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BANKING & FINANCIAL SERVICES

Staying Competitive Amid Market Innovators


The Challenge

The dawn of online-only banks has instigated a huge change in the banking industry—including offering better savings rates and lower costs to tech-savvy consumers. To compete, retain its existing customers and attract new ones from younger generations, one of the largest financial services holding companies in the U.S. needed to improve its digital offerings. 

To deliver on this important digital initiative, the bank partnered with Cognizant. It trusts our digital banking knowledge and mobile expertise.


Our Approach

Cognizant leveraged banking industry experts and thought leadership in the digital strategy area to drive the bank’s new digital offerings. We helped the bank initiate a user-centric approach to the new solution, as well as drove prototyping sessions to enable rapid movement toward an end state.

We also helped the bank design mobile and online tools 
that enable customers to easily organize their finances using customizable widgets. In addition, we helped simplify how customers make appointments and talk with customer service agents. The new system supports intelligent routing, automatically selecting an agent with the most appropriate background for the customer’s query.

Driving Value from Every Digital Channel

Partnering with Cognizant enabled the bank to deliver a new platform that provides a personalized digital experience for more than three million active customers. Available across all digital channels, the new solution helps customers manage their finances with a consistent and unified experience regardless of their preferred channel.

Personalized banking enables better targeting of products, intelligent customer service routing and enhanced appointment setting.

3M+

active customers served

$2M

saved in technology costs


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