Our mission is to support banks and wealth managers in their journey to a resourceful, effective and profitable 360º customer experience
Please download our CXM360 Customer Experience Management Brochure to view our services portfolio (in German) CXM360_Backbase_Flyer2_D
We are a Backbase Business Partner for Switzerland and Liechtenstein. Please download our Digital Banking Platform Services Brochure for further information (in German) CXM360_waserIPM_Flyer2_D
So, what are the burning questions for banks and financial services providers today?
- Who are our customers in five years from now and what are their expectations?
- How do we adjust our understanding of market segmentation to the digital challenge?
- What skills and competencies do we need to cope with digitization and how do we prioritize?
- Which business models in which eco-system work for us in order to secure our profitability?
- Who are our competitors today and in five years from now? Who will be the leaders?
- Your current customers may well be your future ones, however, most likely with very different needs and expectations
- The digitization enables and rapidly evolves a segment of one
- Understand your customers, embrace agility, foster courage, fail fast and smart
- Your competitors will come from different industries and backgrounds, not just banking
- The future will face competition of eco systems rather than individual firms
The CXM360 Framework – 360 degree Customer Experience Management
A customer centric, ‘outside in’ paradigm involving multiple relevant touchpoints, channels, attributes and sub-processes is pivotal
- Adjusting the paradigm will challenge, align and industrialize your entire business process architecture, front-to-back
- Customer experience management projects are risky – secure profitability and manage priorities in your initiatives at all times
- Challenge siloed views – align highly visible and less visible stakeholders (fintechs, partners, operations, etc.) for truly differentiating customer journeys
- Embrace key technology trends in banking early on, including PSD2, GDPR, cybersecurity – they have long-term impact on your digital transformation
- Engage in two speed (bimodal) architecture to remain both, explorative and predictive
What we do – and how we can support you
- Methodology – Comprehensive and methodical support in your firm’s Customer Experience Management initiatives, based on the CXM360 Framework (assessments, workshops, bootstrap approach)
- Consulting and Coaching – Consulting and support in benchmarking, planning, tenders (RFI / RFP) as well as in selection and solution design of Omni Channel Digital Architectures and Platforms, including Proof of Concept (POC) work
- Project Management – Project Assessment, Project Office and Project Lead with execution of your Omni Channel Digital Platform initiative
- Integration & Customisation – Software and Platform Configuration, Agile Software Development for Digital Banking Platforms, Integration of 3rd Party Solutions including Core Banking, CRM, Analytics and DWH
For more information on CXM360 – the 360º Customer Experience Management approach – please contact us here:
waser iPM – capability | delivered