2019 BAI Global Innovation Award Finalists
Innovation in Customer Experience
CaixaBank zoomed in on a common pain point in the customer journey—having to memorize multiple passwords. After in-depth research revealed more than 70% of the bank’s clients would be willing to replace their ATM PIN identification for facial recognition, the bank developed an ATM facial recognition system in six months by working with a customer centric approach, using agile and design thinking methodologies. Today, customers can visit a branch where a manager can register their biometric information for the service in under one minute. The service launched in February 2019 in Barcelona and has since expanded to 1,000 clients and 18 ATMs, with plans to gradually deploy it at all branches in Spain later this year.
CommBank’s Customer Engagement Engine (CEE) is an advanced multichannel decisioning engine that spans all of the bank’s inbound and outbound customer contact channels. The CEE processes billions of data points in order to assess the most relevant of thousands of combinations of “next best conversation” to present at every customer interaction point. Through advanced machine learning, CEE returns a response in a tiny fraction of a second, ensuring employees have a personalized, relevant and helpful communication for every customer, whenever and wherever they choose to bank with CommBank.
Founded in 2013, International Customer Experience (CX) Day is an annual celebration of customer experience that takes place on the first Tuesday in October. Companies harness the excitement generated on CX Day to jump-start ongoing culture change initiatives. Emirates NBD has seized this opportunity and expanded its CX Day celebration to an entire month, striving to raise awareness among staff, boost morale, and reward stakeholders. The focus on reminding the bank’s customers of its commitment to them and thanking all front office as well as back office support teams for playing a key role in delivering top class experience to its customers. Emirates NBD has also partnered with a radio network to reward their highest-rated customer service agents and recognize highly satisfied customers.
FNB Insurance developed two customer-centric innovations to help clients during the difficult time of filing an insurance claim or losing a loved one. The first uses a straight-through processing tool to significantly decrease clients’ waiting times after they file a claim, resulting in 35% of claims being paid out instantly. The second involves the insurer checking government birth and death records in order to initiate claims on behalf of clients who may be unaware that they are beneficiaries of a policy. FNB also checked all FirstRand Life policies to see if there were claims which were never received, resulting in backbook claims that have since been paid.
In April 2018, The Bank of East Asia launched a new feature to the BEA App: the i-Planner. The i-Planner integrates customers’ day-to-day lives with various kinds of financial transactions and has the capacity to provide customers with dining recommendations and shopping offers. It is also closely tied in to social networks — customers can sign in using a Facebook account and can take advantage of a generous referral program to invite their friends and contacts. In tandem with a range of other BEA tools, the i-Planner utilizes big data analysis of customer footprints and user behavior to provide tailored suggestions and services.