Xiao M is the manager of the wechat official account of a large state-owned bank in China. He found that millions of users checked the account balance every day, but the open rate of the content pushed to read was only 0.8%. The leader said that he caused a waste of marketing resources, which was really Alexander. Now, little M's heart problem has been solved, there is a sharp tool to help the bank marketing content to achieve open rate from 0.8% to 99%, the conversion rate is up to 30%! How on earth can such a great promotion be achieved?
Recently, the Digital Transformation Strategy Conference of China's commercial banks was grandly held in Shanghai. Nearly 300 industry colleagues from commercial banks and related institutions attended the conference. Based on different business positions, development stages and characteristics, guests from regulatory agencies, state-owned big banks, joint-stock banks, large urban commercial banks and rural commercial banks, based on practical practice, As a leading enterprise in the field of intelligent services and cloud computing applications, Infobird was invited to participate in the conference and presented its new customer service concept, offering a solution for the digital transformation of commercial banks' customer service.
After the modern banking industry has experienced several iconic stages of electronic banking, network banking and mobile banking, the whole industry has ushered in the 4.0 era -- the digital era; The market demand is changing, the financial service model is constantly innovating, the digital transformation of traditional banks is imperative, and digitalization will become the most important strategic focus of the banking industry in the next stage. The digital storm brings opportunities to the banking industry, but also brings new challenges. Customer Interaction Hub (CEH) also came into being. CEH is a kind of intelligent customer interaction service. Centering on customer interaction hub and supported by innovative technologies such as big data, cloud computing, artificial intelligence, blockchain and encryption technology, CEH provides omni-channel customer experience and strongly promotes business operations. So what is the customer interaction hub and what value enhancement can it bring to commercial banks?
Mr. Yang Yu, Executive Vice President of Infobird Software, delivered a keynote speech entitled "Digital Heart, Interactive Hub of Infobird Customer" on this topic. Mr. Yang explained that the Customer Interaction Hub (CEH) is an architectural framework that tightly integrates multiple systems to attract enterprise customers in an optimal way. CEH allows personalized, contextualized customer interaction through pure human, human agents, or sensors across all interaction channels. CEH reaches and connects all parts of the enterprise, allowing for synchronization of marketing, sales, and customer service processes, for example. The value of the Customer Interaction Hub (CEH) is to:
Build consistency in the customer experience.
Enhance customer business drive.
Meet policy compliance requirements
Ensure consistency between business design and business execution
Supervised learning based on business goals, and cyclic improvement drive strategy.
Many foreign commercial bank cases have also verified the effectiveness of CEH, among which the most representative one is KBC Bank of Ireland, which has a history of more than 40 years. In today's digital revolution, it vigorously builds mobile applications of banking business around CEH, and has achieved remarkable results. Relying on CEH's big data platform, we subdivide customers and deliver highly customized content, with a 99% open rate and 30% conversion rate of accurate matching results.
Mr. Yang Yu said that the customer interaction hub of Shinebird is to focus on customer needs, actively carry out new technology research and financial technology innovation, improve operation efficiency, reduce comprehensive cost, comprehensively gain insight into customers, accurately design different kinds of bank business products, and construct a business model with the characteristics of a virtuous cycle of the ecosystem.
Gartner predicts that by 2020, 60% of Chinese companies in the Global Top 500 will have built CEH themselves without going through a professional vendor, in an attempt to expand the functions of their customer service centers, support Chinese social media such as wechat and Weibo, and support online community based interaction. However, Only about 5 per cent can achieve their goals on their own technology. To cooperate with professional CEH solution providers and complete the construction of CEH under the assistance of professional technical forces will be the first choice of enterprises.
In the big wave of enterprise digital transformation, traditional call center services and traditional marketing can no longer meet the growing needs of enterprises to interact with customers. Beijing Inbird Software will play a strong technical solution ability in the field of customer interaction hub (CEH), and realize the cooperation between marketing, sales, customer service, logistics and other departments. Achieve customer goals and create greater value in the coordinated cross-channel customer experience, so that the little M of each bank will no longer have a headache!
