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The State of Customer Outreach: Top Ten Findings for Finance


According to the commissioned study conducted by Forrester Consulting on behalf of Neustar, a TransUnion company, An Optimized Customer Contact Strategy Combines Transparency and Intelligence: The State of Outbound Communications in 2022, ninety percent of financial services respondents said the phone is their most important outbound channel.

While financial service firms say they are confident they can manage their multi-channel outbound communications strategy, eighty-four percent said it’s important or critical to address their reliance on manual planning for cross-channel communications. That means they still haven’t addressed the need to automate their outbound sequencing strategy.

Financial services firms are increasingly looking to technology vendors to provide solutions that leverage phone behavior intelligence and insights to help them reach customers on the right day at the right time. In addition, financial services firms are looking for solutions like branded calling that help reassure customers that it’s really them calling.

Read the eBook to learn what financial services companies said about:

  • How improving their customer experience measurement is critical to achieving their top goals
  • How unanswered calls, “Unknown Caller” labeling, lack of trust in the phone, fraud, and call fatigue result in lower than hoped for answer rates and right-party contact rates
  • How those financial services firms that have adopted solutions say they’ve seen significant increases in answer rates and right-party contact rates

Download the eBook

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