To meet the expectations of hyper-connected and well-informed customers, banks and financial services companies are increasing their investment in digital capabilities. New customer service models are emerging based on building more interactive, immediate and personalized relationships with customers.
This customer-centric approach is essential to succeed in a market dominated by ongoing cost pressures, stringent regulatory requirements, and increasing competition between ‘digital-born’ entrants, like fintechs and digital banks, and established market leaders. At the same time, new market participants also need a partner with proven industry expertise to support them with the best customer service.
Changing customer expectations – digitization with a human touch
Customer expectations have changed: they handle their service requests mainly online and expect to be able to contact their bank through a broad range of different contact channels to suit them, at any time – as well as to receive individual offers, tailored to their specific needs. That’s why it’s essential to integrate all contact channels with each other. Every single touchpoint should be maximized to inspire your customers and to strengthen their loyalty by providing them with individual offers. This omnichannel way of thinking is central to our offer.
But it’s not just about the rush to digital channels and platforms. It’s also crucial to maximize the personal touch – after all, customer service is a human thing. We believe that real people will always be at the center of developing valuable relationships with customers – complemented by technology whenever it improves the service experience for the customer. This is particularly true for the banking and financial services industry, where amazing customer experiences can be a key differentiator.
How we can support you
As a trusted partner with many years of industry know-how, we’re here to support you in mastering today’s and tomorrow’s challenges. We can look back on more than 20 years’ of experience in working with banks and financial institutions. Our clients in the sector include traditional banks, leading direct banks, B2B banks, credit card issuers as well as fintechs and digital banks.
We are not only experts in traditional customer service in front and back office, but also your partner for digital transformation. Together with our CX consultants we support you in transforming your customer service: from optimizing your customer journey and the analysis of automation potential, to the implementation of the right technologies.
With a global presence at more than 120 locations in 31 countries, we can help you to scale customer service across Europe and around the world. We combine the best of people and technology to deliver real impact for our partners by driving your digital transformation, customer satisfaction and the efficiency of your service organization – so you can focus on your core business.
As a long-term respected partner of banks and companies in the financial sector, it is our special concern to master the current trends and challenges of the industry together with our clients.
For this reason, we have developed a comprehensive portfolio of solutions that is specially tailored to the needs of banks and fintechs. Over the last years, we have made considerable investment in the transformation of our service portfolio and are already successfully deploying numerous digital solutions for our clients. With our industry-specific know-how, we can also help you to meet the increasing expectations of your customers and position your company in the market with a unique customer experience.
As an expert for customer service in the banking and financial services sector, we design and deliver unique customer experiences for leading companies in the industry – from traditional banks to emerging fintechs. With our many years of expertise, we can do the same for you, too.
We are your partner of choice when it comes to increasing the efficiency of your service organization. From taking over standard service contacts to various strategic collaboration models such as the takeover of entire process chains (BPO) or complete service units – together we identify the optimal partnership model to further strengthen your market position.
We combine deep knowledge in banking and financial services with the flexibility of the IT/High Tech sector. By bringing our client’s visions to life and translating them into customer-centric customer care organizations that meet regulatory requirements, we are the partner of choice in customer experience management for fintechs and digital banks.
Our modular Digital Banking Platform (DBP) is built to provide efficient processes for account switching and security account transfer service, form services as well as for offering the right insurance and complies with today’s regulations. All our DBP solutions can easily be integrated on your website. This way, we drive digitization for you, ensure a positive customer experience and reduce operating costs.
Our chatbot and voice assistant solutions enable you to automatically answer customer requests. This way, you will reduce your operating costs and at the same time increase customer satisfaction by offering a modern and comfortable customer experience. By integrating additional features such as cross-selling and up-selling, we create added value for you and your customers.
Our automation experts identify optimization potential within your service infrastructure and processes. By applying automation solutions like robotic process automation (RPA) and desktop automation, we increase process efficiency and reduce your operating costs.
As one of the global leaders for customer experience solutions, we have decades of operational experience and provide advice exactly where you need it. With our consulting expertise in customer experience, operational excellence and digital transformation, we help you to achieve maximum added value in managing your customer relationships.
Thanks to our global presence, we have local experience in delivering banking and financial services in the world’s major markets. Whether you want to consolidate contact volumes or enter new markets, our industry expertise and global reach means we’re the partner you need.
Our advanced analytics capabilities allow us to understand your customers and offer them individual, personalized solutions. This way, we optimize not only your customer journey, but also your sales success.
Majorel Group Luxembourg S.A., announces that it has closed the acquisition of IST Networks (''IST'') , a leading full-service CX Technology Services provider. Majorel’s agreement to acquire IST was previously announced on March 17, 2022.