servicenow-clientexp.communityinsightinitiative.com
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35.165.217.27
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Submitted URL: https://u4179949.ct.sendgrid.net/ls/click?upn=0lj5Og-2FHNRmP1khf-2FFXR433V0p-2FtjWOcGCxi0vtcEbskD6WjEjHUmNBecmnShi6Js8ciiP9oVlXMh...
Effective URL: https://servicenow-clientexp.communityinsightinitiative.com/survey/s/mmmcphxy/mmmzqa5h/?campaign=6707041b3c0d491b80312138e482602e
Submission: On October 17 via api from US — Scanned from DE
Effective URL: https://servicenow-clientexp.communityinsightinitiative.com/survey/s/mmmcphxy/mmmzqa5h/?campaign=6707041b3c0d491b80312138e482602e
Submission: On October 17 via api from US — Scanned from DE
Form analysis 1 forms found in the DOM
POST .
<form id="survey-form" class="form" action="." method="POST" xmlns="http://www.w3.org/1999/html">
<!-- SIDEBAR -->
<div class="span3 pull-right">
<div class="hidden-phone">
<a href="" target="_blank">
<img class="hidden-phone pull-right" style="margin-top: -10px; margin-bottom: 10px;" src="https://cth-staging-new.s3.amazonaws.com/images/24/logos/ServiceNowlogo_315x65.png" vspace="0" border="0">
</a>
<img style="text-align: center; margin-bottom: 10px;" src="https://cth-staging-new.s3.amazonaws.com/images/24/gifts/2022-IpadA_210x230.jpg" width="210" height="230">
<p>
<b>ServiceNow</b><br> 2225 Lawson Lane <br> Santa Clara, CA 95054<br>
<a href="https://www.servicenow.com/" target="_blank">ServiceNow.com</a><br> (408) 501-8550<br>
</p>
</div>
</div>
<fieldset class="span9">
<legend>Community Insight Survey </legend>
<div id="questions">
<div class="navbar" style="display: none">
<div class="navbar-inner">
<div class="container">
<ul class="nav nav-pills">
<li class="active"><a href="#step1" data-toggle="tab">Question 1</a></li>
<li><a href="#step2" data-toggle="tab">Question 2</a></li>
<li><a href="#step3" data-toggle="tab">Question 3</a></li>
<li><a href="#step4" data-toggle="tab">Question 4</a></li>
<li><a href="#step5" data-toggle="tab">Question 5</a></li>
<li><a href="#step6" data-toggle="tab">Question 6</a></li>
<li><a href="#step7" data-toggle="tab">Question 7</a></li>
<li><a href="#step8" data-toggle="tab">Question 8</a></li>
<li><a href="#step9" data-toggle="tab">Question 9</a></li>
<li><a href="#step10" data-toggle="tab">Question 10</a></li>
<li><a href="#step11" data-toggle="tab">Question 11</a></li>
<li><a href="#step12" data-toggle="tab">Question 12</a></li>
<li><a href="#step13" data-toggle="tab">Question 13</a></li>
<li><a href="#step14" data-toggle="tab">Question 14</a></li>
<li><a href="#step15" data-toggle="tab">Question 15</a></li>
<li><a href="#step16" data-toggle="tab">Question 16</a></li>
<li><a href="#step17" data-toggle="tab">Question 17</a></li>
<li><a href="#step18" data-toggle="tab">Question 18</a></li>
<li><a href="#step19" data-toggle="tab">Question 19</a></li>
<li><a href="#step20" data-toggle="tab">Question 20</a></li>
<li><a href="#step21" data-toggle="tab">Question 21</a></li>
<li><a href="#step-last" data-toggle="tab">Information</a></li>
</ul>
</div>
</div>
</div>
<div class="row">
<div id="bar" class="progress progress-striped active span9">
<div class="bar" style="width: 4.54545%;"></div>
</div>
</div>
<div class="row-fluid">
<div class="tab-content">
<div class="tab-pane active" id="step1">
<div class="control-group span9">
<label class="control-label" for="inputtext_4399">
<h3>My organization is part of the following industry:</h3>
</label>
<div class="controls">
<label class="radio" for="options_23743">
<div class="radio" id="uniform-options_23743"><span><input type="radio" name="radio_4399" id="options_23743" value="23743"></span></div> Top 10 Bank
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23744">
<div class="radio" id="uniform-options_23744"><span><input type="radio" name="radio_4399" id="options_23744" value="23744"></span></div> Retail Bank
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23745">
<div class="radio" id="uniform-options_23745"><span><input type="radio" name="radio_4399" id="options_23745" value="23745"></span></div> Commercial Bank
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23746">
<div class="radio" id="uniform-options_23746"><span><input type="radio" name="radio_4399" id="options_23746" value="23746"></span></div> Fintech Bank
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23747">
<div class="radio" id="uniform-options_23747"><span><input type="radio" name="radio_4399" id="options_23747" value="23747"></span></div> Credit Union
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23748">
<div class="radio" id="uniform-options_23748"><span><input type="radio" name="radio_4399" id="options_23748" value="23748"></span></div> Regional Bank
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23749">
<div class="radio" id="uniform-options_23749"><span><input type="radio" name="radio_4399" id="options_23749" value="23749"></span></div> Investment Bank
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23750">
<div class="radio" id="uniform-options_23750"><span><input type="radio" name="radio_4399" id="options_23750" value="23750"></span></div> Government Sponsored Entity (GSE)
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23751">
<div class="radio" id="uniform-options_23751"><span><input type="radio" name="radio_4399" id="options_23751" value="23751"></span></div> Financial Advisory
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23752">
<div class="radio" id="uniform-options_23752"><span><input type="radio" name="radio_4399" id="options_23752" value="23752"></span></div> Insurance Company
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23753">
<div class="radio" id="uniform-options_23753"><span><input type="radio" name="radio_4399" id="options_23753" value="23753"></span></div> Mortgage Company
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23754">
<div class="radio" id="uniform-options_23754"><span><input type="radio" name="radio_4399" id="options_23754" value="23754"></span></div> Wealth Management
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23755">
<div class="radio" id="uniform-options_23755"><span><input type="radio" name="radio_4399" id="options_23755" value="23755"></span></div> Asset Management
</label>
<div style="clear:both"></div>
</div>
</div>
</div>
<div class="tab-pane" id="step2">
<div class="control-group span9">
<label class="control-label" for="inputtext_4400">
<h3>My group's top business priority for the next 12 months is:</h3>
</label>
<div class="controls">
<label class="radio" for="options_23756">
<div class="radio" id="uniform-options_23756"><span><input type="radio" name="radio_4400" id="options_23756" value="23756"></span></div> Harnessing the power of the whole firm to deliver immediate, convenient experiences for clients
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23757">
<div class="radio" id="uniform-options_23757"><span><input type="radio" name="radio_4400" id="options_23757" value="23757"></span></div> Digitally disrupt industry norms and become a firm of the future
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23758">
<div class="radio" id="uniform-options_23758"><span><input type="radio" name="radio_4400" id="options_23758" value="23758"></span></div> Reducing operating costs
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23759">
<div class="radio" id="uniform-options_23759"><span><input type="radio" name="radio_4400" id="options_23759" value="23759"></span></div> Using data more effectively to make better business decisions
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23760">
<div class="radio" id="uniform-options_23760"><span><input type="radio" name="radio_4400" id="options_23760" value="23760"></span></div> Accelerating software transformation
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23761">
<div class="radio" id="uniform-options_23761"><span><input type="radio" name="radio_4400" id="options_23761" value="23761"></span></div> Improving client service through predictive and proactive systems
