Question 1

What are some ways that you can improve the infrastructure supporting compliance to better serve customer-centric experiences?

Accepted Answer

One of the reasons that delivering compliance can be a challenge for customer-centric experiences is that the underlying infrastructure needs improvement. Take for instance, telephone agents that are required to recite lengthy, unengaging compliance scripts or send physical documents that customers must sign and return. This disrupts and causes customers to abandon support experience and organizations all together.
To provide a consistent customer experience across channels, our team can centralize customer data and eliminate redundant data entry. This not only helps organizations efficiently meet regulations such as Know Your Customer and Customer Due Diligence, but it also enables seamless, trustworthy customer journeys. By integrating core systems and channels, both agents and customers can access all account information in one place, resulting in faster approval processes, improved risk identification, and greater personalization to meet customer needs.

Question 2

How do you improve the customer experience while also meeting compliance requirements?

Accepted Answer

Transformation requires teamwork. When responsibility for customer journeys is spread across disconnected teams that are unfamiliar with working together, the customer experience will inevitably be fragmented. To bridge the gap between streamlined journeys and compliance, we bring together various functions to establish shared objectives. By taking a comprehensive view of how journeys are functioning, we can identify the goals of each jurisdiction and ensure that they are achieved without compromising the customer experience or other goals. This shared responsibility across your teams will help ensure compliance and a positive customer experience.

Question 3

How can you improve trust with customers?

Accepted Answer

A recent study found that 86% of respondents believe transparency to be more important than ever, yet only 32% of global consumers trust that their primary financial services provider is transparent about fees and charges. To build trust with customers and avoid the perception that short-term profits are prioritized over their needs, we build workflows to proactively communicate with customers, addressing their questions and concerns before they arise. In the post-financial crisis era, regulators aim to ensure that markets are robust, efficient, and fair. Our team will work to center the user experience to enhance customer trust, which can lead to increased recommendations, customer retention, and purchases.
By creating support language to explain your products and business practices, including your business ethics and governance, we can improve customers' perceptions and de-escalate pushback.

Question 4

Are your services a substitution for a compliance department?

Accepted Answer

Our services are not meant to replace a compliance department. Instead, we work alongside your compliance team to efficiently incorporate required regulations into your CX processes.

COMPLIANCE COORDINATION

Frequently asked questions

What are some ways that you can improve the infrastructure supporting compliance to better serve customer-centric experiences?

How do you improve the customer experience while also meeting compliance requirements?

How can you improve trust with customers?

Are your services a substitution for a compliance department?

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