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

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Webinar exploring CIBC's approach to web self service. Results from using the IntelliResponse Answer Suite are shared.

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

  1. 1. CIBC“The Case forMulti-Channel Self-Service”
  2. 2. Today’s Presenters Paul Gould Senior Director Online and Mobile Banking Mike Hennessy Vice President
  3. 3. IntelliResponse: Multi-Channel Answer Suite
  4. 4. 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
  5. 5. The Case for Self-Service 5
  6. 6. A Myriad of ChannelsTraditional + Digital + Mobile 6
  7. 7. 24x7 – 365 World 7
  8. 8. Content Overload
  9. 9. Your Customers WANT to Self-Serve! 9
  10. 10. 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
  11. 11. CIBC: eChannels eChannels Retail TelephoneDistribution Banking ABMs Internet Mobile Banking 10.6 customer interactions per second 11
  12. 12. eChannels Strategy: Leveraging the Channels Day to Day BankingClient Channel Adoption Research & ApplyProspect Deepen Relationships 12
  13. 13. 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
  14. 14. Problem Identification: Need for IntelliResponseISSUE # 1 – Competitive PositioningISSUE # 2 – Finding ContentISSUE # 3 – Usability 14
  15. 15. 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
  16. 16. Ask CIBC 16
  17. 17. Online Banking
  18. 18. CIBC.com/Mortgages
  19. 19. 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
  20. 20. CIBC Mobile Strategy
  21. 21. 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
  22. 22. 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
  23. 23. Immediate Next Steps… • Integration into campaign landing pages • Integrate into product applications and online banking registration 23
  24. 24. 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.

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