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23762">
<div class="radio" id="uniform-options_23762"><span><input type="radio" name="radio_4400" id="options_23762" value="23762"></span></div> Aligning operations to better meet client expectations
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23763">
<div class="radio" id="uniform-options_23763"><span><input type="radio" name="radio_4400" id="options_23763" value="23763"></span></div> Improving internal processes by increasing capabilities of our client-facing applications
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23764">
<div class="radio" id="uniform-options_23764"><span><input type="radio" name="radio_4400" id="options_23764" value="23764"></span></div> Creating new monetization opportunities by increasing capabilities to interpret, leverage, and
integrate data
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23765">
<div class="radio" id="uniform-options_23765"><span><input type="radio" name="radio_4400" id="options_23765" value="23765"></span></div> Ensuring we meet all compliance regulations
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23766">
<div class="radio" id="uniform-options_23766"><span><input type="radio" name="radio_4400" id="options_23766" value="23766"></span></div> Ensuring we substantially reduce security risks
</label>
<div style="clear:both"></div>
</div>
</div>
</div>
<div class="tab-pane" id="step3">
<div class="control-group span9">
<label class="control-label" for="inputtext_4401">
<h3>To substantially improve the client experience, we need to:</h3>
</label>
<div class="controls">
<label class="radio" for="options_23767">
<div class="radio" id="uniform-options_23767"><span><input type="radio" name="radio_4401" id="options_23767" value="23767"></span></div> Synch account activity across the front, middle and back-offices
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23768">
<div class="radio" id="uniform-options_23768"><span><input type="radio" name="radio_4401" id="options_23768" value="23768"></span></div> Closely track trends and root causes of issues/complaints
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23769">
<div class="radio" id="uniform-options_23769"><span><input type="radio" name="radio_4401" id="options_23769" value="23769"></span></div> Enable multi-channel client-servicing, including virtually-assisted services
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23770">
<div class="radio" id="uniform-options_23770"><span><input type="radio" name="radio_4401" id="options_23770" value="23770"></span></div> Deliver anytime-anywhere visibility for clients and relationship managers
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23771">
<div class="radio" id="uniform-options_23771"><span><input type="radio" name="radio_4401" id="options_23771" value="23771"></span></div> Streamline internal processes as part of the goal to substantially reduce the amount of manual
tasks and checkpoints relating to client on-boarding
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23772">
<div class="radio" id="uniform-options_23772"><span><input type="radio" name="radio_4401" id="options_23772" value="23772"></span></div> Identify internal bottlenecks that reduce efficiency and effectiveness of client service teams
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23773">
<div class="radio" id="uniform-options_23773"><span><input type="radio" name="radio_4401" id="options_23773" value="23773"></span></div> We need to add modern services that clients expect, but we still need to rely on our legacy
systems in the back-end
</label>
<div style="clear:both"></div>
</div>
</div>
</div>
<div class="tab-pane" id="step4">
<div class="control-group span9">
<label class="control-label" for="inputtext_4402">
<h3>When it comes to harnessing our capabilities to increase client experience, our top priority is:</h3>
</label>
<div class="controls">
<label class="radio" for="options_23774">
<div class="radio" id="uniform-options_23774"><span><input type="radio" name="radio_4402" id="options_23774" value="23774"></span></div> Simplifying the onboarding process
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23775">
<div class="radio" id="uniform-options_23775"><span><input type="radio" name="radio_4402" id="options_23775" value="23775"></span></div> Providing new clients with the resources and guidance they need to be highly productive more
quickly
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23776">
<div class="radio" id="uniform-options_23776"><span><input type="radio" name="radio_4402" id="options_23776" value="23776"></span></div> Deploying and increasing adoption of tools
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23777">
<div class="radio" id="uniform-options_23777"><span><input type="radio" name="radio_4402" id="options_23777" value="23777"></span></div> Improving reporting capabilities by making it easier for employees to gather and analyze key
data that will help them improve the client experience
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23778">
<div class="radio" id="uniform-options_23778"><span><input type="radio" name="radio_4402" id="options_23778" value="23778"></span></div> Reducing the level of effort required to enable clients to gain value from our products and
services
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23779">
<div class="radio" id="uniform-options_23779"><span><input type="radio" name="radio_4402" id="options_23779" value="23779"></span></div> Adopting more modern approaches that automate processes so team members can focus on critical
tasks that further support clients
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23780">
<div class="radio" id="uniform-options_23780"><span><input type="radio" name="radio_4402" id="options_23780" value="23780"></span></div> Providing clients with more self-service options - to enable them to resolve issues on their
own - saving employees time and increasing client satisfaction
</label>
<div style="clear:both"></div>
</div>
</div>
</div>
<div class="tab-pane" id="step5">
<div class="control-group span9">
<label class="control-label" for="inputtext_4403">
<h3>The biggest challenge that makes it difficult for our organization to achieve its client experience goals:</h3>
</label>
<div class="controls">
<label class="radio" for="options_23781">
<div class="radio" id="uniform-options_23781"><span><input type="radio" name="radio_4403" id="options_23781" value="23781"></span></div> Key stakeholders are unaware of our strategy and/or we lack sufficient consensus on the
strategy
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23782">
<div class="radio" id="uniform-options_23782"><span><input type="radio" name="radio_4403" id="options_23782" value="23782"></span></div> Initiatives are often launched without realizing all the impacts across the enterprise
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23783">
<div class="radio" id="uniform-options_23783"><span><input type="radio" name="radio_4403" id="options_23783" value="23783"></span></div> Given the lack of visibility for all initiative impacts, it is difficult to assess full costs,
hard to budget appropriately, and/or get budget requests approved
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23784">
<div class="radio" id="uniform-options_23784"><span><input type="radio" name="radio_4403" id="options_23784" value="23784"></span></div> We lack sufficient knowledge regarding client utilization of our products/services
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23785">
<div class="radio" id="uniform-options_23785"><span><input type="radio" name="radio_4403" id="options_23785" value="23785"></span></div> We lack sufficient knowledge regarding client satisfaction rates
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23786">
<div class="radio" id="uniform-options_23786"><span><input type="radio" name="radio_4403" id="options_23786" value="23786"></span></div> Lack personnel with the necessary skills to fully and successfully implement our vision
