21-07-2018
Market research shows that financial institutions all over the world focus on Customer Experience, and companies measuring ROI with CX not only record a 50% increase in satisfaction and loyalty of their customers, but, above all, an increase in sales and greater lead conversion. In an era of increased cybercrime, security is becoming a priority for bank branches, and experts are wondering where the balance between optimum security and customer-friendly Customer Experience lies. Does this mean that we have to give up usability, while frauds generate losses of $70 billion, and traditional methods, such as passwords or PINs, no longer guarantee sufficient protection? The solution is to use biometric video identification, which immediately translates into an increase in Customer Experience and business growth.
Customer Experience increasingly determines the success of a brand. It has an impact on company’s growth indicators, such as, revenue value, transaction completion time or individual results of managers. A survey conducted in 2018 among the world's largest companies operating in the financial sector shows that 93% of ROI-measuring organisations confirm that, thanks to the implementation and monitoring of Customer Experience activities, customer satisfaction indicators or NSP (Net Promoting Score) have increased, and 50% of organisations have also recorded an increase in revenues. In business, it is not just the growth of sales that counts. The point is to do it wisely. It should be remembered that in the banking sector, the race is on. And this race is about winning the customer, his trust and loyalty. Speed is the driving force behind sales. The speed of customer service, the speed of reaching the customer or, finally, the speed of authorisation.
It is particularly important for banking institutions to have a tool that will provide a real guarantee of prompt service with high effectiveness in detecting fraud attempts. Document reliability analysis and identity document verification are time-consuming processes and are therefore turning points in this race. The answer is biometric video verification, which guarantees meeting the highest security standards while maintaining high standards of service expected from banking institutions. Customers are guaranteed confidentiality and protection of their data and can conveniently perform financial operations in a short time. This is particularly important in view of the growing number of cyber frauds and the prospect that, by 2020, as many as 75% of companies that use multiple channels of communication with their customers will have suffered losses caused by cybercriminals. At the same time, only 30% of companies will use integrated, multi-channel solutions that will effectively influence fraud detection and prevention.
Click here to download the full article published in the Safe Bank Report by “Gazeta Finansowa”