Top Financial Services Organizations Choose Qualtrics to Enhance Experience Management, Operational Efficiency and Revenue Growth
August 01 2022 - 8:30AM
Business Wire
Qualtrics (Nasdaq: XM), the leader and creator of the experience
management category, today announced that some of the world’s top
financial services organizations, including Lloyds Banking Group,
M&T Bank and PNC Financial Services Group, selected Qualtrics
solutions in the second quarter of 2022 to deliver standout
experiences for customers and employees.
“With so much uncertainty around us, it is exciting to see more
and more brands use our industry-leading platform to help meet key
business challenges, including the need to: improve operational
efficiency, drive retention and cross-sell, increase employee
engagement and deliver distinct omni-channel experiences that
customers and employees have come to expect,” said Dmitry
Binkevich, global head of financial services at Qualtrics.
"Experience is truly the new competitive advantage across financial
services, and it is gratifying and humbling to see so many
household names in our industry choose the Qualtrics XM Platform™
to transform experience management to better serve customers and
employees through periods of economic tightening and growth
alike.”
According to recent Qualtrics research, 65% of financial
services customers have had to switch between two to three
different channels (live chat, phone, in-person) to resolve their
issue. Such high levels of friction push unnecessary cost into
operations, at a moment in time when financial institutions are
looking for expense reduction and efficiency. At the same time,
customers today increasingly expect more ease and greater
personalization in their financial relationships, even as they
transact across channels to suit their preferences. In the current
macroeconomic climate, it is critical that financial institutions
are able to understand the drivers of failed customer experiences
so they can optimize processes and operate efficiently in a tightly
controlled regulatory environment.
The Qualtrics XM Platform already helps over 800 of the world’s
leading financial institutions make every customer and employee
interaction an opportunity to identify experience gaps across
channels. With XM Discover, leaders in financial services can
harness unstructured data sources - across emails, complaints, chat
logs, speech-to-text, surveys and more - to understand the root
causes of customer satisfaction and employee engagement, and
automatically recommend actions to drive greater conversion and
retention, helping to improve brand loyalty and share of
wallet.
In the second quarter, the following financial services
organizations chose Qualtrics to create more human-centric
experiences that better serve customers and employees:
Lloyds Banking Group (LBG), the largest UK retail and
commercial financial services provider, extended its relationship
with Qualtrics to improve operational efficiency and help customers
facing financial difficulty. With customers facing increases in the
cost of living, driving efficiency and having a real-time view of
customer challenges will enable LBG to adapt and better serve its
customers. LBG will use XM Discover to understand why customers are
calling, improve compliance and ultimately offer a better
experience to its customers.
As a purpose-driven community bank with approximately 1,000
branches and 22,000 employees, M&T Bank (M&T) knows
that listening to employees and empowering them to make a
difference in their communities is key to the success of its brand,
as it grows and adapts to increasingly digital industry standards.
Following its recent acquisition of People’s United Bank, M&T
expanded its existing Qualtrics CX program with Qualtrics EX™
solutions. By approaching experience management holistically across
customers and employees, M&T aims to better address employee
needs so they can continue to focus on delivering exceptional
customer service and help their communities thrive.
The PNC Financial Services Group, Inc. (PNC) is one of
the largest diversified financial services institutions in the
United States, organized around its customers and communities. PNC
is building on its storied reputation of delivering exceptional
financial experiences by expanding its existing Qualtrics program
with both CX and EX solutions to transform and futureproof the
bank’s approach to experience management. Recognizing how
intertwined customers and employees are to the bank’s outcomes, PNC
will use Qualtrics to understand what matters most to its
stakeholders to create a high-opportunity workplace that attracts
and retains top talent while enabling employees to deepen customer
relationships by delivering a superior banking experience and
financial solutions.
For more information, visit
www.qualtrics.com/financial-services.
About Qualtrics
Qualtrics, the leader and creator of the experience management
category, is changing the way organizations manage and improve the
four core experiences of business—customer, employee, product and
brand. Over 16,750 organizations around the world use Qualtrics to
listen, understand and take action on experience data (X-data™)—the
beliefs, emotions and intentions that tell you why things are
happening, and what to do about it. The Qualtrics XM Platform is a
system of action that helps businesses attract customers who stay
longer and buy more, engage employees who build a positive culture,
develop breakthrough products people love and build a brand people
are passionate about. To learn more, please visit
qualtrics.com.
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Media Contact: Geraldine Lim press@qualtrics.com
951-318-3494
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