A presentation that shows how banks can increase their performance by enhancing Customer Experience and keep their stance in the global banking landscape for a very long time.

1. Ephlux
CX CLOUD
1
Awesome Customer Experience

2. 2
Welcome the new customer
Fiercely
Empowered
Revolting
with
Vengeance

3. Demands awesome experience
Endorses and recommends the brand to the
whole world
Can’t wait for a minute to get a Response: Likes,
Re-tweets, Comments, Feedback mentality
Needs to be constantly pampered, engaged,
listened to and then pampered some more.
3
Customer Expectations
Appreciated good service
Recommended a brand to friends n family
Could wait 24 hours for your customer support
to get back
Would understand and follow your company
policies and business processes

4. 4
WOW the customer across
Customer Experience Lifecycle

5. Banking the future
5

6. 6
Developing the model that
captivates the Customer “My bank
effectively
engages with me
on my
real financial
needs.”
Integrated multichannel architecture,
powered by analytics
(real-time event management, etc.)
The “Smart Multichannel” Bank
Advanced digital advisory
Need-based offerings optimized by channels:
Product offering optimization and scientific
pricing

7. 7
Developing the model that
captivates the Customer
“My bank
engages with
me where I
spend time.”
Customer engagement
where they spend their time
(e.g. on social media)
Based on personal interests
The “Socially Engaged” Bank
Leverage influencers:
Social CRM (data enrichment and optimized
offering)
Co-creation based on increased
customer intimacy

8. 8
Developing the model that
captivates the Customer
“My bank gives
answers to my
needs, providing
easy access.”The trustworthy go-to center
with an extended proposition (financial and
non-financial)
The “Digital Ecosystem” Bank
Leverage the power of Mobile:
Mobile commerce ecosystem
Mobile marketing M-loyalty and analytics
Mobile payment services

9. By fetching relevant information from third party
organizations, and working with them will enable
the Banking Institutions to be able to provide
satisfaction to the next level.
Financial Institutions
Insurance
Companies
Knowledgeable
Online Account
Maintenance
Banking Portal
Mobile App
Micro-financing
Reward Points
(Credit Card)
A“Fortunate”Account
Connect at every touch point
with the account-holder such as
web, mobile and front desk.
By knowing the account-holder’s history, credit
scoring and analytics, banks can provide loans
and personalized offers.
Provide personalized experience by offering discounts
to the account holder when they use their bank’s card
while dining/shopping at their favorite places or even
traveling!
Making the flow of money easy –
making payments an easy task,
and the transfer, receipt and bill
payments smooth!
Mutual Benefit
Brands /
Outlets
Utility
Companies
The 360 degree Enhanced Experience

10. Get In Touch With Us
http://www.ephlux.com/cx-cloud
info@ephlux.com
10