Category Archives: Customer Engagement

Customer Engagement Financial Health: The Key to the Future of Customer Acquisition

Feb092017

For all the differences between traditional banks and new online lenders, there is one business challenge that unites both groups: acquiring new customers. Despite the advancements made by online lenders in many traditional financial services processes (such as account opening), the methods most online lenders use to advertise to and acquire new customers come straight out of the bank marketing playbook – third-party brokers, television ads, and even direct mail solicitations. While online lenders experiment with offline marketing tactics, banks are aggressively ramping up their online marketing efforts, with total digital ad spend by U.S. financial institutions predicted to top $10 billion in 2019 (up from $5.3 billion in 2013). This shift is being motivated by continuing declines in branch activity and the increasingly-evident risks of branch-based sales strategies. The result is that both groups are converging on a set of established acquisition techniques that are compatible with a post-branch... [Read More]

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Customer Engagement Top 10 of 2016: Our Blog Posts You Liked Best

Jan032017

With 2016 recently coming to a close, we took a look back to uncover which topics you – our blog readers – gravitated toward last year. Chief among your interests were analytic innovation, credit risk, regulatory compliance, customer experience and mobile payments. Here’s a recap of our top 10 most popular posts published in 2016: US Credit Quality Rising … The Beat Goes On – Ethan Dornhelm shares FICO research showing how US consumer credit quality continues to climb. Why Is Customer Experience So Hard to Explain? – For an organization to improve customer experience, here’s why everyone needs to start on the same page. 4 Analytic Predictions for 2017 – From Killer Devices to AI Hype – FICO Chief Analytics Officer Scott Zoldi shares his predictions for analytics trends and burning issues in 2017. Your Customer Experience Management Is SO Immature! – Roughly 80% of companies are customer experience... [Read More]

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Customer Engagement Analytics in Action: Yarra Valley Water and Application Processing

Yarra Valley Water logo
Dec222016

As 2016 draws to a close, I am grateful for the many, many ingenious ways customers use FICO® products to solve business problems. Clearly, FICO World 2016 was a bonanza of an opportunity for me to learn exactly how. Customers traveled to our event, held last April in Washington, DC, from all over the world. The folks from Yarra Valley Water, in Melbourne, Australia, made one of the longest journeys, and I enjoyed hearing the retail water utility’s story at FICO World’s closing panel discussion. Yarra Valley Water uses FICO® Blaze Advisor® decision rules management system and FICO® Decision Management Suite to reduce the time required to the water application process from months to minutes, without adding staff. That’s pretty amazing––watch the video below. An early adopter of automation Yarra Valley Water provides water and sewage service to 1.8 million residents and over 50,000 businesses. In 1995, it worked with... [Read More]

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Customer Engagement TBC Bank Wins Award for Omni-Channel Customer Engagement

TBC Bank Logo
Dec212016

Omni-channel customer management is something you read about more often than you see it. That’s one reason that TBC Bank won the 2016 FICO Decisions Award for Customer Onboarding and Management. TBC Bank is the first in the country of Georgia to introduce omni-channel capabilities to improve its originations strategy. TBC customers can start origination processes through a call center and finish them in an ATM, kiosk or branch for ultimate convenience and efficiency. In less than a year after deploying FICO® Origination Manager, TBC Bank has seen: The loan approval rate rose from 50 percent to 70 percent, an increase of 40 percent The time to decision a credit application decreased from one business day to 15 minutes Time to market for application changes dropped by 85 percent, as 90 percent of the required system changes are done by the in-house development team The cost to originate a loan... [Read More]

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Customer Engagement Video: TBC Bank Deploys Customer-Centric Originations

Nov232016

Ever wonder how TBC Bank cut credit decision times from one day to fifteen minutes? In the video below, Giorgi Alibegashivili, strategy project manager at TBC Bank, talks about growing competition and the need to respond quickly to market changes, noting: “In today’s digital world, it’s important to be agile.” He explains why the bank turned to FICO® Origination Manager, which supports connected decisions across the entire lending lifecycle for a more holistic view of the customer. In a matter of months after implementation, TBC Bank significantly sped up time to decision, increasing customer satisfaction and driving competitive advantage. For more information, read the TBC Bank case study. And read our blog series on best practices in originations: What Does Best-in-Class Credit Originations Look Like? Are Your Credit Originations Good, Better or Best? Originations Software: Investing for Good Times and Bad

