Call center analytics: Mining the power of data

Digital Reinvention
03/08/2023 Study

Emirates NBD is making significant investments to transform itself into a leading Data and Analytics driven Bank. Advanced analytics is being systematically applied to optimize processes, introduce innovative business practices, products, and services, and to fundamentally disrupt the status quo. This board-sponsored, wholeof-bank initiative is part of ENBD’s response to the transformative disruptions sweeping through the financial services industry as a whole. Technology advances, new market entrants, and business model innovations are enabling a dramatic shift from traditional one-size-fits-all service/product-centric banking to highly customized customer-centric banking. This is a difficult journey for traditional banks – fixed organizational structures, established business processes, and in most cases legacy technology needs to be retrofitted to deliver customer-centric banking.

The study described in this paper demonstrates how advanced analytics operating on existing data assets can enable a critical shift from “call servicing” to “customer servicing” in a long-established customer care function. This seemingly subtle change in focus generates valuable customer intelligence which can in turn be used to drive digital adoption, generate new revenues, and increase customer satisfaction.

Banks have vast stores of highly valuable data assets. The speed and degree to which institutions can apply advanced analytics to safely drive measurable and enduring business value from these data stores will be a key determinant of the winners and losers in what is a fast changing financial services landscape.

Download study

Related news & insights

Open Finance
29/09/2023 Interview

NewTech Friday: Muinmos – Automatizing the whole onboarding chain

Remonda Kirketerp-Møller, Founder & CEO of Danish regtech firm Muinmos, presents the firm and its platform that delivers unmatched onboarding...

Digital Reinvention
28/09/2023 Article

Navigating blue oceans

When it comes to competition, the concept of blue ocean is regularly discussed. In this article, Fatih Ogun will list...

Digital Reinvention
28/09/2023 Video

Top 3 trends that are shaping the innovation agendas for banks globally

Puneet Chhahira, Head of Product Management and Marketing at Infosys Finacle, shares insights from the 'Innovation in Retail Banking 2023'...

Open Finance
27/09/2023 Interview

Atlantic Money: Fixing international money transfers

Neeraj Baid, CEO and Co-Founder of Atlantic Money, tells us more about their mission to provide the most simple and...

27/09/2023 News

Renewal of the partnership between MG Motor and Crédit Agricole Consumer Finance

In an exciting development for the automotive industry, MG Motor has officially renewed its partnership with Crédit Agricole Consumer Finance...

Digital Reinvention
27/09/2023 Video

What’s happening in the banking industry and where banks need to go in the future

Jim Marous presents the main findings of the report 'Innovation in Retail Banking 2023' by Qorus and Infosys Finacle. According...

Digital Reinvention
26/09/2023 News

BforBank reinvents itself, pioneering a new era in online banking

This Crédit Agricole Group subsidiary is undergoing a transformation and introducing a groundbreaking value proposition.

25/09/2023 Interview

Mercedes-Benz's integration of ChatGPT: Revolutionizing in-car experience and exploring new avenues

Magnus Östberg, Chief Software Officer at Mercedes-Benz AG, delves into the role of ChatGPT and the exciting possibilities it brings...