{"id":646334,"date":"2023-04-18T08:20:15","date_gmt":"2023-04-18T06:20:15","guid":{"rendered":"https:\/\/www.capgemini.com\/?p=886688"},"modified":"2025-04-03T09:42:12","modified_gmt":"2025-04-03T13:42:12","slug":"the-metrics-that-matter","status":"publish","type":"post","link":"https:\/\/www.capgemini.com\/ca-en\/insights\/expert-perspectives\/the-metrics-that-matter\/","title":{"rendered":"The metrics that matter"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-blogs header-hero-blogs\"><div class=\"container\"><div class=\"hero-blogs\"><div class=\"hero-blogs-content-wrapper\"><div class=\"row\"><div class=\"col-12\"><div class=\"header-title\"><h1>The metrics that matter<\/h1><\/div><\/div><\/div><\/div><div class=\"hero-blogs-bottom\"><div class=\"header-author\"><div class=\"author-img\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/17\/2022\/10\/Vinay-Patel-1.jpg?w=960?w=200&amp;quality=10\" alt=\"\" loading=\"lazy\"\/><\/div><div class=\"author-name-date\"><h5 class=\"author-name\">Vinay Patel<\/h5><h5 class=\"blog-date\">20 April 2023<\/h5><\/div><\/div><div class=\"brand-image\"> <\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/insights\/expert-perspectives\/should-i-stay-or-should-i-go-my-2-cents-on-current-and-future-leaders-in-digital-process-automation\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/www.capgemini.com\/insights\/expert-perspectives\/should-i-stay-or-should-i-go-my-2-cents-on-current-and-future-leaders-in-digital-process-automation\/&amp;text=Should%20I%20stay%20or%20should%20I%20go%3F%20-%20my%202%20cents%20on%20current%20and%20future%20leaders%20in%20digital%20process%20automation%C2%A0\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https:\/\/www.capgemini.com\/insights\/expert-perspectives\/should-i-stay-or-should-i-go-my-2-cents-on-current-and-future-leaders-in-digital-process-automation\/&amp;text=Should%20I%20stay%20or%20should%20I%20go%3F%20-%20my%202%20cents%20on%20current%20and%20future%20leaders%20in%20digital%20process%20automation%C2%A0\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<h3 class=\"wp-block-heading\" id=\"h-how-banks-are-using-data-to-monitor-and-manage-their-customer-experience-performance\">How banks are using data to monitor and manage their customer experience performance<\/h3>\n\n\n\n<p><strong><strong><strong><strong>It\u2019s 2023, and banks are still being asked to go in two directions at once.<\/strong><\/strong><\/strong><\/strong><br>On one hand, banks must keep up with customers\u2019 evolving expectations, while on the other, they must continuously improve business profitability. It\u2019s a challenge that requires a high degree of coordination and strategic planning. Unfortunately, for many banks a lack of effective metrics and processes is hindering their ability to make informed, real-time decisions, and that\u2019s holding them back. This blog will explore how effective customer experience performance management can help banks achieve their business objectives with optimal customer satisfaction.<\/p>\n\n\n\n<p><strong><strong><strong><strong>The intersection of business and customer experience<\/strong><\/strong><\/strong><\/strong><br>Banks must focus on achieving specific business improvements such as cost reduction and revenue enhancement \u2013 without sacrificing customer experience. Preference should be given for transformation projects that meet these expectations\u00ad. Projects such as omnichannel communication, self-service adoption, knowledge management, mobile-first design, and CCaaS all have the potential to improve the customer experience and drive business results.<\/p>\n\n\n\n<p>To improve customer service, banks must define specific, controllable customer service activities that can be performed, measured, and improved at each level of the organization. This should include coordination across the customer life cycle, technology acquisition, processes, customer interactions, and collaboration with partners. There\u2019s a term for this process: customer service performance management. The benefits of customer service performance management are clear \u2013 streamlined decision making, faster process delivery, and lower customer service expenditures. So\u2026 where\u2019s the snag?<\/p>\n\n\n\n<p><strong><strong>Defining metrics\u2026<\/strong><\/strong><br>If you can\u2019t measure it, you can\u2019t master it. The key to focusing attention and effort is to define the right metrics. This means leveraging data analytics and customer feedback to gain insights into customers&#8217; behavior and preferences. In means enhancing data-sharing capabilities between departments. Do your customer service agents have access to your CRM data? Are salespeople leveraging customers\u2019 unique histories? By defining and tracking metrics, and by sharing them securely between teams, banks can improve customer experience and drive profitability, ultimately achieving sustainable growth and long-term success in the dynamic banking industry.