September 12, 2019 | The XM Blog

Insight to Action: How MD Financial Operationalizes VoC Data Across the Organization


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Our Insight to Action webinar series gives you real-world best practices for getting the most out of Voice of Customer (VoC) programs. Watch the recordings to see how Verint ForeSee customers are raising satisfaction scores, creating CX-centric cultures, and making bottom-line improvements with new-found efficiencies.

The MD Financial Story

A wealth management firm established in 1969 and based on Ottawa, MD Financial serves the needs of more than 100K Canadian physicians and their families.

To understand and deliver exceptional CX to those clients, MD Financial uses seven ForeSee listening posts across web, email, and customer service representative channels.

The result is an omnichannel, 360-view of customer experiences and customer interactions. But collecting those signals is just the first VoC layer. In coordination with ForeSee, MD Financial internal teams are able to operationalize the data they receive, analyzing all inputs in order to uncover issues and deciding where and when to act. This prioritization has benefits for customers in terms of improved experiences, and throughout the organization by creating efficiencies and encouraging a CX-focused culture.

Another key to the company’s CX success has been their use of smart thank-you pages. MD Financial employs 12 of these pages across their Service Centre and Service Advisor surveys. “These are gold for us in demonstrating the value of insights within the organization,” explained Brian Harrington, Lead, Client Insight. “Positive and negative emails are triggered based on client responses, which enables us to be much more proactive in responding to their needs.”

Watch the on-demand webinar (and the entire Insight to Action series) to see how teams at MD Financial listen across the journey and share and operationalize their data for measurable customer and business benefits.

About the Author

As a pioneer in customer experience analytics, Verint delivers superior technology and proven methodology to connect the customer experience to the bottom line. The result is better business for companies and a better experience for consumers.

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