This Finserv customer keeps CX at the front and center of their offering by employing over 8000 customer service agents located across the continental US and available 24×7. These agents handle queries phone and digital channels.

Their first foray into digital customer service was in 2006 when they launched live chat support on the website. Although live chat was well received by their customers, their Director of Digital Customer Service and team felt they could do even better.

The finserv industry is undergoing a radical shift driven by mounting regulations, changing business models, and razor-thin margins. And as if these challenges were not enough, the emergence of new-age FinTech companies like Apple Pay and Google Pay have disrupted the way consumers perform transactions, resulting in fickle customer loyalty. A study from Bain & Company reports US customers rank disruptors like PayPal nearly as high as banks for trust with their money. This has forced traditional institutions to rethink the way they do business.