Customer experience (CX) is a key differentiator across many industries; particularly, in banking. CX platforms provide banks with insights into customer behavior, preferences and pain points. By analyzing customer data, banks can identify opportunities to improve their products, services and overall customer journey.
Banco PAN, a commercial bank headquartered in São Paulo, Brazil, offers a range of financial services, including consumer loans, payroll deduction loans, credit cards, insurance products, leasing and group financial activities. The bank has a strong focus on digital innovation and knew it had to enhance its customer experience to reach a wider customer base through its online and mobile banking platforms if it wanted to stay competitive within its market.
That is why Banco PAN selected NICE CXone.
NICE is a provider of AI-powered software solutions for enterprise CX. The company's suite helps businesses improve customer interactions across all channels, including voice, chat, email and social media.
NICE CXone is a cloud-based CX platform that provides organizations with a unified view of customer interactions. This allows them to gain insights into customer behavior, identify areas for improvement and optimize their CX strategies.
The platform's AI capabilities, such as natural language processing and machine learning, enable automated tasks, personalized interactions and predictive analytics. NICE CXone is designed to help businesses deliver exceptional customer experiences, increase customer satisfaction and drive business growth.
“Understanding the full customer journey is key to providing exceptional CX,” said Dan Belanger, President, NICE Americas. “NICE’s award-winning CXone platform allows businesses to operate with a solution that can allow them to be one step ahead when it comes to customer experience.”
By implementing NICE CXone, Banco PAN gained the ability to swiftly pinpoint operational problems and streamline its processes. This led to an improvement in customer satisfaction, as evidenced by a 25% increase in first-call resolution and a 20% reduction in operational costs. Additionally, system reliability improved by 7%.
To further enhance the customer experience, Banco PAN developed custom integrations and automations that enabled self-service options. The bank’s flexibility to adapt these options over time ensured a continuously improving customer journey.
NICE CXone also allowed Banco PAN to coordinate with multiple BPO providers more efficiently for a more dynamic and optimized allocation of resources.
“NICE CXone has helped us meet our primary goals to provide better and faster answers to our clients and to quickly address problems identifying evasion risks and negative sentiment than can generate customer friction,” said Cesar Ribeiro, Executive Superintendent of Customer Service and Operations, Banco PAN. “Instead of needing days or weeks to identify and solve problems, we can coordinate the contact center, IT and product teams to fix issues in a matter of hours, and as a result we reduced call abandonment by half.”
As evident by Banco PAN, NICE CXone can be a valuable investment for businesses seeking to enhance their customer experience. However, the suitability of NICE CXone depends on specific business needs and budget constraints. It's essential to evaluate the platform's features, scalability and pricing to determine if it aligns with your organization's goals and requirements.
Edited by
Alex Passett
