KeyBank is known as a market leader in customer-centricity, but it was struggling with the performance of its merchant services business line. Jon Briggs, the bank's EVP of Commercial Payments, wanted to uncover why customers were running out the back door. That required finding and solving for hidden friction in the customer journey.
This white paper describes this CX success story, in which KeyBank transformed its merchant services operations from a cost center to a revenue driver in just 13 months, through a collaboration with OvationCXM.
This white paper will walk you through:
• Why digital transformation hasn’t fixed customer experience so far.
• Why banking-fintech providers have made it harder to deliver great CX consistently.
• Common challenges in financial services customer service delivery.
• How KeyBank diagnosed its merchant services CX problems and what it found.
• How CXM technology filled the gap in KeyBank’s legacy systems
• KeyBank today - and what’s next.