Accelerating market adoption of digital transformation means getting employees and customers digitally fluent on your latest products and technology. Fast!
The Industry Challenge
Financial institutions are facing mass disruption. Digital transformation is perhaps the biggest innovation or cluster of innovations facing financial institutions in years, arguably in a century. Every part of the FI business is facing increased competition due to new market entrants, increasing mobile/digital adoption and shifting consumer expectations. Mobile and digital channels are fast becoming the primary way many, perhaps most customers interact with their financial Institutions.
As financial institutions adopt agile product processes with aggressive launch cycles, they have simply no digital method to get all their stakeholders knowledgeable fast. Simply put employees are not equipped to keep up with the pace of modern business, and increasing customer adoption of the latest innovation and new products is mission critical.
The Opportunity with Horizn
For us at Horizn we also know that, “build it and they will come” is a myth it is not a strategy or method of adoption. We believe in the need for digital and cultural transformation, both for thefinancial service employees and for thecustomers they serve. How many of FIs are still sending 20 page pdfs via email at launch of a new digital innovation or new product that they just spent millions on?
This is where we come in… To gain adoption of new technology withemployees and customers,financial service institutions need to make certain that the right knowledge at the right time is delivered directly toall their key stakeholders in real time at launch. With the Horizn platform we can help you increase digital adoption and usage with employees, front-line staff, customer service and directly withcustomers.
Horizn is the only solution that allows organizations to tie the impact of both employee and customer knowledge to change behaviour and drive adoption of digital innovation and new technology.
Employee Knowledge Platform
Horizn’s Employee Knowledge Platform is being used by all employees, especially front-line and call centre employees. The platform’s unique methodology ensures all employees are digitally fluent in real-time and anytime on your latest digital innovation. One of North America’s largest banks got 84% of their employee base fluent on their latest mobile app in 8 weeks.
Horizn’s In-Branch Retail Demo module lets front-line employees (and relationship managers) demo product features directly to customers on the retail floor. The platform can be used on kiosks and tablets with customers directly. With the platform your customers can engage on tablets or kiosks in-branch and learn about your latest innovation right on the spot. One of our FI clients saw 1.9 million product demos to customers in branch.
Call Center Support
Horizn’s Call Center Support module is designed to support call center employee learning and the sharing of product information with customers. The module enables call center employees to easily and directly transfer knowledge about your latest digital innovation and new products to customers. Our clients saw a reduction of 45 seconds in call center using the Horizn platform
Customer Knowledge Platform
The Customer Knowledge Platform ensures that your customers understand and learn how your new digital innovation works. It is designed specifically to increase digital adoption for BOTH employees and customers. The Customer Knowledge Platform is being used for direct unassisted customer learning and knowledge for Financial Service customers in the public domain, check it out live www.rbcdigitaldemo.com