FinServ CX Self-Assessment – Hitachi Solutions

Acquiring Customers

1. How effectively can your team profile and target prospects within each line of business?(Required)

A. No visibility Our prospect lists are siloed with each individual team member, and prospect data isn’t shared between our data enrichment software and our CRM.

B. Some visibility All of our prospect data lives in a central location, but the team doesn’t consistently update their records, so there are some holes in our data.

C. Total visibility We have a central solution that all members of our team actively use and that is integrated with a data enrichment solution with population contact information. We’ve also implemented artificial intelligence, so prospects are scored according to their opportunity.

Acquiring Customers

2. How mature is your process for engaging prospects and onboarding them as a customer?(Required)

A. No defined process. Each team member has their own way of prospecting and onboarding customers.

B. Some process. Our team has a unified approach to onboarding, but the process is held within documents and spreadsheets and lacks true maturity.

C. Mature process. Our process is defined within our CRM and then automated so that every team member knows what they’re responsible for at different stages of the process. ormation. We’ve also implemented artificial intelligence, so prospects are scored according to their opportunity.

Securing Customer Loyalty

3. How would you describe your customer experience across all channels?(Required)

A. Disjointed. Our customers have a dramatically different experience depending on which channel they use, especially when it comes to customer service and support, and we lack the ability to tailor the interactions to the individual customer.

B. Fairly consistent. Customers are able to easily transition from one channel to the next but aren’t getting the level of personalization or the self-service options they’re looking for.

C. Totally seamless. We offer a completely unified experience across digital and physical channels, provide self-service options to our customers, and deliver a level of personalization that enables us to build meaningful customer relationships.

Securing Customer Loyalty

4. Does your institution analyze customer data to identify anomalies in behavior or activity?(Required)

A. We don’t. We currently lack the technological resources to apply advanced analytics to customer data and have no immediate plans to implement such solutions.

B. We don’t — yet. We currently lack the technological resources to apply advanced analytics to customer data but have a strategic roadmap in place to implement such solutions.

C. We do. We leverage digital technologies such as a mobile-responsive website, customer onboarding and feedback automation, and AI-powered predictive analytics to anticipate changes in customer behavior and strategize accordingly

Expanding Wallet Share

5. How well are you able to identify which products and services align with customer needs?(Required)

A. Not well. Our products and services are fairly standard, and we lack the necessary visibility to personalize offerings and recommendations based on our customers’ needs.

B. Somewhat well. We have access to customer data, which enables us to deliver personalized product recommendations; however, that data is housed in disparate and often siloed systems, so we lack the visibility we need to bring new customer-centric products and services to market.

C. Extremely well. Our solutions are tightly integrated and provide us with a 360- degree view of all of our customers. This enables us to identify opportunities and tailor our product and service offerings to customers’ exact needs.

Expanding Wallet Share

6. What level of personalization are you able to deliver to customers?(Required)

A. Low. Although we understand the importance of personalized service and experiences and recognize that we need to offer them to our customers, we do not presently have the ability to align our products with our customers’ needs.

B. Medium. Many of our team members are able to deliver personalized products and services to our customers, but we lack consistency across customer segments.

C. High. All of our representatives are empowered to deliver highly personalized product and service recommendations based on our customers’ needs. We also utilize intelligent automation for certain tasks, so representatives can provide a more hands-on experience.

Modernizing Data & Infrastructure

7. How easy is it for your team members to access customer information across all customer data systems (e.g. customer data platforms, customer relationship management systems, and so on)?(Required)

A. Very challenging. Customer information is stored in disparate, siloed systems that are not easily accessible across business units, departments, or teams.

B. Somewhat challenging. Only a few people on our team truly understand how to access customer information across systems. We have training and documented processes for most, but not all, processes and systems.

C. Very simple. Everyone in our organization knows and fully understands how to access customer information. Our people regularly consume data from other sources inside our CRM system to create a complete, 360-degree view of the customer.

Modernizing Data & Infrastructure

8. How easy is it for your institution to leverage data from new sources into your customer data profiles?(Required)

A. Very challenging. We understand the importance of integrating data from internal and external sources into a single system but worry that it will take too long to clear internal processes to achieve this in a reasonable timeframe. As such, different teams and departments work out of different systems.

B. Somewhat challenging. Our team values data sources and has integrated a select few to create a single source of truth. However, this only true for certain areas of the organization; we recognize that there are more opportunities and intend to integrate additional data sources in the future.

C. Very simple. We have a clearly defined roadmap that we’re executing against, and all business units within our organization use a common digital platform to leverage data and build robust customer profiles.

Reducing Operational Costs

9. Please select the statement that best describes your organization as it pertains to systems and processes.(Required)

A. We rely on multiple systems and skillsets to carry out singular processes.

B. We’ve consolidated many core processes but occasionally need to access multiple systems and engage multiple skillsets to complete certain tasks.

C. Common processes are streamlined, and we have a roadmap in place to consolidate information around core processes.

Reducing Operational Costs

10. How much time and money do you spend maintaining legacy systems and infrastructure to support routine work?(Required)

A. A significant amount. We maintain a number of on-premises legacy systems internally and are a largely on-prem environment.

B. Very little. Many of our core systems are on-prem, but some workloads are in the cloud.

C. None at all. We have a clear roadmap and cloud strategy that we are executing on today.

Staying Ahead of Compliance

11. How effectively are you able to leverage technology to automate processes in accordance with regulatory compliance requirements?(Required)

A. Not effectively. Although we recognize the value of automation, we continue to rely on manual processes, including those related to regulatory compliance.

B. Somewhat effectively. Although all of our processes align with regulatory compliance requirements, only some are actually automated.

C. Very effectively. We’re incredibly comfortable using automation to enhance process efficiency, and all of our automated processes are closely aligned with regulatory compliance requirements.

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