CX创新者：提升会员忠诚度和效率。

Driving memberloyalty and efficiency:A CX Innovators Stories from the 2024 CXInnovators Awards winners. Special edition introduction. differentiators for financial services and insuranceproviders. Brands in this space are continually looking experience with the help of AI, automation, andmachine learning. Embracing technology has helpedthese brands reduce call wait times, achieve fasterbrands to build member loyalty, improve agent experience,and increase operational efficiencies. The stories featuredhere demonstrate the significant gains that brands willing celebration of the organizations that are bringinginnovation to customer experience with the helpof technology. For our special edition,Driving member personalized, efficient, and memorable experiences willset your brand apart in the competitive landscape. increased NPS and CSAT scores while unlocking significantbusiness savings, with Municipal Credit Union observingup to $1 million in savings annually. These stories Table of contents. Collins Community Credit UnionAI INNOVATOR AWARD WINNER Metro FinanceAI ROOKIE OF THE YEAR AWARD WINNERCredit Union 1 05 AI ROOKIE OF THE YEAR HONORABLE MENTIONMunicipal Credit Union AI-POWERED CX TRANSFORMATION HONORABLE MENTIONNassau Financial Group 08 CX ROOKIE OF THE YEAR HONORABLE MENTIONOuroCX INNOVATOR HONORABLE MENTION 09 AI INNOVATORWINNER achieving an 89% containment rate for routine banking tasks.This strategic implementation of AI allows Collins CommunityCredit Union to handle higher interaction volumes without increasing Collins Community Credit Union envisions a member experiencethat combines technological innovation with personalized service.The credit union emphasizes providing members with greaterflexibility and autonomy in managing their financial needs, whilestaff headcount, while staying true to their philosophy of “peoplehelping people.” •Reduced member wait times from 12 minutes back to banking. Collins Community Credit Unionreimagines personal bankingthrough AI-powered insights. to less than 2 minutes. Credit Union implemented Talkdesk Financial Services ExperienceCloud™ and Voice IVR in a strategic two-phase rollout. The first phaserevolutionized their intake process with voice biometrics, reducingidentity verification from over two minutes to mere seconds. Voice •Diverted over 50,000 calls annually through self-service options. financial products and services across Iowa, Wisconsin,and Illinois, managing over $1.6 billion in assets. Foundedin 1940 with the philosophy of “people helping people,”Collins Community Credit Union maintains this vision while call in for frequently asked questions. We’ve beenable to utilize Talkdesk AI to build that new offering.Currently, year to date, we’ve seen about 30,000interactions, which is approximately 10% of our totalcall volume. As a result of this success, we continue time support and automated call summaries. Integration with their coreprocessing system gives agents instant access to member information,while AI-generated insights help anticipate needs and proactivelyaddress issues. Through Talkdesk Customer Experience Analytics™, improving operational efficiency. The virtual agent has successfullydiverted over 50,000 calls annually through self-service options, Supervisors gained real-time visibility into customer satisfactionmetrics and agent performance through Talkdesk’s KPI dashboards,enabling data-driven service optimization. The integration Metro Finance aims to simplify customer engagement by eliminatingunnecessary touchpoints in their service delivery. Their strategyfocuses on transforming traditional multi-agent routing intoof automated two-factor authentication streamlined customerverification processes, reducing time spent on identity validation financial hurdles. •Cut operating costs 40% while growing including inflexible workflows and costly updates. Basic IVR changestook weeks and could cost up to $45,000, while activating disasterresponse protocols required 6-8 weeks. portfolio 20%. Metro Finance turns stressinto solutions. to two minutes. implemented Talkdesk Financial Services Experience Cloud™,featuring AI-powered automation. This included Talkdesk Autopilot™for intelligent call deflection and personalized IVR responses, as wellas AI-driven analytics for real-time performance monitoring. Theplatform’s intuitive interface allowed for quick system modifications to same day communication. solutions to small and mid-sized businesses across Australia.A team of 30 customer service agents manages essentialfunctions including collections, losses, recovery, hardship,and financial assistance. With a portfolio that expanded 20% immediate response improvements and predictive serviceadjustments. Automated call summarization and reportingeliminated manual administrative tasks, allowing agents to focusentirely on customer interactions. Personalized IVR responses, By streamlining authentication processes and enhanc