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Industry Research : CGI Survey Findings Confirm Urgency for Banks to Deliver Value-add Services and Evolve their Business Models

#contactcenterworld, @cgi_global

CGI (TSX: GIB.A) (NYSE: GIB) released a new report, "Today's Financial Consumer: Open for Business," covering the results of its 2017 Global Financial Consumer Survey. Now in its fourth year, the survey assesses and provides insights into how consumers view their primary financial service providers, along with what consumers want and expect from their providers in the future. This year's survey includes the views of 2,250 respondents across 9 countries.

Overall, the survey's findings show an increasing willingness among consumers to move to financial service providers that offer more value-add services, such as advice, rewards and personal finance management. The findings highlight the urgency for traditional banks to accelerate their service and innovation agendas to retain and grow profitable customer relationships in the face of increasing competition from nimble and innovative bank and non-bank competitors. Incumbent banks have an opportunity to accelerate innovation through partnerships with third-party providers, including FinTechs, as well as established technology firms, to take full advantage of new opportunities and rising consumer expectations.

Security remains a top concern for consumers, creating a competitive advantage for banks that invest in greater protection capabilities, as well as in building a reputation for security. Further, the survey confirms the growing opportunity for banks to provide a holistic channel strategy that brings together digital and personal services.


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Consumers remain interested in receiving new, innovative digital services, ranging from 33% who perceive value in robo-advice to 80% who are interested in services that enhance protection from fraud and identity theft. However, provider preference is shifting among consumers. While a majority of consumers still prefer to receive new services from their current primary bank, in just 12 months, there has been up to a 15% decline in the number of consumers who prefer to receive new services from traditional bank providers. More strikingly, the survey confirms that over half of respondents are open to using third-party service providers for everyday banking services such as "looking for advice on financial products" or "resolving a fraud or security issue."

Consumers continue to put a great deal of trust in traditional retail banks, with 61% holding them ultimately accountable for moving, storing and protecting their money. However, traditional banks face challenges as the banking marketplace becomes more open to new competitors, enabling non-bank financial providers to compete directly with incumbents. Incumbent banks face the challenge of protecting their margins from non-bank competition that operate with new business models, while bearing the costs of maintaining their traditional banking infrastructure. Further, survey findings indicate that consumers continue to hold traditional banks responsible for anything that goes wrong, even when they are using a third-party service provider.
Other key survey findings include:

- 73% of consumers are open to using a single bank account for all payments linked with a mobile app without having the option of using alternative accounts

- 40% of consumers don't mind where their money is stored as long as they have access

- 43% of consumers would rather have a single mobile payments service across accounts rather than one per account

Two out of three consumers feel they have lost a personal connection with their bank, yet two out of three consumers also feel long-term relationships with their banking partner is important. This dichotomy creates a significant opportunity for banks that are ready to pursue customer-centric strategies—strategies that combine relevant and personalized digital services with personal services through both in-person (branch) and remote channels (phone, video, and chat). The opportunity and urgency to respond is especially pressing given that more than half of consumers are willing to switch to new providers for value-add services.

"With the advent of open banking fast approaching, leading banks are leveraging their strengths in terms of customer access and trust while pushing into new innovative services through partnerships with third-party providers, including both FinTech startups and established technology firms," said CGI's Kevin Poe, Vice-President, Global Retail Banking. "Banks are increasingly relying on CGI to help them prepare for a digital-first future. Through partnership, innovation, and service excellence, CGI transforms legacy technologies and operations and supports bank in embracing the exciting opportunities that are revealed as they move towards truly customer centric strategies."

#contactcenterworld, @cgi_global

Posted by Veronica Silva Cusi, news correspondent
Source: CGI


About CGI Group:
Company LogoAt CGI, we are in the business of satisfying clients. For more than 35 years, we've partnered with U.S. defense, civilian and intelligence agencies to support their mission-essential needs at every stage of program, product and business lifecycle. As a global leader in information technology, our portfolio of services is customizable to meet the unique needs of our federal clients. We deliver end-to-end services and solutions including application management, infrastructure management, systems integration and consulting, business process services, and cloud computing.
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Today's Tip of the Day - Disability Laws

Read today's tip or listen to it on podcast.

Published: Wednesday, January 17, 2018

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2023 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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