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23787">
<div class="radio" id="uniform-options_23787"><span><input type="radio" name="radio_4403" id="options_23787" value="23787"></span></div> Lack staff capacity, given competing priorities, to implement our vision in a timely way
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23788">
<div class="radio" id="uniform-options_23788"><span><input type="radio" name="radio_4403" id="options_23788" value="23788"></span></div> Difficulty moving past traditional processes and systems. even though new approaches would
better serve our organization and our clients
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23789">
<div class="radio" id="uniform-options_23789"><span><input type="radio" name="radio_4403" id="options_23789" value="23789"></span></div> Number of internal silos and teams managing systems on their own
</label>
<div style="clear:both"></div>
</div>
</div>
</div>
<div class="tab-pane" id="step6">
<div class="control-group span9">
<label class="control-label" for="inputtext_4404">
<h3>In the context of achieving client experience goals, our capacity to achieve those goals are limited by:</h3>
</label>
<div class="controls">
<label class="radio" for="options_23790">
<div class="radio" id="uniform-options_23790"><span><input type="radio" name="radio_4404" id="options_23790" value="23790"></span></div> Internal teams lack knowledge and/or resources needed
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23791">
<div class="radio" id="uniform-options_23791"><span><input type="radio" name="radio_4404" id="options_23791" value="23791"></span></div> Available capabilities are too inflexible - making it difficult to adapt to evolving client
needs
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23792">
<div class="radio" id="uniform-options_23792"><span><input type="radio" name="radio_4404" id="options_23792" value="23792"></span></div> Our client satisfaction goals are being entirely met given the tools and processes that we have
already put in place
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23793">
<div class="radio" id="uniform-options_23793"><span><input type="radio" name="radio_4404" id="options_23793" value="23793"></span></div> We are missing opportunities to increase client satisfaction. This is making it more difficult
to accelerate growth and/or retain existing clients
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23794">
<div class="radio" id="uniform-options_23794"><span><input type="radio" name="radio_4404" id="options_23794" value="23794"></span></div> There is no consensus around priorities that are required to improve client satisfaction
</label>
<div style="clear:both"></div>
</div>
</div>
</div>
<div class="tab-pane" id="step7">
<div class="control-group span9">
<label class="control-label" for="inputtext_4405">
<h3>How many clients does your organization serve?</h3>
</label>
<div class="controls">
<label class="radio" for="options_23795">
<div class="radio" id="uniform-options_23795"><span><input type="radio" name="radio_4405" id="options_23795" value="23795"></span></div> 1 - 1,000
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23796">
<div class="radio" id="uniform-options_23796"><span><input type="radio" name="radio_4405" id="options_23796" value="23796"></span></div> 1,001 - 5,000
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23797">
<div class="radio" id="uniform-options_23797"><span><input type="radio" name="radio_4405" id="options_23797" value="23797"></span></div> 5,001 - 10,000
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23798">
<div class="radio" id="uniform-options_23798"><span><input type="radio" name="radio_4405" id="options_23798" value="23798"></span></div> 10,001 - 20,000
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23799">
<div class="radio" id="uniform-options_23799"><span><input type="radio" name="radio_4405" id="options_23799" value="23799"></span></div> 20,001 - 50,000
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23800">
<div class="radio" id="uniform-options_23800"><span><input type="radio" name="radio_4405" id="options_23800" value="23800"></span></div> 50,001+
</label>
<div style="clear:both"></div>
</div>
</div>
</div>
<div class="tab-pane" id="step8">
<div class="control-group span9">
<label class="control-label" for="inputtext_4406">
<h3>Are Client Experience priorities and IT priorities aligned?</h3>
</label>
<div class="controls">
<label class="radio" for="options_23801">
<div class="radio" id="uniform-options_23801"><span><input type="radio" name="radio_4406" id="options_23801" value="23801"></span></div> Yes, CX and IT are highly aligned and coordinated - with clearly identified and shared
priorities
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23802">
<div class="radio" id="uniform-options_23802"><span><input type="radio" name="radio_4406" id="options_23802" value="23802"></span></div> Yes, CX and IT leaders are highly aligned and coordinated - but CX does purchase IT services
independent of IT - and that can disrupt IT governance and compliance
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23803">
<div class="radio" id="uniform-options_23803"><span><input type="radio" name="radio_4406" id="options_23803" value="23803"></span></div> Yes, CX and IT leaders are aligned and coordinated - but team leaders do not always fully
understand the complexity of the IT solutions and services needed to solve business challenges
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23804">
<div class="radio" id="uniform-options_23804"><span><input type="radio" name="radio_4406" id="options_23804" value="23804"></span></div> Yes, CX and IT leaders are aligned and coordinated - but IT does not fully understand the
urgency of business goals and are unable to adapt quickly enough to ensure that business objectives are achieved
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23805">
<div class="radio" id="uniform-options_23805"><span><input type="radio" name="radio_4406" id="options_23805" value="23805"></span></div> No, CX and IT leaders are not aligned. Shared priorities are identified, but CX and IT are
siloed. Effective coordination is not typically taking place
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23806">
<div class="radio" id="uniform-options_23806"><span><input type="radio" name="radio_4406" id="options_23806" value="23806"></span></div> No, CX and IT priorities are not aligned and there is no systematic process in place to ensure
that these teams gain alignment
</label>
<div style="clear:both"></div>
</div>
</div>
</div>
<div class="tab-pane" id="step9">
<div class="control-group span9">
<label class="control-label" for="inputtext_4407">
<h3>What new capability or new approach would have the biggest impact on your team's efforts to improve client experience?</h3>
</label>
<div class="controls">
<label class="radio" for="options_23807">
<div class="radio" id="uniform-options_23807"><span><input type="radio" name="radio_4407" id="options_23807" value="23807"></span></div> Break down siloes and streamline currently fragmented systems and/or processes
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23808">
<div class="radio" id="uniform-options_23808"><span><input type="radio" name="radio_4407" id="options_23808" value="23808"></span></div> Improve anytime-anywhere visibility for clients and relationship managers
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23809">
<div class="radio" id="uniform-options_23809"><span><input type="radio" name="radio_4407" id="options_23809" value="23809"></span></div> Connect clients and client service to other departments - engineering, operations, finance - in
a single platform
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23810">
<div class="radio" id="uniform-options_23810"><span><input type="radio" name="radio_4407" id="options_23810" value="23810"></span></div> Adding a modern application layer on top of legacy systems we can't remove - in a way that
