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Keys to Optimizing Digital Engagement for Online Lending

Discover insights and strategies to enhance digital engagement for online lending through effective email confirmation. Learn from industry leaders and case studies on improving customer experience and driving loyalty in the digital era.

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Keys to Optimizing Digital Engagement for Online Lending

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  1. Keys to Optimizing Digital Engagement for Online Lending Email Confirmation

  2. Tom Nusspickel Boris Grinshpun Denise Anderson Chief Operating Officer, American First Finance General Manager, CRM, LiveVox, Inc. Sr. Manager Collections Strategy, First National Bank of Omaha

  3. State of the Industry: Digital Expectations is Accelerating 80% Oracle reports that 80%of banking customers use digital channels to engage with financial institutions. 66% “Experience is a major factor when choosing payment and transfer services” respondents state:

  4. State of the Industry:Fintech Innovation Is Driving Increased Customer Engagement, Knowledge and Loyalty Fintech attracts younger and more tech savvy base 9 in 10 individuals are banking from home ** 88% say they are more likely to stick with their bank over the next 12 months if they are using high-functioning apps https://www.ey.com/Publication/vwLUAssets/ey-fintech-is-gaining-traction-and-young-high-income-users-are-the-early-adopters/$FILE/ey-fintech-is-gaining-traction-and-young-high-income-users-are-the-early-adopters.pdf ++https://www.forbes.com/sites/bobegan/2017/10/27/fintech-innovation-is-driving-increased-customer-engagement-knowledge-and-loyalty/#777aa30b2fd1

  5. State of the Industry:Vast Majority Lag Behind Business Leaders Feel like they Lag Behind Digital Trends 60%

  6. State of the Industry:Integration Remains Number One Challenge What are the biggest challenges are you likely to face when implementing strategic investments and changes in the next two years? https://www2.deloitte.com/content/dam/Deloitte/us/Documents/strategy/us-con-2017-global-contact-center-survey.pdf

  7. State of the Industry:Leaving to a Decreasing Agent and Customer Satisfaction https://sharpencx.com/blog/contact-center-employee-satisfaction-metric/

  8. “ Those that can deliver superior customer service through tailored, high functioning next-gen digital experiences will pull ahead with a financially aware and loyal consumer base. Chief Customer and Digital Experience Officer for Citi Global Cards ”

  9. Use Case Studies

  10. American First Finance is a leading Lender headquartered in Wichita, Kansas. AFF provides lending services to a variety of industries including automotive, furniture, plumbing/HVAC, cosmetic, and flooring.

  11. +400% Growth in last 2 years

  12. What challenges were you facing and what was your engagement channel approach like previously? • Stand alone multichannel applications • Data siloes across channels • Sub-optimize agent and customer experience

  13. How did you evolve your approach and what impacts do you see that having on your business, operations, performance? • Personalized multichannel contact strategies • Improved agent experience • Multichannel performance insight What do you see is next in advancing in customer engagement for AFF?

  14. How do you see the landscape of customer engagement changing and why is it important for your business to evolve? What do you see are the biggest challenges to meeting today’s customer?

  15. First National Bank Omaha is a subsidiary of First National of Nebraska. It is the largest privately held bank in the United States with $17 billion in assets and 5,000 employees. • Recognized as one of Forbes' Best Banks in America • Our credit card division, First Bankcard, is a Top 15 commercial card issuer. • First National Bank is one of the largest commercial bank finance providers to the ethanol industry. We're also the fifth largest agricultural lender in the country (Ag Lender magazine). • At 633 feet, the First National Tower in Omaha is the tallest building between Chicago and Denver.

  16. What challenges were you facing and what was your engagement channel approach like previously? • Lack of SMS functionality • Contact Attempt Management • Inbound/outbound blending ability • Increase productivity with less FTE

  17. How did you evolve your approach and what impacts do you see that having on your business, operations, performance? • Productive hours down 8.89% YOY • Right Party Contact rates increased 20.05% YOY • RPC per productive hour increased 31.94% YOY • Implemented customer satisfaction surveys What do you see is next in advancing in customer engagement for FNBO?

  18. How do you see the landscape of customer engagement changing and why is it important for your business to evolve? What do you see are the biggest challenges to meeting today’s customer?

  19. Contact us at info@livevox.com

  20. Keys to Optimizing Digital Engagement for Online Lending Email Confirmation

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