The evolving digital landscape and uncertain economic climate have forced the financial services industry to sharpen their focus on improving customer experience, addressing tougher regulatory demands, tighter cost control, and transformation of legacy systems and processes. The emergence of non-traditional players with a stronger digital footprint, better omnichannel focus and a rapidly growing customer base is a huge threat to traditional financial institutions. Financial services transformation has to go beyond digitalization and process automation to deliver business outcomes using financial analytics. This will yield:
- A refined and omnichannel experience that customers buy into
- Better trustworthiness with tighter control on fraud and regulatory compliance
- Agile and a data-driven approach to operational effectiveness across the board
BRIDGEi2i helps financial services companies with analytical solutions including risk management solutions by leveraging the power of data science and AI technologies to drive better customer experience, improve sales effectiveness and ramp up governance and compliance processes, thereby accelerating organization wide transformation. We partner with some of the leading financial services companies in the world to help them improve sales performance, achieve growth through better customer experience and have complete visibility and control on fraud detection and regulatory compliance.
Data driven hyper personalization is at the core of enhancing customer experience, and therefore business growth, today. All companies invariably capture a plethora of data about their customer through multiple interaction points. Most, though, don’t harness all the data that gets captured. From historical buying pattern to app browsing behaviour, this data can be leveraged for a real time hyper personalized outreach.
BRIDGEi2i’s Marketing Personalization solution takes a holistic problem solving approach that underpins data engineering, machine learning algorithms as well as enterprise tech stack integration. Our proprietary solution accelerator in this area, BRIDGEPersonaTM, generates real-time adaptive hyper personalized recommendations, shortens time to deployment, with a solution architecture that is fully configurable to a bank’s need.
Personalized Recommendation Solution for a Leading Financial Services Firm
Customer Experience Watch Tower
Customers care about holistic or aggregated experiences across all touch points and channels. Most banks and financial institutions struggle to get an integrated view of customer experience given that channels of customer interaction and feedback such as call center, web portal, branch, mobile app, email and surveys exist in silos. In the absence of such a view, they are not able to identify issues or areas of concern that might potentially become escalations and thus need immediate attention and proactive action.
BRIDGEi2i’s AI powered Customer Experience Watch Tower enables banks and financial services institutions learn more about and proactively manage customer experience. It integrates customer conversation and feedback from across customer touchpoints into a unified view of VOC and customer sentiment. It uses advanced machine learning techniques to enable enterprises learn more about what the customer is thinking. It embeds BRIDGEi2i’s unique AI accelerator, the Watch Tower. The Watch Tower helps proactively identify customer issues that will get escalated as well as uncover underlying root causes, thus prescribing areas of mitigative action.
The Customer Experience Watch Tower equips the customer experience function drive change in business processes in a targeted manner to improve customer experience. It facilitates tracking customer experience trends associated with specific strategies and interventions. It also enables marketing and product functions track customer sentiment associated with new events such as a promotion, a new product launch or changes in product terms and attributes. The enterprise is thus able to make timely interventions to optimize customer experience, lower customer churn and drive customer loyalty.
The key solution components entail:
- Early warning system for alerts on issues causing negative customer sentiment and/ or high volume of inbound customer service connects
- Suggested areas of action that – based on the solution’s key driver analysis – enable proactive mitigation of negative customer experience
- Identification of customers that have high likelihood of imminent escalation
Improved customer satisfaction for global financial information provider
Digital Customer Acquisition
With an explosion in the number of channels and digitally savvy customers, marketers are grappling with problems around identifying the right channels for potential customers and aligning efforts to those channels at the right time with the right message. To sustain customer growth, the marketing function needs a systematic approach towards multichannel customer experience while ensuring optimal utilization of budgets.
BRIDGEi2i’s Digital Customer acquisition solution combines Data Science and AI powered recommendation and optimization accelerators to help Financial Services businesses develop a clear understanding of customer needs, prioritize marketing channels and provide personalized customer experiences. The solution provides a real-time monitoring and alerting system for contribution and impact of each digital channel and prescribes actions for decisions on optimum channel mix for achieving marketing outcomes.
Optimizing Marketing Budget Allocation for a Leading Financial Institution
Fraud & Compliance
Fraud prevention & compliance are now seen as two of the most important priorities for Chief Risk officers. Both Fraud and non compliance can cause serious financial damage and put the company’s credibility at risk. A structured risk management thought process can help optimize cost, address risk and compliance and improve trust among customers and regulators.
BRIDGEi2i’s AI-powered Fraud & Compliance solution helps companies evaluate risks through the customer life-cycle and build strategies to manage exposure. Our solution uses proprietary algorithms to mine transactional data to identify opportunities for proactive risk intervention, detect fraud and recommend the most appropriate actions to reduce loss.
Fraud Monitoring and Prevention for a Leading US Bank
Understanding customer payment behavior is crucial to the financial health of Financial Services companies. With economic uncertainties still prevalent, and tighter regulatory norms coming into play, delinquency rates are rising, giving the collection department all the reasons to lose their sleep in the form of overdue payments, unpredictable financial visibility, and potentially painful write-offs. Efficient risk management solutions can be employed to control delinquency while delivering improved customer experience and maintaining high standards of regulatory compliance.
BRIDGEi2i’s Collections effectiveness solution leverages its proprietary recommendation engine to help Financial Services companies identify patterns around propensity of customers to make timely payments and build a delinquency based collection strategy; focus more on higher risk customers while giving lower risk customers the benefit of time, resulting in higher collections with a better customer experience, that too at a much lower cost.
The last decade has been a rough phase for Financial Services companies; there is a big push for better transparency, effective governance and tighter compliance to rebuild trust and confidence among customers and regulators. Chief Risk Officers today are extremely focused on regulatory compliance, model governance, and an optimal risk management strategy to drive predictability in earnings and build trust with regulators..
BRIDGEi2i’s M² is a flexible, end to end, Model Governance and Monitoring solution that provides complete control and visibility over model performance and health with in-depth monitoring metrics for evaluation. M² effectively incorporates governance work-flows to manage models across its entire lifecycle from development to retirement. BRIDGEi2i also provides Model Validation as a holistic service across all phases of the model development and management lifecycle.
The dynamics of the ever-changing business environment, the evolution of the workplace and generational shifts in organizational culture have pushed HRs to reconsider traditional employee engagement strategies.
BRIDGEi2i’s AI-powered Employee Engagement solution provides real time visibility for key metrics and delivers actionable insights to help HR organizations bring science to talent acquisition, resource management, and employee engagement.
Employee Engagement Monitoring for Global IT Services Company
BRIDGEi2i Delivers the AI Advantage in Analytics
The adoption of AI has been on an upswing in the Financial Service Industry and probably at a much faster pace compared to other industries. From customer service chatbots to automated fraud detection & regulatory compliance and product recommendations, AI has been at the core of digital transformation for Financial Services. BRIDGEi2i’s AI-powered solutions help Financial Services clients understand customer behavior and personalize experiences for them, thereby driving revenue growth through the right product recommendations, deployment of intelligent Fraud & compliance systems and building a data-driven collections strategy.