substantially increases self-service capabilities
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23811">
<div class="radio" id="uniform-options_23811"><span><input type="radio" name="radio_4407" id="options_23811" value="23811"></span></div> Enabling guided decisions and playbooks that improve the level of client support
</label>
<div style="clear:both"></div>
</div>
</div>
</div>
<div class="tab-pane" id="step10">
<div class="control-group span9">
<label class="control-label" for="inputtext_4408">
<h3>Our current technology landscape is fragmented with a wide range of legacy solutions that lead to outdated processes and complexities.</h3>
</label>
<div class="controls">
<label class="radio" for="options_23813">
<div class="radio" id="uniform-options_23813"><span><input type="radio" name="radio_4408" id="options_23813" value="23813"></span></div> This was once true for our organization, but after making a significant investment in time and
resources, we have implemented widespread changes that have removed siloes and streamlined our processes
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23814">
<div class="radio" id="uniform-options_23814"><span><input type="radio" name="radio_4408" id="options_23814" value="23814"></span></div> This is a known issue and we are currently in the midst of a process optimization review that
will help us determine the best way to overcome this challenge
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23815">
<div class="radio" id="uniform-options_23815"><span><input type="radio" name="radio_4408" id="options_23815" value="23815"></span></div> This is a known issue, but it is not considered to be critical enough for us to focus on
solving it
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23816">
<div class="radio" id="uniform-options_23816"><span><input type="radio" name="radio_4408" id="options_23816" value="23816"></span></div> This is a critical issue, but we are not sure how we can solve it without making large
investments and painful changes to our legacy systems
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23817">
<div class="radio" id="uniform-options_23817"><span><input type="radio" name="radio_4408" id="options_23817" value="23817"></span></div> This is a critical issue, but we can't change our legacy systems. They are still irreplaceable
for us. As a result, we are implementing some small process changes that are leading to incremental improvements in the client experience
</label>
<div style="clear:both"></div>
</div>
</div>
</div>
<div class="tab-pane" id="step11">
<div class="control-group span9">
<label class="control-label" for="inputtext_4409">
<h3>Are professional services companies enabling your organization to achieve its client experience goals?</h3>
</label>
<div class="controls">
<label class="radio" for="options_23818">
<div class="radio" id="uniform-options_23818"><span><input type="radio" name="radio_4409" id="options_23818" value="23818"></span></div> No, they lack depth of knowledge across a wide range of technical competencies
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23819">
<div class="radio" id="uniform-options_23819"><span><input type="radio" name="radio_4409" id="options_23819" value="23819"></span></div> No, they lack sufficient knowledge of our particular industry
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23820">
<div class="radio" id="uniform-options_23820"><span><input type="radio" name="radio_4409" id="options_23820" value="23820"></span></div> No, they lack the geographic footprint to meet the needs of our organization
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23821">
<div class="radio" id="uniform-options_23821"><span><input type="radio" name="radio_4409" id="options_23821" value="23821"></span></div> No, they lack sufficiently comprehensive processes
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23822">
<div class="radio" id="uniform-options_23822"><span><input type="radio" name="radio_4409" id="options_23822" value="23822"></span></div> Yes, they are helping us provide better client experience
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23823">
<div class="radio" id="uniform-options_23823"><span><input type="radio" name="radio_4409" id="options_23823" value="23823"></span></div> Yes, they are reducing a prior burden on internal resources
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23824">
<div class="radio" id="uniform-options_23824"><span><input type="radio" name="radio_4409" id="options_23824" value="23824"></span></div> Yes, they are reducing costs, compared to the leveraging of internal resources
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23825">
<div class="radio" id="uniform-options_23825"><span><input type="radio" name="radio_4409" id="options_23825" value="23825"></span></div> Yes, but since they lack a comprehensive library of templates it takes longer to implement
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23826">
<div class="radio" id="uniform-options_23826"><span><input type="radio" name="radio_4409" id="options_23826" value="23826"></span></div> Yes, but their staff provided is relatively junior - takes longer to deploy, which adds costs
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23827">
<div class="radio" id="uniform-options_23827"><span><input type="radio" name="radio_4409" id="options_23827" value="23827"></span></div> Yes, but wish they could help us bridge an organizational divide - beyond technical support
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23828">
<div class="radio" id="uniform-options_23828"><span><input type="radio" name="radio_4409" id="options_23828" value="23828"></span></div> Yes, they are helping us integrate disparate tools and systems
</label>
<div style="clear:both"></div>
</div>
</div>
</div>
<div class="tab-pane" id="step12">
<div class="control-group span9">
<label class="control-label" for="inputtext_4410">
<h3>In the context of helping to meet our business goals, our client experience initiatives are currently:</h3>
</label>
<div class="controls">
<label class="radio" for="options_23829">
<div class="radio" id="uniform-options_23829"><span><input type="radio" name="radio_4410" id="options_23829" value="23829"></span></div> Constraining our ability to expand our business
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23830">
<div class="radio" id="uniform-options_23830"><span><input type="radio" name="radio_4410" id="options_23830" value="23830"></span></div> Increasing revenue growth
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23831">
<div class="radio" id="uniform-options_23831"><span><input type="radio" name="radio_4410" id="options_23831" value="23831"></span></div> Successfully enabling us to reduce operating costs
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23832">
<div class="radio" id="uniform-options_23832"><span><input type="radio" name="radio_4410" id="options_23832" value="23832"></span></div> Improving client experiences, but aren't have an impact on our growth
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23833">
<div class="radio" id="uniform-options_23833"><span><input type="radio" name="radio_4410" id="options_23833" value="23833"></span></div> Too inflexible - making it difficult to adapt to evolving client requirements
</label>
<div style="clear:both"></div>
</div>
</div>
</div>
<div class="tab-pane" id="step13">
<div class="control-group span9">
<label class="control-label" for="inputtext_4411">
<h3>We aim to deliver new services across mobile deposits, online lending, e-payments, digital cards, and digital self-service.</h3>
</label>
<div class="controls">
<label class="radio" for="options_23834">
<div class="radio" id="uniform-options_23834"><span><input type="radio" name="radio_4411" id="options_23834" value="23834"></span></div> We have already delivered these capabilities to our clients and our client experience metrics
