转变FSI客户体验：客户体验创新者特刊

Transforming FSI CustomerExperience: A CX Innovatorsspecial edition.Stories from the 2025 CX Innovators Awards Winners. Special edition introduction. In today’s FSI landscape, personalized member and client experiences have transitionedfrom a competitive edge to a baseline expectation. As GM of Financial Services andInsurance at Talkdesk, I engage daily with leaders navigating the ‘innovation paradox’:the need to deliver high-touch, hyper-personalized journeys while operating under themounting pressures of rigorous compliance and operational efficiency. We are no longerjust managing interactions; we are architecting the future of financial trust.Beyond efficiency, these innovators are also redefining quality and loyalty.LifeSearchhas used AI toexpand quality evaluation from 1% of calls to an industry-leading 100%,ensuring a consistent, compliant client experience at scale.Emprise Bankshifted to anintelligent, unified contact center—leading to higher customer trust and advocacy, witha remarkable13-point increase in customer satisfaction scores.This special edition is intended to serve as a practical blueprint and a powerful motivator for your organization. The stories featured here demonstrate the significant, quantifiablegains that brands willing to invest in modern AI technology can achieve—not just in thefuture, but today. Learning from the successes of our 2025 CX Innovators, we see clearlythat a unified, intelligent, and human-centered CX automation strategy is what will setyour brand apart in the competitive FSI landscape. are bringing innovation to customer experience with the help of technology. For thisspecial edition, we have gathered five compelling stories fromArbella Insurance,Emprise Bank, LifeSearch, Merchants Bank, andTowneBank, all of whom are settingthe new standard for customer and agent experience.This year’s winners are demonstrating the power of a unified, AI-powered approach to break down organizational silos. They are consolidating fragmented systems,deploying sophisticated conversational AI, and integrating real-time knowledge andcoaching across their operations, with Talkdesk as the foundation for orchestration.These strategic investments are delivering dramatic efficiency gains and cost reduction,such asArbella Insurance’s projected $1.7M in cost savings over three yearsandMerchants Bank’sastounding ability toanswer 90% of calls within 20 seconds. Table of contents Arbella Insurance04 Emprise Bank05 LifeSearch06 TowneBank08 Our esteemed judges09 Arbella’s CX vision.Arbella understands that every customer deserves personal attention, regardless of how they choose to connect. •Improved service levels by 20% within weeksof deployment.•Reduced average handle times by 15-45 seconds,generating $1.7M in cost savings over three years.•Increased CSAT by 3% across every channel. A better way to unify fragmented insurancesupport.Agents searched fragmented phone, email, and data systems, unable to help customers quickly. Customers experienced delaysand inconsistency. Arbella risked losing the personal touch thatdefines insurance relationships.Arbella deployed Talkdesk Financial Services Experience Cloud From a traditional call centerto a modern experience hubin ten months.Arbella Insurance provides property and casualty insurance for Insurance™ across its entire operation in ten months.The company chose a “Big Bang” rollout, transforming 1,000+employees and agency partners simultaneously rather thanphasing the change.Now agents respond to customers instead of searching“The goal is not to replace people butto ensure customers can engage in theway that best suits their needs. This approach allows us to serve both a younger client whoprefers self-service options and an older clientwho values speaking to a person, all withconsistent quality.”KARIN MARTIN, ASSISTANT VICE PRESIDENT OF OPERATIONS,ARBELLA INSURANCE across New England, serving policyholders throughindependent agency partners. The company’s contactcenter handles policy inquiries, claims, and customerservice requests across multiple channels. for answers, delivering personal attention, faster resolutions,and consistent service across every channel. Arbella equipped1,000+ employees with unified systems in ten months,automating routine work to enable this transformation. AI VISIONARYWINNER Emprise Bank’s CX vision.Emprise Bank knows community banking thrives on personal relationships built through every conversation, however customerschoose to connect. •Increased customer satisfaction scoresby 13 points (from mid-80s to above 95%).•Grew survey response rates from 10% to 40%.•Maintained 2.5-minute hold times despiteincreased call volume. A better way to deliver intelligent, personalbanking.Agents navigated ten disconnected systems that fragmented customer data. Customers had to work through rigid phone treesjust to reach a person. People repeated information because agentscouldn’t understand the complete context.