customer interactions per second 11

eChannels Strategy: Leveraging the Channels Day to Day BankingClient Channel Adoption Research & ApplyProspect Deepen Relationships 12

Approach to Answering Customer Questions 1. Focus on driving straightforward requests through self-service 2. More complex requests handled through Telephone Banking, email, chat, and the Branch network 13

Problem Identification: Need for IntelliResponseISSUE # 1 – Competitive PositioningISSUE # 2 – Finding ContentISSUE # 3 – Usability 14

Why IntelliResponse? 1. Strong industry ranking 2. Extensive experience in FiServ 3. One Right Answer Concept 4. Detailed reporting 5. Turn Key solution 6. Comprehensive/FlexibleToolset 15

Ask CIBC 16

Online Banking

CIBC.com/Mortgages

CIBC Mobile Strategy• New knowledge base for common mobile banking questions• “One Right Answer” works well in a mobile environment• Fully incorporated within our mobile template

CIBC Mobile Strategy

ResultsResults• Email decreased by 50% via cibc.com, and 23% overall 1 year afterimplementation• "Voice of Customer" data informing web/product• CIBC agents can leverage the tool when addressing clients• Single message via web, mobile and e-mail agent

Actionable Insights • How do I switch my account? • How do I know CIBC is right for me? • What is CIBC switch mortgage? • What is the CIBC switch kit? • What is the new switch program? • How do I switch from my current bank? 22

Immediate Next Steps… • Integration into campaign landing pages • Integrate into product applications and online banking registration 23

Thank-You HAVE A QUESTION?New Whitepaper:Is Web Self-Service Right forYou?http://www.intelliresponse.com/White-Papers/ Copyright © 2011 Temkin Group. All rights reserved.Copyright © 2010, IntelliResponse Systems Inc. All rights reserved. The trademarks identified herein are the trademarks or registered trademarks of IntelliResponse Systems Inc. or other third party.

The Case for Multi-Channel Self-Service - Webinar with CIBC Bank

by IntelliResponse Systems Inc. on Apr 16, 2012

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