are increasing as a result
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23835">
<div class="radio" id="uniform-options_23835"><span><input type="radio" name="radio_4411" id="options_23835" value="23835"></span></div> We have already delivered these capabilities to our clients, but our client experience metrics
are not increasing as expected
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23836">
<div class="radio" id="uniform-options_23836"><span><input type="radio" name="radio_4411" id="options_23836" value="23836"></span></div> This is on our road map, but our legacy systems will not support all of these efforts. We are
currently evaluating how to overcome those challenges
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23837">
<div class="radio" id="uniform-options_23837"><span><input type="radio" name="radio_4411" id="options_23837" value="23837"></span></div> Our legacy systems won't support these capabilities. Given our unique situation, we do not
believe that achieving this level of service is possible for our organization
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23838">
<div class="radio" id="uniform-options_23838"><span><input type="radio" name="radio_4411" id="options_23838" value="23838"></span></div> We are currently evaluating a wide variety of tools and changes to our processes that will
enable us to achieve these goals
</label>
<div style="clear:both"></div>
</div>
</div>
</div>
<div class="tab-pane" id="step14">
<div class="control-group span9">
<label class="control-label" for="inputtext_4412">
<h3>The biggest challenge that makes it difficult for us to proactively resolve issues and address complaints quickly is:</h3>
</label>
<div class="controls">
<label class="radio" for="options_23839">
<div class="radio" id="uniform-options_23839"><span><input type="radio" name="radio_4412" id="options_23839" value="23839"></span></div> We don't have a way to track trends and identify root causes
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23840">
<div class="radio" id="uniform-options_23840"><span><input type="radio" name="radio_4412" id="options_23840" value="23840"></span></div> This is not a challenge for us given that we have the resources and processes in place that
enable us to achieve this goal quickly and easily
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23841">
<div class="radio" id="uniform-options_23841"><span><input type="radio" name="radio_4412" id="options_23841" value="23841"></span></div> Our systems are too fragmented, making it difficult for client service to access sufficient
information and difficult for them to reach the right internal resources quickly
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23842">
<div class="radio" id="uniform-options_23842"><span><input type="radio" name="radio_4412" id="options_23842" value="23842"></span></div> Our processes are overly complex and are primarily designed to be reactive to issues - as
opposed to proactively resolving them
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23843">
<div class="radio" id="uniform-options_23843"><span><input type="radio" name="radio_4412" id="options_23843" value="23843"></span></div> Other legacy systems make it difficult to deliver the level of self-service, automation, and
autonomous agents that would be needed in order to achieve these goals
</label>
<div style="clear:both"></div>
</div>
</div>
</div>
<div class="tab-pane" id="step15">
<div class="control-group span9">
<label class="control-label" for="inputtext_4413">
<h3>How would you rate your organization's ability to analyze and interpret client data - to improve the client experience and increase client retention?</h3>
</label>
<div class="controls">
<label class="radio" for="options_23844">
<div class="radio" id="uniform-options_23844"><span><input type="radio" name="radio_4413" id="options_23844" value="23844"></span></div> We have personnel and systems in place to analyze and interpret data in a way that directly
improves the client experience and increases client retention rates
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23845">
<div class="radio" id="uniform-options_23845"><span><input type="radio" name="radio_4413" id="options_23845" value="23845"></span></div> We have personnel and systems in place to analyze and interpret data in a comprehensive way,
but we are not directly impacting the client experience or retention rates
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23846">
<div class="radio" id="uniform-options_23846"><span><input type="radio" name="radio_4413" id="options_23846" value="23846"></span></div> We have the right internal resources, but we don't have the systems in place to analyze and
interpret data in a way that directly impacts client experience and/or retention rates
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23847">
<div class="radio" id="uniform-options_23847"><span><input type="radio" name="radio_4413" id="options_23847" value="23847"></span></div> We have a vision for analyzing and interpreting data in ways that will impact client experience
and retention, but we lack the personnel and/or the systems needed to achieve that goal
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23848">
<div class="radio" id="uniform-options_23848"><span><input type="radio" name="radio_4413" id="options_23848" value="23848"></span></div> We have tried to analyze and interpret data in the past, but the initiative failed
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23849">
<div class="radio" id="uniform-options_23849"><span><input type="radio" name="radio_4413" id="options_23849" value="23849"></span></div> We have not considered the analysis and interpretation of data as a way to impact client
experience and retention rates
</label>
<div style="clear:both"></div>
</div>
</div>
</div>
<div class="tab-pane" id="step16">
<div class="control-group span9">
<label class="control-label" for="inputtext_4414">
<h3>The growth of our business accelerates most noticeably when we:</h3>
</label>
<div class="controls">
<label class="radio" for="options_23850">
<div class="radio" id="uniform-options_23850"><span><input type="radio" name="radio_4414" id="options_23850" value="23850"></span></div> Remove friction in ways that substantially improves the client experience
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23851">
<div class="radio" id="uniform-options_23851"><span><input type="radio" name="radio_4414" id="options_23851" value="23851"></span></div> Provide new self-service capabilities that make it easier for clients to leverage our services
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23852">
<div class="radio" id="uniform-options_23852"><span><input type="radio" name="radio_4414" id="options_23852" value="23852"></span></div> Provide more of our services digitally to improve client experience - but also to create new
market opportunities
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23853">
<div class="radio" id="uniform-options_23853"><span><input type="radio" name="radio_4414" id="options_23853" value="23853"></span></div> Enable AI and/or ML capabilities relating to client experience
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23854">
<div class="radio" id="uniform-options_23854"><span><input type="radio" name="radio_4414" id="options_23854" value="23854"></span></div> Increase the level of automation and simplify processes relating to client onboarding
</label>
<div style="clear:both"></div>
</div>
</div>
</div>
<div class="tab-pane" id="step17">
<div class="control-group span9">
<label class="control-label" for="inputtext_4415">
<h3>When it comes to client experience:</h3>
</label>
<div class="controls">
<label class="radio" for="options_23855">
<div class="radio" id="uniform-options_23855"><span><input type="radio" name="radio_4415" id="options_23855" value="23855"></span></div> We continuously engage all clients and enable voice-of-the-client to be a part of key
decision-making
