Customer service of the future, today: towards a more human digital and a more digital human. Qorus-Infosys Finacle Banking Innovation Awards 2024
BrazilCategory
Reimagining the Customer ExperienceKeyword
Customer service, Digital channels & Omnichannels, Data
Innovation presentation
Inspired by our customers' needs and how we could be facilitators in their lives, we began the hybrid construction of digital and human journeys, with intensive use of data and models to predict our customers' behaviors.
In a High state of competition market, we created a more human digital service and a more digital human service, taking our customer-centric culture to all journeys and partners.
The initiative resulted in a 7 pp. increase in the share of digital services, a 126% increase in the total number of proactive interactions, and a 93% increase in overall interactions with customers, as well as a 5 pp increase in the NPS of the service. It also brought a 55% reduction in unit cost, with greater digitization and efficiency. Regarding the competition, we closed the NPS gap over the last 3 years, in addition to securing the first place in the "Modern Consumer", "CONAREC", and "Reclame Aqui" awards in 2023.
Interested in learning more?
Qorus has a library of almost 8,000 innovation case studies across critical areas like customer experience, sustainability, marketing & distribution and more that can be used to inform your decision-making.