Unleash Experience Management For Financial Services

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Elevate the Human Experience

Financial services firms must change the way they build, organize and operate the customer experience and must address the technical, data and organizational challenges that stand in the way.

Deloitte Digital’s Experience Management solution combines proprietary assets, experience, and know-how with commercial platforms from key alliances like Adobe to build and manage a winning customer engagement system.

Why Experience Management

Companies must change the way they build, organize, and operate the customer experience and address the technical, data and organizational challenges that stand in the way.

Deloitte Digital’s Experience Management solution combines Deloitte proprietary assets, experience, and know-how with commercial platforms from key alliances like Adobe, to build and manage a winning customer engagement system.

Get complete ownership.

Pinpoint HX gaps that impede growth

Due to the impact of rapid, unpredictable changes to how we work, live, and play in today’s world, many organizations are left scrambling to stay connected with customers and deliver on their demands for dynamic digital experiences. Deloitte Digital can help identify and solve for the Human Experience (HX) gaps needed to meet customers’ where they are now – and where they want to be in the future – to achieve game-changing digital activation and better ownership of your “lead to loyalty” customer journey.

Own your decisions

Use AI and machine learning to help identify and predict the best way and time to engage with each customer and deliver the right content at the right time - at scale.

Own the delivery

Connect the processes across your marketing ecosystem to create and deliver the personalized omnichannel experiences customers' demand.

Own the customer journey

Get a 360-degree view of each customer, creating the foundation for creating omni-channel customer experiences. CDP assets include identity resolution, data ingestion, business intelligence, and integrations with upstream / downstream systems; they work in conjunction with both Cloud native and software solutions.

Retail Banking

Personalized banking from the branch to mobile

Retail banking relies on trust, confidence and efficiency but runs on customer experience. This requires delivering an experience that recognizes people as individuals, values their time, and uses what we know about them in a safe, secure way to bring utility and add value to their lives.

Customers want a bank designed around them, that can understand – and anticipate — their needs and provides real-time, personalized experiences across every channel. Given that 73% of consumer interactions with banks are digital, the only way this happens is through smart use of technology and data to help automate, assemble and activate the right experience and messaging for the customer or prospect. Unfortunately, years of acquisitions and an LOB-focus have led to data fragmentation and an inability to organize around and orchestrate the customer experience.

Deloitte Digital’s experience management solution helps banks unify their data, manage privacy and identity, and build deeper relationships by personalizing every touchpoint— across web, mobile, email, and call centers—to ensure each customer interaction is consistent and relevant.

Insurance

Empowering agents and customers with insight

Insurance companies, whether P&C or Life, are awash in data. Yet, Deloitte research suggests that only 1 in 4 are using data effectively to generate actionable intelligence that helps Agents and Brokers identify more qualified leads, close sales and provide better service to their customers. Insurance companies need to identify unmet customer needs and manage the sales funnel to improve quoting and claims processes, and the insights that come from it.

The ability to act on data is mission-critical to driving differentiation in a crowded, commoditized market. Deloitte Digital’s experience management solution helps insurance companies improve how they use data to deliver more personalized, human experiences that put purpose before product and deliver on the emotional needs of their customers.

Wealth management

Building trust through personalized delivery of advice and guidance

Wealth management customers increasingly expect a holistic experience centered around the provision and financial planning and guidance. As the cost of advice has dropped and the importance of dense, physical infrastructure has diminished, wealth management firms need to rely on data to deliver compelling digital experiences that are sentient, trusted, automated yet also human.

Deloitte Digital's experience management solution helps wealth management firms provide more personalized experiences to diverse audiences—institutions, financial advisors, and individual investors—in a way that drives differentiation in a rapidly shifting investing landscape.

Success Story

Large Market Cap Financial Services Firm

Delivered more effective and efficient customer interactions

Services:

HX Content Orchestration & Execution
Content and Creative Development
Campaign Management

50%

reduction in journey lifecycle time from 8 to 4 weeks, and 20% reduction in data & creative discrepancies

Driving connection, loyalty, and growth —together

Deloitte Digital
Adobe

At Deloitte Digital, we help clients see what is possible, identify what’s valuable, and deliver it in a way no other professional services or creative agency can. Together with Adobe, the most recognized name in marketing technology, we are collaborating to deliver dynamic solutions that help you drive connection, loyalty, and growth with each interaction.

Learn more about Deloitte Digital and HX:

Deloitte Digital named a worldwide leader in Digital Customer Strategy & Experience Consulting based on breadth and depth of capabilities by ALM Intelligence.¹
Deloitte named a leader by Gartner in CRM and Customer Experience Implementation Services, worldwide.²
Deloitte named a global leader in Digital Experience Agencies based on current offering and market presence by Forrester.³
Deloitte named a leader, ranked #1 by IDC in Digital Strategy Consulting, worldwide and in all regions.⁴
Adobe 2022 Digital Experience Delivery Quality Partner of the Year, Americas
Adobe 2022 Digital Experience Partner of the Year, APAC

Industry analysts have named Adobe a leader in over 23 categories, such as Web Content Management, Digital Marketing Analytics, Digital Commerce, Marketing Cloud Platforms, and more.⁵
Adobe Experience Platform, the industry’s first open and extensible platform that stitches data across the enterprise, enables brands to deliver impactful digital experiences in real-time.⁶
Adobe Experience Cloud provides an end-to-end Customer Experience Management (CXM) solution for experience creation, marketing, advertising, analytics, and commerce. It helps companies deliver consistent and compelling experiences across customer touch points and channels–all while accelerating business growth.⁷

Learn more about how Deloitte Digital and Adobe are elevating the human experience – together.

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See how we can help you transform into a customer-centric organization, designed around human needs and the moments that matter.

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