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23856">
<div class="radio" id="uniform-options_23856"><span><input type="radio" name="radio_4415" id="options_23856" value="23856"></span></div> We continuously engage our top clients and their voice is a key part of decision-making
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23857">
<div class="radio" id="uniform-options_23857"><span><input type="radio" name="radio_4415" id="options_23857" value="23857"></span></div> We provide tools, resources, and training that clients need to quickly take advantage of our
products/services
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23858">
<div class="radio" id="uniform-options_23858"><span><input type="radio" name="radio_4415" id="options_23858" value="23858"></span></div> We continuously engage with all clients - including AI and ML applications
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23859">
<div class="radio" id="uniform-options_23859"><span><input type="radio" name="radio_4415" id="options_23859" value="23859"></span></div> We provide clients with a wide range of self-service applications, but the approach is not
customized enough to substantially improve the client experience
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23860">
<div class="radio" id="uniform-options_23860"><span><input type="radio" name="radio_4415" id="options_23860" value="23860"></span></div> We provide clients with a wide range of self-service applications, but our systems are too
fragmented and siloed to substantially improve the client experience
</label>
<div style="clear:both"></div>
</div>
</div>
</div>
<div class="tab-pane" id="step18">
<div class="control-group span9">
<label class="control-label" for="inputtext_4416">
<h3>Which of these would be considered a strategic win for client experience - if it were to be achieved?</h3>
</label>
<div class="controls">
<label class="radio" for="options_23861">
<div class="radio" id="uniform-options_23861"><span><input type="radio" name="radio_4416" id="options_23861" value="23861"></span></div> Consolidate client support and communication experiences within a single platform
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23862">
<div class="radio" id="uniform-options_23862"><span><input type="radio" name="radio_4416" id="options_23862" value="23862"></span></div> Deliver a unified client experience via a portal, mobile, voice, and conversational interface -
where the client can self-select their preferred way to receive information and respond
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23863">
<div class="radio" id="uniform-options_23863"><span><input type="radio" name="radio_4416" id="options_23863" value="23863"></span></div> Artificial intelligence agents that are able to resolve client requests efficiently - enabling
our employees to focus on higher-level responsibilities
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23864">
<div class="radio" id="uniform-options_23864"><span><input type="radio" name="radio_4416" id="options_23864" value="23864"></span></div> Segment experiences based on job type or role - including prebuilt experiences for common roles
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23865">
<div class="radio" id="uniform-options_23865"><span><input type="radio" name="radio_4416" id="options_23865" value="23865"></span></div> Provide visibility into client service usage in a way that enables our team to identify trends,
bottlenecks, and areas for process improvement
</label>
<div style="clear:both"></div>
</div>
</div>
</div>
<div class="tab-pane" id="step19">
<div class="control-group span9">
<label class="control-label" for="inputtext_4417">
<h3>When it comes to our client service team, we primarily:</h3>
</label>
<div class="controls">
<label class="radio" for="options_23866">
<div class="radio" id="uniform-options_23866"><span><input type="radio" name="radio_4417" id="options_23866" value="23866"></span></div> Are evaluating how to better integrate client service data to understand key trends and
identify bottlenecks to make sure that resources are better aligned with the client experience
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23867">
<div class="radio" id="uniform-options_23867"><span><input type="radio" name="radio_4417" id="options_23867" value="23867"></span></div> Need to further automate client service so that team members can focus on the more complex
client issues
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23868">
<div class="radio" id="uniform-options_23868"><span><input type="radio" name="radio_4417" id="options_23868" value="23868"></span></div> Are looking for ways to improve case management - especially our ability to quickly and
effectively triage incoming calls
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23869">
<div class="radio" id="uniform-options_23869"><span><input type="radio" name="radio_4417" id="options_23869" value="23869"></span></div> Increase case visibility and collaboration between Tier 1 Agents and supporting teams
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23870">
<div class="radio" id="uniform-options_23870"><span><input type="radio" name="radio_4417" id="options_23870" value="23870"></span></div> Shorten case duration and volume of clients that need to directly engage with members of client
service by improving self-service and AI Agents
</label>
<div style="clear:both"></div>
</div>
</div>
</div>
<div class="tab-pane" id="step20">
<div class="control-group span9">
<label class="control-label" for="inputtext_4418">
<h3>Client onboarding - especially for capital markets and asset managers - is complex and requires numerous tasks across multiple teams, client counterparts, and systems. We are looking to speed up onboarding by:</h3>
</label>
<div class="controls">
<label class="radio" for="options_23871">
<div class="radio" id="uniform-options_23871"><span><input type="radio" name="radio_4418" id="options_23871" value="23871"></span></div> We are not looking to speed up or simplify our onboarding process. It is already
industry-leading
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23872">
<div class="radio" id="uniform-options_23872"><span><input type="radio" name="radio_4418" id="options_23872" value="23872"></span></div> We are focusing on improving input forms and checklists that are used to gather required data
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23873">
<div class="radio" id="uniform-options_23873"><span><input type="radio" name="radio_4418" id="options_23873" value="23873"></span></div> We are developing and/or enhancing current playbooks for task automation: initial set-up, and
pre-launch review
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23874">
<div class="radio" id="uniform-options_23874"><span><input type="radio" name="radio_4418" id="options_23874" value="23874"></span></div> Improving integration capabilities with SFDC & Document Management platform
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23875">
<div class="radio" id="uniform-options_23875"><span><input type="radio" name="radio_4418" id="options_23875" value="23875"></span></div> Delivering analytics dashboards to get insight on IMA timelines, launch at risks and client
CSAT
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23876">
<div class="radio" id="uniform-options_23876"><span><input type="radio" name="radio_4418" id="options_23876" value="23876"></span></div> We are looking to dramatically improve client experience with a solution that helps firms
automate and simplify the onboarding processes from end-to-end
</label>
<div style="clear:both"></div>
</div>
</div>
</div>
<div class="tab-pane" id="step21">
<div class="control-group span9">
<label class="control-label" for="inputtext_4419">
<h3>When it comes to addressing key client experience challenges:</h3>
</label>
<div class="controls">
<label class="radio" for="options_23877">
