One of the main events at the Bank Customer Experience Summit is the BCX Awards, which honor innovators in customer experience technology and tools in the space. This year was no exception, as the event was jointly held in
Of those nominated, judges carefully selected three winners this year, with one being declared Innovator of the Year. Those awarded include:
America's Credit Union for CX Excellence .Citizens Bank for CX Excellence .Bank of America as Innovator of the Year.
America's Credit Union
Nominated by
As a result,
The JunXion included a variety of services such as a teller cash recycler that was able to cut operational costs by automating cash counting, along with three digital signage displays to provide information for clients. It also provided an office space for meetings with clients.
These micro branches can be deployed in as little as 18 weeks.
"DBSI has helped us to realize our brand, our vision and define the blueprint for our retail experience. Our partnership with DBSI has well-positioned us for success and growth for years to come,"
Citizens Bank
Nominated by
The bank designed this process to handle the often long wait times for HELOC, with an average turnaround time of more than 50 days. Many times, customers do not know the credit decision, rate or line amount until later in the process.
"The Citizens FastLine portal also includes alternate pathways for customers who do not qualify for a pre-approved offer, further increasing the population that can be served by this superior, low documentation experience.
The solution uses historical data, modeled income and stated income to triangulate user's gross annual income and deliver the right offer for them. In the future,
Bank of America
Lastly,
It earned this honor for its Financial Health Framework which aims to accomplish the following:
- Simplify finances through transparent products and services.
- Provide spending tracking, goal setting and financial security tools.
- Deliver expert advice.
- Make managing finances easy to learn.
- Provide help to clients during significant events.
For each of these aims,
Lastly, the bank dedicated itself to help during significant events such as natural disasters through its partnership with the
"Creating our Financial Health Framework was only the beginning. We receive 1.1 million survey responses monthly through our industry-leading client feedback program, Voices," Wright said in the nomination. "Along with data from our 44 million active digital users, we understand actions our clients take throughout their relationship with us. These insights are continuously evaluated to inform and enhance our ability to better support our clients along their financial health journey."
For this solution,
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