Ubiquity helps digital banks to prioritise customer journeys
While AI is a great customer experience tool , Ubiquity Cofounder Sagar Rajgopal explains that clients must understand customer journeys first
Fintechs that want to deliver superior customer experience ( CX ) as a business-critical function must balance technology and human intervention .
Understanding the importance , but also the complexity , of different customer journeys and how to optimise operations is
Ubiquity .
The CX firm is the outsourcing partner for clients looking to incorporate technology solutions into their customer interactions , while maintaining customer-centricity .
“ We build processes , workflows , and customer journeys that help our partners deliver exceptional customer experiences ,” says
Sagar Rajgopal , Cofounder , President , and Chief Customer Officer at Ubiquity .
Know the banking processes that can be digitised Ubiquity is tasked with understanding how customers interact with their financial services provider and determining how best to approach certain enquiries . The team designs customer journeys to establish those that can be managed by technology , including AIbased tools , and which require agent support .
“ We also provide clients the expertise to handle the far more complex , hightouch , back-office banking operations . We structure teams to deliver the same level of compliance and performance that would otherwise be achieved inhouse ,” says Rajgopal .
BankMobile , developing the most efficient self-service and ‘ wow-worthy ’ customer interactions .
Rajgopal says : “ We have partnered with BankMobile extensively to ensure it remains a partner of choice as individuals progress through their own banking journeys .”
During its partnership with the firm , Ubiquity helped boost Net Promoter Scores by more than 46 points by optimising the bank ’ s technology tools and delivering authentic agent support .
“ We ’ re trying to identify opportunities to evolve the product and the servicing structure to reflect the needs of an evolving customer ,” Rajgopal says .