<div class="radio" id="uniform-options_23877"><span><input type="radio" name="radio_4419" id="options_23877" value="23877"></span></div> We are in the process of evaluating a number of solutions to identify which one(s) will solve
key client challenges
</label>
<div style="clear:both"></div>
<label class="radio" for="options_23878">
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ServiceNow 2225 Lawson Lane Santa Clara, CA 95054 ServiceNow.com (408) 501-8550 Community Insight Survey * Question 1 * Question 2 * Question 3 * Question 4 * Question 5 * Question 6 * Question 7 * Question 8 * Question 9 * Question 10 * Question 11 * Question 12 * Question 13 * Question 14 * Question 15 * Question 16 * Question 17 * Question 18 * Question 19 * Question 20 * Question 21 * Information MY ORGANIZATION IS PART OF THE FOLLOWING INDUSTRY: Top 10 Bank Retail Bank Commercial Bank Fintech Bank Credit Union Regional Bank Investment Bank Government Sponsored Entity (GSE) Financial Advisory Insurance Company Mortgage Company Wealth Management Asset Management MY GROUP'S TOP BUSINESS PRIORITY FOR THE NEXT 12 MONTHS IS: Harnessing the power of the whole firm to deliver immediate, convenient experiences for clients Digitally disrupt industry norms and become a firm of the future Reducing operating costs Using data more effectively to make better business decisions Accelerating software transformation Improving client service through predictive and proactive systems Aligning operations to better meet client expectations Improving internal processes by increasing capabilities of our client-facing applications Creating new monetization opportunities by increasing capabilities to interpret, leverage, and integrate data Ensuring we meet all compliance regulations Ensuring we substantially reduce security risks TO SUBSTANTIALLY IMPROVE THE CLIENT EXPERIENCE, WE NEED TO: Synch account activity across the front, middle and back-offices Closely track trends and root causes of issues/complaints Enable multi-channel client-servicing, including virtually-assisted services Deliver anytime-anywhere visibility for clients and relationship managers Streamline internal processes as part of the goal to substantially reduce the amount of manual tasks and checkpoints relating to client on-boarding Identify internal bottlenecks that reduce efficiency and effectiveness of client service teams We need to add modern services that clients expect, but we still need to rely on our legacy systems in the back-end WHEN IT COMES TO HARNESSING OUR CAPABILITIES TO INCREASE CLIENT EXPERIENCE, OUR TOP PRIORITY IS: Simplifying the onboarding process Providing new clients with the resources and guidance they need to be highly productive more quickly Deploying and increasing adoption of tools Improving reporting capabilities by making it easier for employees to gather and analyze key data that will help them improve the client experience Reducing the level of effort required to enable clients to gain value from our products and services Adopting more modern approaches that automate processes so team members can focus on critical tasks that further support clients Providing clients with more self-service options - to enable them to resolve issues on their own - saving employees time and increasing client satisfaction THE BIGGEST CHALLENGE THAT MAKES IT DIFFICULT FOR OUR ORGANIZATION TO ACHIEVE ITS CLIENT EXPERIENCE GOALS: Key stakeholders are unaware of our strategy and/or we lack sufficient consensus on the strategy Initiatives are often launched without realizing all the impacts across the enterprise Given the lack of visibility for all initiative impacts, it is difficult to assess full costs, hard to budget appropriately, and/or get budget requests approved We lack sufficient knowledge regarding client utilization of our products/services We lack sufficient knowledge regarding client satisfaction rates Lack personnel with the necessary skills to fully and successfully implement our vision Lack staff capacity, given competing priorities, to implement our vision in a timely way Difficulty moving past traditional processes and systems. even though new approaches would better serve our organization and our clients Number of internal silos and teams managing systems on their own IN THE CONTEXT OF ACHIEVING CLIENT EXPERIENCE GOALS, OUR CAPACITY TO ACHIEVE THOSE GOALS ARE LIMITED BY: Internal teams lack knowledge and/or resources needed Available capabilities are too inflexible - making it difficult to adapt to evolving client needs Our client satisfaction goals are being entirely met given the tools and processes that we have already put in place We are missing opportunities to increase client satisfaction. This is making it more difficult to accelerate growth and/or retain existing clients There is no consensus around priorities that are required to improve client satisfaction HOW MANY CLIENTS DOES YOUR ORGANIZATION SERVE? 1 - 1,000 1,001 - 5,000 5,001 - 10,000 10,001 - 20,000 20,001 - 50,000 50,001+ ARE CLIENT EXPERIENCE PRIORITIES AND IT PRIORITIES ALIGNED? Yes, CX and IT are highly aligned and coordinated - with clearly identified and shared priorities Yes, CX and IT leaders are highly aligned and coordinated - but CX does purchase IT services independent of IT - and that can disrupt IT governance and compliance Yes, CX and IT leaders are aligned and coordinated - but team leaders do not always fully understand the complexity of the IT solutions and services needed to solve business challenges Yes, CX and IT leaders are aligned and coordinated - but IT does not fully understand the urgency of business goals and are unable to adapt quickly enough to ensure that business objectives are achieved No, CX and IT leaders are not aligned. Shared priorities are identified, but CX and IT are siloed. Effective coordination is not typically taking place No, CX and IT priorities are not aligned and there is no systematic process in place to ensure that these teams gain alignment WHAT NEW CAPABILITY OR NEW APPROACH WOULD HAVE THE BIGGEST IMPACT ON YOUR TEAM'S EFFORTS TO IMPROVE CLIENT EXPERIENCE? Break down siloes and streamline currently fragmented systems and/or processes Improve anytime-anywhere visibility for clients and relationship managers Connect clients and client service to other departments - engineering, operations, finance - in a single platform Adding a modern application layer on top of legacy systems we can't remove - in a way that substantially increases self-service capabilities Enabling guided decisions and playbooks that improve the level of client support OUR CURRENT TECHNOLOGY LANDSCAPE IS FRAGMENTED WITH A WIDE RANGE OF LEGACY SOLUTIONS THAT LEAD TO OUTDATED PROCESSES AND COMPLEXITIES. This was once true for our organization, but after making a significant investment in time and resources, we have implemented widespread changes that have removed siloes and streamlined our processes This is a known issue and we are currently in the midst of a process optimization review that will help us determine the best way to overcome this challenge This is a known issue, but it is not considered to be critical enough for us to focus on solving it This is a critical issue, but we are not sure how we can solve it without making large investments and painful changes to our legacy systems This is a critical issue, but we can't change our legacy systems. They are still irreplaceable for us. As a result, we are implementing some small process changes that are leading to incremental improvements in the client experience ARE PROFESSIONAL SERVICES COMPANIES ENABLING YOUR ORGANIZATION TO ACHIEVE ITS CLIENT EXPERIENCE GOALS? No, they lack depth of knowledge across a wide range of technical competencies No, they lack sufficient knowledge of our particular industry No, they lack the geographic footprint to meet the needs of our organization No, they lack sufficiently comprehensive processes Yes, they are helping us provide better client experience Yes, they are reducing a prior burden on internal resources Yes, they are reducing costs, compared to the leveraging of