Process Redesign for Financial Services
How to Create Better Member/Customer Experiences and Build Long-Term Relationships
One-Day Seminar OR Multi-Day Virtual Seminar
Process + Customer Experience = Long-Term Relationships
The business environment for banks, credit unions, and insurance companies are far different from what it was just a decade ago. Low-interest rates, competition from FinTech, and the emergence of millennials as a major customer segment have changed the competitive landscape.
To survive and grow today, financial service companies must design business processes that engage customers/members and deliver service value that differentiates your organization from the competition. This seminar will arm you with process redesign tools and a roadmap to determine which process and technology changes will have the most impact on customer/member satisfaction, retention and service quality.
What You Will Learn
- How to better target and serve your customer segments
- Use customer needs and customer experience data to drive improvement efforts
- Reduce turnaround times for loans and other key products
- Devise innovative process redesign solutions that deliver meaningful business results and return on investment
Seminar Outline
I. The New World of Customer/Member Expectations
- What is a great customer experience
- Identifying key customers
- Prioritizing customer/member expectations
- The Kano Model
- Understanding the customer/member experience
II. Connecting Member/Customer Expectations to Process
- Customer journey mapping
- Mapping how service is provided
- Aligning the business process with the customer journey
- Streamlining key processes
III. Service Innovation
- Thinking outside the box
- Innovation drivers
- Mapping high-level solutions
- Evaluating alternatives
Who Should Attend
- Manager or Director of Operations
- Executive who influences strategy
- Branch Manager
- Director of Customer/Member Engagement or Retention
- Learning & Organization Development leader
- Information Technology leader
- Leader or member of a process or quality improvement team
- Leader or member of a technology implementation team