Contents
01.
Here’s to the CX game-changers!
The ground was shifting under financial service firms for a while. When fintech innovators entered the game and challenged the CX status quo, the bedrock rules changed forever:
It’s faster and easier to move money around
More people can access more insights, markets, and communication channels
Costs are down, transparency is rising, and innovation is accelerating
Customer experience management is now the name of the game.
Success in this chess match comes down to this:
Who can deliver the best value service with the least friction and the highest quality outcomes between brands and users?
The new players, the startups, and the innovators all have had a head start in taking change in stride and running with it. But the traditional players? They’re held back by …
- Legacy systems
- Size-limited agility
- Regulatory challenges
- Siloed teams
- Entrenched processes
- Old-world mindsets
Financial services firms needed to change. And fast.
What were once advantages … size, scale, even heritage … became liabilities.
And the transformation necessary to meet customers’ rising expectations (and shift from the old world to the new) doesn’t come easy.
The challenge is to reimagine old ways of working toward new ambitions.
Which means building a strong, symbiotic relationship between business process outsourcing and customer experience management.
The trouble is it’s tempting for financial services brands to treat outsourcing and business transformation separately.
And that’s the wrong strategic move … because they’re now directly connected.
02.
The business process outsourcing trap
Your business process outsourcing strategy probably looks good on paper. It’s when strategy clashes with reality that you lose ground.
Outsourcing can get the investment short straw when the wrong business drivers influence priorities.
If your investment in business process outsourcing goes for lower costs above all else, you may get a quick win or two in the short term. But in the long term …
- You’re chipping away at your customer’s trust in you (when they encounter friction and frustration as a result of cut corners)
- You’re doing damage to your brand (word spreads fast that your hold times are long and you can’t solve problems like your competition)
- And you’re creating more costs and using more resources from other business areas to make up for expedience (and nobody wants to be responsible for that)
We call this thinking
Old-school, transactional outsourcing
But because we account for every last factor in CX management, you can see everything, eliminate doubt, and Scale Fearlessly. Instead of just lower costs, we optimize service to deliver longer customer lifetime value, a better return on outsourcing (ROO), while accelerating your transformational goals over time.
03.
The ins and outs of CX management
Have you seen that popular chart comparing quick sales hikes to steady brand building? It looks something like this …
Going for quick wins by cutting costs and pushing for discounts might build revenue in the short term.
But in the long term, it’s ineffective—and it will harm your brand’s reputation. Customers will question your value.
Conversely, committing to steady, long-term investments in service gets you higher rewards (and more sales) over time.
Outsourcing grounded in exceptional customer experience gives you wins day after day as you garner loyalty and nurture advocacy, built on a foundation of customer value.
Can’t wait to see how to remove doubt and scale fearlessly? Let’s talk.
04.
CX sells, but where’s the commitment?
There’s a lot of innovations making customer experience management faster, easier, smoother, and more automated. For instance, now you can …
- Deposit and withdraw money through your mobile app rather than your local branch
- Verify your identity with your face instead of a government-issued ID
- Monitor financial transactions on your own time, not your broker’s time
However, CX management is not just about digital-only, self-service channels and behaviors.
And business process outsourcing that’s too focused on minimizing human connections misses the mark.
What happens when your customer has a request that can’t be handled by self-service? What if your customer needs reassurance or empathy that no robot can bring? (Robots: We still love you, but you can’t do everything.)
A human being must fit into your CX loop.
But that doesn’t mean it has to be complex, costly, or time-consuming.
And there are many critical CX moments that benefit immensely from a human touch:
Onboarding
Problem resolution
Community management
Specialized expertise
And many more solutions.
Discover all the ways we offer great CX:
Global, multilingual contact centers
In-app & SMS chat
Social media
And many more solutions.
Discover all the ways we offer great CX:
Your customers might remember a great moment—but they’ll never forget a bad one.
Ask yourself: Will your customers tell their friends about a faceless interface that left them stranded or about the kindness of a real person who helped them in a jam instead?
Cutting costs often closes the door on opportunities for great customer experiences that keep customers coming back.
Instead, you need smart integration between digital streamlining and live support.
Something that’s both digital and human gives you a leg up in the game.
So you can game the system in your favor. How?
By writing the rules yourself.
05.
Sounds promising … as long as there’s an endgame
Taking the long view is easy when you make the rules.
Where old-school, transactional outsourcing doesn’t account for real-world complexity (and so delivers subpar CX), the Ubiquity CX-first way puts fruitful human connections back into the outsourcing equation.
Our bespoke, agile methodology is built on decades of experience supporting and partnering with financial services challenger brands as they ramp up.
We focus on outsourcing’s critical processes so our specialists and process experts can work quickly (and error-free) in the places they’ll have the greatest impact.
The strategies of winning the endgame are simple …
- Extensive onboarding
- Rigorous training
- Account management
- Long-term strategy ideation
- Rigorous yet flexible processes
- Comprehensive compliance
- Employee development, engagement, & retention
All these strategies unite into something greater than the sum of their parts—an offering that nurtures deep relationships with your customers, so you can grow with confidence.