internal resources Yes, but since they lack a comprehensive library of templates it takes longer to implement Yes, but their staff provided is relatively junior - takes longer to deploy, which adds costs Yes, but wish they could help us bridge an organizational divide - beyond technical support Yes, they are helping us integrate disparate tools and systems IN THE CONTEXT OF HELPING TO MEET OUR BUSINESS GOALS, OUR CLIENT EXPERIENCE INITIATIVES ARE CURRENTLY: Constraining our ability to expand our business Increasing revenue growth Successfully enabling us to reduce operating costs Improving client experiences, but aren't have an impact on our growth Too inflexible - making it difficult to adapt to evolving client requirements WE AIM TO DELIVER NEW SERVICES ACROSS MOBILE DEPOSITS, ONLINE LENDING, E-PAYMENTS, DIGITAL CARDS, AND DIGITAL SELF-SERVICE. We have already delivered these capabilities to our clients and our client experience metrics are increasing as a result We have already delivered these capabilities to our clients, but our client experience metrics are not increasing as expected This is on our road map, but our legacy systems will not support all of these efforts. We are currently evaluating how to overcome those challenges Our legacy systems won't support these capabilities. Given our unique situation, we do not believe that achieving this level of service is possible for our organization We are currently evaluating a wide variety of tools and changes to our processes that will enable us to achieve these goals THE BIGGEST CHALLENGE THAT MAKES IT DIFFICULT FOR US TO PROACTIVELY RESOLVE ISSUES AND ADDRESS COMPLAINTS QUICKLY IS: We don't have a way to track trends and identify root causes This is not a challenge for us given that we have the resources and processes in place that enable us to achieve this goal quickly and easily Our systems are too fragmented, making it difficult for client service to access sufficient information and difficult for them to reach the right internal resources quickly Our processes are overly complex and are primarily designed to be reactive to issues - as opposed to proactively resolving them Other legacy systems make it difficult to deliver the level of self-service, automation, and autonomous agents that would be needed in order to achieve these goals HOW WOULD YOU RATE YOUR ORGANIZATION'S ABILITY TO ANALYZE AND INTERPRET CLIENT DATA - TO IMPROVE THE CLIENT EXPERIENCE AND INCREASE CLIENT RETENTION? We have personnel and systems in place to analyze and interpret data in a way that directly improves the client experience and increases client retention rates We have personnel and systems in place to analyze and interpret data in a comprehensive way, but we are not directly impacting the client experience or retention rates We have the right internal resources, but we don't have the systems in place to analyze and interpret data in a way that directly impacts client experience and/or retention rates We have a vision for analyzing and interpreting data in ways that will impact client experience and retention, but we lack the personnel and/or the systems needed to achieve that goal We have tried to analyze and interpret data in the past, but the initiative failed We have not considered the analysis and interpretation of data as a way to impact client experience and retention rates THE GROWTH OF OUR BUSINESS ACCELERATES MOST NOTICEABLY WHEN WE: Remove friction in ways that substantially improves the client experience Provide new self-service capabilities that make it easier for clients to leverage our services Provide more of our services digitally to improve client experience - but also to create new market opportunities Enable AI and/or ML capabilities relating to client experience Increase the level of automation and simplify processes relating to client onboarding WHEN IT COMES TO CLIENT EXPERIENCE: We continuously engage all clients and enable voice-of-the-client to be a part of key decision-making We continuously engage our top clients and their voice is a key part of decision-making We provide tools, resources, and training that clients need to quickly take advantage of our products/services We continuously engage with all clients - including AI and ML applications We provide clients with a wide range of self-service applications, but the approach is not customized enough to substantially improve the client experience We provide clients with a wide range of self-service applications, but our systems are too fragmented and siloed to substantially improve the client experience WHICH OF THESE WOULD BE CONSIDERED A STRATEGIC WIN FOR CLIENT EXPERIENCE - IF IT WERE TO BE ACHIEVED? Consolidate client support and communication experiences within a single platform Deliver a unified client experience via a portal, mobile, voice, and conversational interface - where the client can self-select their preferred way to receive information and respond Artificial intelligence agents that are able to resolve client requests efficiently - enabling our employees to focus on higher-level responsibilities Segment experiences based on job type or role - including prebuilt experiences for common roles Provide visibility into client service usage in a way that enables our team to identify trends, bottlenecks, and areas for process improvement WHEN IT COMES TO OUR CLIENT SERVICE TEAM, WE PRIMARILY: Are evaluating how to better integrate client service data to understand key trends and identify bottlenecks to make sure that resources are better aligned with the client experience Need to further automate client service so that team members can focus on the more complex client issues Are looking for ways to improve case management - especially our ability to quickly and effectively triage incoming calls Increase case visibility and collaboration between Tier 1 Agents and supporting teams Shorten case duration and volume of clients that need to directly engage with members of client service by improving self-service and AI Agents CLIENT ONBOARDING - ESPECIALLY FOR CAPITAL MARKETS AND ASSET MANAGERS - IS COMPLEX AND REQUIRES NUMEROUS TASKS ACROSS MULTIPLE TEAMS, CLIENT COUNTERPARTS, AND SYSTEMS. WE ARE LOOKING TO SPEED UP ONBOARDING BY: We are not looking to speed up or simplify our onboarding process. It is already industry-leading We are focusing on improving input forms and checklists that are used to gather required data We are developing and/or enhancing current playbooks for task automation: initial set-up, and pre-launch review Improving integration capabilities with SFDC & Document Management platform Delivering analytics dashboards to get insight on IMA timelines, launch at risks and client CSAT We are looking to dramatically improve client experience with a solution that helps firms automate and simplify the onboarding processes from end-to-end WHEN IT COMES TO ADDRESSING KEY CLIENT EXPERIENCE CHALLENGES: We are in the process of evaluating a number of solutions to identify which one(s) will solve key client challenges We are in the process of prioritizing which client challenges we should be resolving in the next 6-12 months We are in the process of prioritizing which client challenges we should be resolving in the next 12-18 months We are in the process of identifying which solutions we will evaluate - to better understand the extent by which they will help us resolve key client issues We have completed our evaluation of critical solutions and have identified which one will help us solve key client challenges - we will start implementation in the next 3-6 months We have completed our evaluation of critical solutions and have identified which one will help us solve key client challenges - we will start implementation in the next 6-12 months Please provide your contact information so that we can contact you with regards to your benchmarking report and the iPad giveaway: First Name Last Name Email Address Phone Number Title Company Name City State * Previous * Next * Submit Survey