OvationCXM

💡 Commercial banking relationship managers are stretched thin. Being part sales expert and part account coordinator is no easy job - especially with a growing client portfolio and an expanding menu of products that often require third-party providers. It's a lot to keep up with. Add to that... According to Boston Consulting Group, RMs spend 60% of their time on administrative tasks. Stealing bandwidth needed to grow relationships to their full potential. The result? 👉🏽 Banks capture just 70% of a client’s potential business. 👉🏽 Nearly 10% of clients churn each year. The key to reversing this trend? Give your bankers more access to product knowledge and customer information without sending them searching for it across different systems, email threads or phone queues. Empower relationship managers to focus on building relationships and driving value for their clients - that leads to positive impacts on customer relationships and of course, the bottom line. OvationCXM #CEO and founder Alfred Kahn discusses the importance of unifying customer information as well as overall banking, CX and technology trends in our CEO catch-up: https://lnkd.in/gWpB6_F4 #financialservices #data #customerexperience #banking #merchantservices #Ovationcxm

2024 has been quite a year! All of us at OvationCXM wish you a very Happy New Year, and we look forward to what's ahead in 2025.

💬 "Having the equivalent of open banking for #CX data—where information is fed back to the bank—is becoming critical. This is the enabling infrastructure for AI-driven analytics and customer health metrics." - Alfred Kahn, CEO of OvationCXM 🌟 In 2025, the customer experience landscape will focus on replacing reactive support with more proactive, data-driven insights. #Banks that can harness real-time CX data from data stores scattered across their business ecosystems will have a jump start on that transformation. What are the real-world benefits of unifying CX #data? 🔹 Uncover customer churn risk before it happens. 🔹 Remove data silos between your departments and third-party partners. 🔹 Apply #AI to find out how to simplify customer journeys from point A to B. 💡 How is your organization preparing to use CX data? How will you integrate this valuable data into your AI strategy? What are the obstacles? Watch Chip’s full #Q&A and discover trends shaping banking and CX in 2025: https://lnkd.in/eXAy5uY5 #banking #financialservices #transformation #OvationCXM #CXM #customerjourney

Coding. Video editing. Educating. 🎬 Studying taekwondo. 🥋 Working with youth in aviation. ✈️ Amy Augar, OvationCXM's Terminal Support Engineer, does it all! Meet Amy, and find out why she's a rockstar for TeamOvationCXM! #rockstar #MeetOvationCXM #customerexperience #customersupport

What are leading marketers planning for 2025? 💡 Find out in this Forbes Communications Council article, which features OvationCXM's head of marketing Sherri Schwartz! 👇🏼 https://lnkd.in/g5PheNMq #digitaltransformation #CX #CXM #customerjourney #b2b #OvationCXM OvationCXM #marketing #fintech

Have a joyful and relaxing holiday season with those that mean the most to you.

Customer journeys: Do they even matter anymore? 🧐 You might be tempted to say "no." After all, customers rarely follow a neat, linear path today. 🧭 BUT... here’s the thing: If your only goal in mapping customer journeys is to push clients faster down YOUR preferred path, you’re leaving revenue and loyalty on the table. 💡 The real power of customer journey mapping? 💪🏽 It helps you uncover the friction and frustrations that slow customers from onboarding or using your product easily. You might be amazed at how hard it can be at times for customers to engage with you —and how much business you may be losing as a result. Once you uncover that, you can: ✅ Build more seamless experiences that work for your customers - and for you ✅ Adapt journeys to new expectations without waiting for updates or IT ✅ Drive loyalty and 📈 by making it easy for customers to go from point A to point B Customer journey mapping isn’t just about directing customers; it’s about removing any obstacles so your service and support are efficient and effective. Read more about journey orchestration using #AI: https://lnkd.in/gA7vzRN8 #OvationCXM #digitaltransformation #CXM #customerjourney #financialservices

🔥 Over 57% of banking executives say they can't reconcile customer information from different systems into one unified view. That means different teams and departments see the customer differently vs. understanding their full relationship. 🔥 Customer information is stored and often hidden in different silos—within internal bank systems and in vendor/partner systems across the business ecosystem. It's not a mere inconvenience; it’s technology debt that's stalling innovation. 🚦 The solution: A data orchestration layer. As our CEO Alfred Kahn explains, unifying disparate customer data creates one more complete view of a customer that's shared by multiple teams and organizations so you see them in totality - all of their activity, conversations, support tickets, product onboarding, and servicing needs. By overlaying an orchestration layer across all of the different people and systems in an ecosystem, banks can: • Unlock actionable insights buried in data with AI. • Identify the effectiveness of any step in a workflow or customer journey and adjust it on the fly before losing customers. • Provide more seamless customer support throughout the lifecycle by having customer information in one place, no toggling between screens or searching email threads. It’s more than open banking; it’s open CX data—and it’s becoming critical for operational excellence and achieving ROI with #GenAI. 👉 Hear more from our #CEO about solving this pressing issue and reshaping customer experience in banking: https://lnkd.in/eXAy5uY5 #CustomerExperience #BankingInnovation #DataOrchestration #TechnologyDebt #CXTransformation #Fintech #Leadership

💡 AI in Banking: A Balancing Act Between Innovation & Risk 💡 What's next for AI use in banking? Our CEO and founder Alfred Kahn sat down for a Q&A on how #banks are navigating AI in customer experience. 👉🏽 His main point: banking is broad, so different segments are going to use AI differently. Chip shared some #predictions: • Top 5️⃣ - 6️⃣ banks: These industry leaders are pushing ahead with proprietary AI models, relying on substantial resources to innovate internally. Those they partner with will need to bring something distinctive to the table. • Mid-tier banks: Many are still figuring out compliance frameworks and needed guardrails. Use cases that use AI solutions to support internal teams rather than customer interactions offer value with less risk. • Community banks: The challenge here is balancing AI with the core value of community banks = personalization. It remains to be seen how they will view solutions like #chatbots, which offer potential for operational efficiency and support cost savings but may not provide the personalized touch they are known for. 🔍 Want to hear more from Chip on the evolving role of #AI in #banking? Watch the full interview here: https://lnkd.in/eXAy5uY5 #CustomerExperience #CommunityBanks #Financialservices #Innovation

“AI has taken all the oxygen out of the room, but digital transformation is about MUCH MORE than AI.” – Alfred (Chip) Kahn, OvationCXM CEO and founder 💥 There. We said it! 🤖 There is significant work still to be done to update systems and frameworks in order to fuel innovation and use AI. In his new interview, Chip discusses the pressing need for #banks to embrace digital transformation beyond #AI. From improving customer #onboarding to streamlining operations, he highlights how to drive efficiency and better outcomes. 🎬 Watch the full interview here: https://lnkd.in/eXAy5uY5 #DigitalTransformation #CustomerExperience #BankingInnovation #financialservices #CXM #OvationCXM