NICE Satmetrix Selected by Financial Services Company Midland States Bank to Build a Unified Customer-Centric Culture with a ...
October 21 2020 - 6:30AM
Business Wire
Midland States Bank leverages NICE Satmetrix to
unify growth strategies around comprehensive CX insights
NICE (Nasdaq: NICE) today announced that Midland States
Bank, a wholly-owned subsidiary of Midland States Bancorp, Inc.
(Nasdaq: MSBI), has selected NICE Satmetrix to unify its growth
strategies, culture, and operations around its mission to continue
a customer-centric culture. Having grown rapidly through
acquisitions, while representing a diversified portfolio of banking
services and financial products, Midland supports a wide variety of
customer segments across locations, product and service
touchpoints. Company leadership quickly recognized that in order to
build a visibly unified customer-centric culture, they needed a
holistic Voice of the Customer (VoC) solution.
Through an extensive selection process, NICE Satmetrix was
identified as the right partner to provide three key strengths
needed to evolve the customer focus for Midland:
- A best in class solution that drives real-time, holistic data –
NICE Satmetrix VoC solution combines direct, indirect, and
operational feedback to provide a comprehensive view of the
holistic customer journey.
- Targeted, actionable insights that power business results – The
solution brings the ability to filter data into meaningful actions
that are tuned to the right roles, to keep customer feedback at the
forefront of daily operations.
- Flexible, adaptive tools that empower strategic agility – NICE
Satmetrix enables users across the organization to quickly take
action with self-service customer experience management tools - to
close the loop, prevent attrition, and adapt to customer needs in
real-time.
“The NICE Satmetrix solution unifies all technology elements
needed to meet the needs of our bank, but it was the team’s passion
and precision that really fueled the partnership,” said Aaron Rios,
Director of Operations, Midland States Bank. “With the dedicated
support of the NICE Satmetrix team, we have already identified
several customer service themes, and are making quick tactical
adjustments that help to drive the customer experience
transformation that is so important during our rapid growth.”
“NICE Satmetrix is excited to partner with Midland States
Bancorp in support of a unified culture of customer centricity that
inspires exceptional products and services,” said Barry Cooper,
NICE Enterprise Group President. “We deliver the flexibility needed
to measure and quickly act on customer insights across the complete
customer journey, driving holistic experience transformation,
business results, and competitive advantage.”
NICE Satmetrix gives enterprises the power to unlock the value
of CX data and insights – across the holistic customer journey from
the contact center and beyond – to increase customer satisfaction,
loyalty, and advocacy and reduce customer churn. NICE Satmerix is a
holistic, unified, and integrated Customer Experience Management
(CEM) solution that delivers actionable customer experience
insights that are dynamic, predictive, and prescriptive to roles
across the organization. NICE Satmetrix co-founded NPS and built
its complete solution from the ground up to operationalize customer
feedback insights all along the customer journey.
About Midland States Bancorp, Inc. Midland States
Bancorp, Inc. is a community-based financial holding company
headquartered in Effingham, Illinois, and is the sole shareholder
of Midland States Bank. As of June 30, 2020, Midland had total
assets of approximately $6.64 billion, and its Wealth Management
Group had assets under administration of approximately $3.25
billion. Midland provides a full range of commercial and consumer
banking products and services, business equipment financing,
merchant credit card services, trust and investment management, and
insurance and financial planning services. Midland also provides
servicing of multi-family and healthcare facility FHA loans. For
additional information, visit https://www.midlandsb.com/ or on
LinkedIn at
https://www.linkedin.com/company/midland-states-bank.
About NICE NICE (Nasdaq: NICE) is the world’s leading
provider of both cloud and on-premises enterprise software
solutions that empower organizations to make smarter decisions
based on advanced analytics of structured and unstructured data.
NICE helps organizations of all sizes deliver better customer
service, ensure compliance, combat fraud and safeguard citizens.
Over 25,000 organizations in more than 150 countries, including
over 85 of the Fortune 100 companies, are using NICE solutions.
www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking Statements This press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Mr. Cooper, are based on
the current beliefs, expectations and assumptions of the management
of NICE Ltd. (the “Company”). In some cases, such forward-looking
statements can be identified by terms such as “believe,” “expect,”
“seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,”
“plan,” “estimate,” or similar words. Forward-looking statements
are subject to a number of risks and uncertainties that could cause
the actual results or performance of the Company to differ
materially from those described herein, including but not limited
to the impact of changes in economic and business conditions,
including as a result of the COVID-19 pandemic; competition;
successful execution of the Company’s growth strategy; success and
growth of the Company’s cloud Software-as-a-Service business;
changes in technology and market requirements; decline in demand
for the Company's products; inability to timely develop and
introduce new technologies, products and applications; difficulties
or delays in absorbing and integrating acquired operations,
products, technologies and personnel; loss of market share; an
inability to maintain certain marketing and distribution
arrangements; the Company’s dependency on third-party cloud
computing platform providers, hosting facilities and service
partners; cyber security attacks or other security breaches against
the Company; the effect of newly enacted or modified laws,
regulation or standards on the Company and our products and various
other factors and uncertainties discussed in our filings with the
U.S. Securities and Exchange Commission (the “SEC”). For a more
detailed description of the risk factors and uncertainties
affecting the company, refer to the Company's reports filed from
time to time with the SEC, including the Company’s Annual Report on
Form 20-F. The forward-looking statements contained in this press
release are made as of the date of this press release, and the
Company undertakes no obligation to update or revise them, except
as required by law.
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version on businesswire.com: https://www.businesswire.com/news/home/20201021005370/en/
Corporate Media Contact Christopher Irwin-Dudek, +1 201
561 4442, ET chris.irwin-dudek@nice.com Investors
Marty Cohen, +1 551 256 5354, ET ir@nice.com
Yisca Erez +972 9 775 3798, CET ir@nice.com
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