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All resources for customer experience management on one page including, blog posts, news, and more

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Finance

Finance CEMax solutions help banks, credit card companies, and investment houses meet a wide range of business challenges.

Finance Challenges

We understand you and your business, we really do. You have customers from all ages, different generations, who use different applications, have different expectations, who use different products, through different journeys, and you are doing your best, you want to know every customer, give a personalized experience, meet everyone’s demands. We can help, help in the building and providing a true customer experience.
For more than 16 years, we have helped finance institutions provide an exceptional customer experience. Our customers won excellence awards and gained competitive advantages as we over the years helped them stay up to date with the current technologies and make the transition to the digital age and the mobile revolution. With multiple platforms, data security, regulation changes, various social media platforms, you need a partner who first understands the challenges, who is able to build the roadmap and guidelines to success, and have the team expertise and the technology to make it happen.

Regulation and Compliance

Financial institutions operate in a highly regulated environment and need to comply with existing and evolving financial regulations and reforms.

Customer Experience

Businesses need to deliver multichannel communication services to ensure effective feedback, together with a reliable and structured customer experience.

Brand Reputation

A key goal of financial institutions is to minimize risk and exposure caused by complaints published in the consumer Financial Protection Bureau consumer complaint database.

Loyalty and Churn

The increase in loyalty and reduction in churn are strategic goals for any financial business seeking to maintain and increase revenues from customer-driven services.

Complaint Management

Feedback flows in from different locations, and companies need to make sure that each complaint is handled by the right department and the right person.

Fast Resolution of Feedback

Fast resolution of customer complaints is a high priority. The objective is to avoid escalation to a regulation issue, and ensure that the staff is free to provide services.

CEMax solution

A full application suite for the finance-based organizations.

A modular application suite that can be implemented on the cloud or installed locally (on the-premises). Our solution incorporates finance-specific best practices and know-how. A specific project team can customize our solution to your needs. Learn more about CEMax offering:

Full Suite of Applications

Includes built-in complaint management, customer engagement, voice of the customer, and social media monitoring in one application platform and with no third-party add-ons.

True Omni-Channel

Enable customers to contact the organization through all communication types like: email, SMS, MMS, web, phone calls, VM, letters, faxes, social media, mobile, and more.

Automated Feedback Routing

Our adaptive workflow engine will make sure every feedback or complaint is being executed with the right SLA schedule and routed to the right people within the organization. Depending on the complaint type and other properties like location, regulation, customer sentiment, and other important characteristics, the machine learning workflow will create the tasks needed to resolve the complaint, assign the right people to each task, send email and other correspondence to people within the organization and to customers, track that every task will meet its deadline, and execute escalations when needed.

Simplified Communication

Correspondence will be sent automatically depending on the user needs or the workflow task being executed. Enable your employees to communicate directly with customers via our fully featured automatic correspondence engine

Dashboard & Reports

View key performance indicators, get up-to-date status, open and pending tasks, reports or drill down to analyze data and perform root-cause analysis.

Customer Benefits

How CEMax can improve your customer experience and customer journey

Compliance

CEMax helps our customers to comply with existing and new regulations—Dodd Frank, Wall Street reforms, National Mortgage Settlement, and Consumer Financial Protection Bureau.

Experience Hub

Each branch and business unit has direct access to personalized key performance indicators, dashboards, and feedback data.

Improve Products and Services

Gain insight about customer needs and wants, identify product defects, and learn about the features your customers value. Understand the reasons behind feedback scores and reduce customer interaction times.

Standardize Service Activities

Streamline your services based on specific organization procedures, processes, and policies.

Reliable, Field Proven Technology

Our innovative technology solutions are based on stable and reliable technology. Our solutions are already in use by major large-scale financial institutions, banks, credit card companies, and investment houses.

Adaptive Self-Improvement

CEMax modules are highly adaptive and can easily be modified to keep pace with growing customer experience needs and requirements.

Hear from CEMax about our finance offering

Learn from CEMax how to become more customer-centric, reduce churn, gain competitive advantage, and gain customer insight. Learn how CEMax solutions differentiate from the competition.

Contact CEMax

CEMax’s solutions for the Finance Industry

Please see our solution offering for your organization

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Complaint Management
CEM Solutions

Strengthen brand loyalty and promote a long-term customer life cycle

Learn more
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Voice of the Customer
VOC Solutions

Make sure the “customer voice” gets heard throughout the organization

Learn more
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Case Management
CEC Solutions

Advanced case management supporting all communication types

Learn more
Social Monitor
Social Media Monitoring
CEM Solutions

Monitor your brand mentions on social media

Learn more
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Knowledge Management
Solutions Addon

Empower employees and customers with right information at the right time

Learn more
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Email Management
CEC Solutions

Simplify email management, boost service responsiveness

Learn more
NPS Dashboard
EFM Solutions
CEM Solutions

Act on customer feedback to deliver continuous improvement

Learn more
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Customer Engagement
CEC Solutions

Next-Generation customer service as a strategic differentiator

Learn more

Finance Resources

Blogs, news, case studies, and other useful information

For more information about our solutions please see the following:

Blogs

CEMax blog posts, get insights on customer engagement, customer experience, and customer service

News

CEMax news, press releases, updates, new features, and up-to-date info about CEMax

Resources

All resources for customer experience management on one page including, blog posts, news, and more

Glossary

Glossary containing all relevant acronyms relating to customer service, CEM and  CEC

Contact CEMax for a personal demo about our finance solutions