Profitability, Potential, and Power of Channel Analytics in Digital Banking
According to The Financial Brand, banks are only utilising a minor fraction of the huge quantities of data to produce insights that could improve the customer experience, and financial institutions are finding it difficult to profit from the same?
In today's digital-first world, as people use digital technology more frequently, vast quantities of data are being generated every day and every second. But without the motivation to invest in data analytics and make beneficial decisions to improve performance, financial institutions cannot fully leverage the power of data.?
Against this backdrop, we introduce Channel Analytics, one of Clayfin’s innovative digital banking features that can help you leverage the power of data to transform the customer experience across banking channels.?
What is the need for Channel Analytics in a Truly Omni World??
Customer experience (CX) has become increasingly important, but very few businesses have made the most of the data it generates in response to customers' desires to interact with banks on different channels. Nowadays, several banks prioritize rapidly expanding into new channels to keep up with the continuous digital transformations. However, this frequently occurs without the necessary integration, planning, or strategy.?
Building seamless experiences for a wide range of touchpoints—including mobile, web, social media, IVR, in-store, chatbots, and beyond—must be banks' top priority in today's financial landscape. The most important thing is to make sure that the journey is seamless because everyday , uninterrupted interactions are what can help foster customer satisfaction and loyalty.?
In a truly omnichannel sense, the need is for exceptional and relevant CXs across all touch points and to all customer types and channel analytics can deliver.?
Role of Clayfin’s Channel Analytics in Improving CX and Increasing Profitability?
A whitepaper from Oracle and Efma states that only 6% of banks use real-time analytics daily, and that over half of the studied organizations did not use real-time analytics at all.?
Clayfin’s Channel Analytics feature is designed with the omnichannel nature of customers in mind to help banks dive into the nuances of user interactions. With this, banks can gain deep insights into how customers interact across channels to identify bottlenecks, enhance the customer experience, and drive engagements.????
The Channel Analytics feature offers an in-depth analysis of customers’ patterns across onboarding/registration, login, payment, and engagement.??
Unique Feature List of Clayfin’s Channel Analytics?
Provides a comprehensive snapshot of historical data and transaction patterns. This offers clarity by presenting complex data in easily understandable formats.??
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Utilises historical data and algorithms to forecast future trends and behaviours. This enables proactive decision-making by anticipating customer needs and preferences.??
Recommends actions based on insights derived from data analysis. This facilitates strategic decision-making of digital marketing by providing actionable recommendations.??
Facilitates optimization of the testing efforts. In addition, it provides empirical data to evaluate and refine overall testing strategies.?
Tracks and analyses customer interactions across various touchpoints. Enhances understanding of the customer experience and identifies opportunities for improvement.??
Monitors and evaluates customer interactions as they occur in real time. Enables immediate response and adaptation to customer behaviour, maximising engagement and satisfaction.??
The Way Forward??
Capgemini says that customer data analytics is an area with significant growth potential for banks. While most have concentrated their energy on risk management, it’s time to also?use analytics to enhance the customer experience.??
But it’s time we change that.??
Do you want to leverage the power and potential of data and channel analytics to improve your customers' experiences? Are you heading to Dubai to witness the Seamless Middle East event in action from May 14th to May 16th? We are attending the event as an official exhibitor and are eagerly looking forward to meeting you in person.??
Register for the event today- https://www.terrapinn.com/exhibition/seamless-middle-east/Register.stm
For a quick chat with our experts, book a meeting now - https://www.clayfin.com/seamless-middle-east-2024/