<\/p>\n\n\n\n<p><strong><strong>\u2026that drive improvement<\/strong><\/strong><br>With a set of data-driven metrics, step two is using those metrics to inform decisioning at every level. Some banks find it helpful to appoint a Customer Experience Officer with the authority to determine whether the defined metrics and activities support or inhibit CX goals. They should also groom and compensate customer service managers based on their enterprise vision of customer service. Additionally, banks must build a real-time analytical framework to ensure that a customer is treated appropriately at every phase in the customer life cycle.<\/p>\n\n\n\n<p>Here are several more recommendations for improving service for banking customers:<\/p>\n\n\n\n<ol style=\"list-style-type:1\" class=\"wp-block-list\">\n<li>Appoint a Customer Experience Officer with authority to determine whether the defined metrics and activities support or inhibit collaboration between and among multiple groups.<\/li>\n\n\n\n<li>Groom and compensate customer service managers based on their enterprise vision of customer service.<\/li>\n\n\n\n<li>Evolve the concept of customer life cycle management from an often discussed but poorly administered concept to a more practical approach.<\/li>\n\n\n\n<li>Measure the specific effects technology has on decision making, organizational structures, business processes and customer expectations.<\/li>\n\n\n\n<li>Build a real-time analytical framework to ensure that a customer is treated appropriately at every phase in the customer life cycle.<\/li>\n<\/ol>\n\n\n\n<p><strong><strong><strong>Customer Experience Analytics &amp; Insights<\/strong><\/strong><\/strong><\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-large is-resized\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/04\/customer-experience-analytics.png?w=960\" alt=\"customer-experience-analytics\" class=\"wp-image-888943\" style=\"width:520px;height:397px\"\/><\/figure>\n\n\n\n<p><strong><strong>A foundation for lasting customer loyalty<\/strong><\/strong><br>By making customer experience an integral part of the overall business strategy, banks can improve customer satisfaction, build customer loyalty, and enhance overall business performance. This process can also help break down silos within the organization, leading to better collaboration and communication across departments, for a more unified and cohesive customer experience.<\/p>\n\n\n\n<p>Ultimately, banks must view customer service as an enterprise-wide business objective and prioritize effective performance management to achieve their business objectives. By leveraging customer initiatives across departments, mapping touchpoints to ensure consistency, and communicating a clear customer service roadmap to employees, banks can better meet customer expectations and achieve their business objectives.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-wrapper-people-slider section section--expert-slider wrapper-people-slider undefined\"><div class=\"container\"><div class=\"content-title\"><h3 data-maxlength=\"34\">Author<\/h3><\/div><\/div><div class=\"slider slider-boxed\"><div class=\"container\"><div class=\"slider-window\"><div class=\"slider-list\">\n\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/17\/2022\/10\/Vinay-Patel-1-1.jpg\" alt=\"Vinay Patel\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t\t\t<a class=\"subnav-button--form\" href=\"javascript:void(0)\" aria-label=\"contact us\" data-bs-toggle=\"modal\" data-bs-target=\"#WPB734b7be3_7ee7_4acd_9a54_69a053fa33f0\" data-bs-expert-title=\"1\">\n\t\t\t\t\t\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"ico-form\"><\/i>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/vinpatel\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Vinay Patel<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>Senior Director, Contact Center Transformation Leader<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t\t\t<a class=\"subnav-button--form\" href=\"javascript:void(0)\" aria-label=\"contact us\" data-bs-toggle=\"modal\" data-bs-target=\"#WPB734b7be3_7ee7_4acd_9a54_69a053fa33f0\" data-bs-expert-title=\"Vinay Patel\">\n\t\t\t\t\t\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"ico-form\"><\/i>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/vinpatel\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"people-info\">Banking and Capital Markets sector are focused on delivering a customer-centric contact center leveraging a customer experience hub to\u00a0 optimally engage customers across interactions.<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"modal\" id=\"WPB734b7be3_7ee7_4acd_9a54_69a053fa33f0\">\n\t\t\t\t\t<div class=\"modal-dialog modal-dialog-centered modal-lg modal-dialog-scrollable landing-page-modals\">\n\t\t\t\t\t\t<div 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