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Customer Engagement Video: Nationwide Building Society Deploys Unified Customer-Centric Risk Platform

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Nov102016

With 15 million members and more than £190 billion in assets, the UK’s Nationwide Building Society is the largest building society in the world. Due to its growth, Nationwide’s platform for evaluating and processing loan applications struggled to keep pace with changing market conditions, regulations and volume. Nationwide wanted to incorporate multi-bureau data into a single strategic risk infrastructure using advanced decision management technology. In this video, Andrew Jackson, Head of Credit Risk Measurement at Nationwide, explains how the company built a single risk platform to solve the problem and deliver superior customer experience. “We can be quicker to market with making changes. It used to take a number of weeks to make a pricing change for a personal loan product. We can now do that within a number of hours.” In addition, the approach has already added millions of pounds of revenue and savings. For more information, read the... [Read More]

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Customer Engagement Are Banks Embracing Public Cloud?

analytics in cloud
Oct282016

Banking is one of the most regulated industries in the world, often saddled with antiquated regulations that are not keeping up with the digital world. Many believe these regulations have kept banks away from the benefits of cloud computing, in particular services hosted on a public cloud. But that is changing. In recent years, FICO has been democratising analytics and enabling organisations of all sizes to harness the power of analytics-based decisioning.  This process is driven by cloud computing. The opportunity for enterprises to leverage cloud based analytics is especially compelling in the area of real-time and near-real-time communications.  Consumers demand multi-channel communications that are effective, mobile and in line with their individual needs and preferences. Are banks ready to undergo the digital transformation of their business model in order to respond effectively to those needs whilst maintaining regulatory compliance?  In short, yes – responding to customer needs has always been essential... [Read More]

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Customer Engagement FICO Survey: Are Millennials Embracing Mobile Payments?

Millennials-Mobile-Payments-featured-image
Sep222016

Millennials love their smartphones—so much so that in recent research, millennials ranked them as more important than a toothbrush or even deodorant. It is a good thing 90% of millennials have smartphones! Of course, many of our clients want to know more about millennial banking habits. FICO’s latest US consumer research survey found that large numbers of millennials are using their bank’s mobile application regularly. Some 66% use the app several times a week, and 30% use it daily. This is great news for banks because it provides them an amazing opportunity to play a central role in the lives of their customers. I’ll spend some time in a future post talking about using those phones for different types of financial-related communications, but today I wanted to focus on mobile payments. If millennials love and have phones, and trust them to conduct banking transactions, how do they feel about using them... [Read More]

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Customer Engagement Analytics That Fuel Loyalty – A Client Success Story

Grocery loyalty image
Aug292016

We’ve been blogging about a Canadian grocer that is changing the game with its analytics-driven loyalty program. For its +9 million loyalty members, personalized offers are so relevant, it’s almost like having an old-fashioned relationship with the corner grocer. In this new-fashioned relationship, however, members can redeem their offers at more than a thousand stores of various types, in many locations across Canada. What’s this grocer’s secret to success? Here’s a peek inside the analytics. Understanding customers as more than strings of transactions Delivering a personally unique set of relevant offers every week on such massive scale is a computationally demanding, mathematically intense undertaking. The heavy lifting is performed by over 4,000 time-to-event (TTE) predictive models, generated and updated every four months by a FICO-built analytic “factory.” Each TTE model predicts the propensity of a customer to purchase a particular product — say, a specific brand of laundry detergent —... [Read More]

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Customer Engagement Case Study Spotlight: Thinking Differently About Loyalty

Grocery loyalty image
Aug252016

Retail loyalty programs are ubiquitous and predictable — except in the Canadian grocery space. Here, a large retailer is changing the game, transforming what customers expect from loyalty programs and what retailers can accomplish with them. In 2013, when a major Canadian grocer was preparing to launch its first loyalty program, millions of Canadians already had loyalty cards from other grocers — yet grocery sales dropped 0.4% industry-wide. Clearly, there had to be a better way than the largely indistinguishable approach taken by competitors. The grocer decided to take a different path, turning to FICO for advanced analytics to fuel its loyalty program. Predictive and prescriptive analytics determine how to make the best use of available marketing funds. Instead of indiscriminately dispensing points for every dollar spent, the program gives offers and rewards to customers based on a multidimensional understanding of individual shopping behavior. Instead of cross-selling aimed at loading... [Read More]

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