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FINANCIAL SERVICES
EXPERIENCE MANAGEMENT

Drive efficiency and
growth with the
#1 experience platform

In financial services, experience is a key competitive advantage. With Qualtrics, understand the experiences you deliver, to streamline operations and drive loyalty and retention. From complaints management to voice of customer programs to contact center and journey optimization and more, our out-of-the-box solutions are purpose-built to meet your operational and financial objectives.

Empowering 1400+ of the world’s leading financial institutions to drive differentiation and growth

Hear from leaders in
financial services experience management



What customers are looking for is a sense of trust. Now, with the XM Discover tool, our team members have insight on their ability to engender trust on hundreds and hundreds of calls.

EVP, CHIEF EXPERIENCE OFFICER

GM Financial

Qualtrics allowed us to look at multiple customer touchpoints and channels through a single platform. Similarly, it gave us a big opportunity to easily scale across eight key markets.

GLOBAL HEAD OF PERSONAL BANKING

Standard Chartered Bank

Qualtrics aligned perfectly with our internal employee experience model. What’s perhaps most important is the simplicity of the insights generated. We have learned to focus on what’s important.

PRODUCT OWNER, CULTURE AND ENGAGEMENT

ANZ Banking Group

We wanted a partner who understood the problems we were trying to solve and the things we were trying to improve. And Qualtrics always did a good job of proving that they’d thought about the questions we’d asked already.

VICE PRESIDENT OF CUSTOMER VOICE

American Express

Your financial
services experience
management team

Our financial services experts work with banks, insurers, and wealth and investment managers around the world, to help
them drive bottom-line
impact by delivering exceptional experiences.

Dmitry Binkevich

Dmitry Binkevich

Global Head of Financial Services


Based in New York, Dmitry leads our global Financial Services industry practice. Prior to joining Qualtrics, Dmitry served as the head of strategy for New York Life Insurance Company’s agent-sold business. Earlier in his career, Dmitry held a variety of senior strategy and go-to-market roles at Citi and Barclays, and advised FS clients as an investment banker with Merrill Lynch & Co., and as a consultant with McKinsey & Company.

Christopher Colley

Christopher Colley

Global Head of Industry Advisory, Financial Services


Recognized as one of the UK’s top customer experience professionals (CX Magazine), Christopher was a foundational member of the customer innovation teams at PwC and Barclays, where he led digital transformation projects across retail and wholesale banking. He frequently speaks publicly on CX and has made numerous media contributions to leading platforms including Forbes, Global Banking and Finance Review, and Raconteur in The Sunday Times.

Elizabeth ErkenBrack, PhD

Elizabeth ErkenBrack, PhD

Head of Financial Services Solutions and Strategy


Dr. ErkenBrack is a former financial services practitioner and a linguistic anthropologist who specializes in guiding global organizations in the design and delivery of exceptional experiences for their customers and employees. She leads the FSI Solutions Team at Qualtrics, helping clients understand and leverage the platform to achieve their business goals, as well as program strategy, value creation and XM maturity.

Nizar Mohamed

Nizar Mohamed

Principal Industry Advisor, Financial Services


Nizar Mohamed focuses on financial services, supporting key accounts across all FS sub-sectors in North America. He joined Qualtrics from TIAA, where he led Customer Experience for Wealth Management. Experiences prior to TIAA include consulting at McKinsey & Company, serving clients in financial services, and at Morgan Stanley, supporting capital markets operations.

Helping financial
services deliver differentiated experiences

The XM platform can help you understand every stage of your customer and employee journey, enabling you to design better experiences, identify root causes, and take action to improve satisfaction, engagement, loyalty and retention. Find out how we partner with banks, insurers, and wealth and investment managers to drive business outcomes through experience management.

happy-looking consumer interacting with a mobile app

Banks

Customer and employee expectations are shaped by interactions with other industries and agile competitors. Banks that understand their customers and employees outperform the market by streamlining high-friction processes that push cost into operations, driving greater conversion and retention. Understand customer perception of your brand, design better omnichannel journeys that meet customers’ objectives, and uncover employees’ needs to drive higher engagement.

 

Browse our solutions

Retail Banking Accelerator
Contact Center Experience
Digital Experience
Employee Experience
Brand Experience

Image of happy looking employee working in contact center environment

Insurance

Customers who rate their insurance experience highly are eight times more likely to recommend their carrier and buy another policy, while carriers that offer consistently best-in-class experiences see higher customer and agent retention. With Qualtrics, gain 360° visibility of customer and agent journeys, understand customer perception of your brand, and automate workflows to drive positive experiences in the moments that matter, such as claims.

 

Browse our solutions

Contact Center Experience
Digital Experience
Employee Experience
Brand Experience

Image of happy looking people wearing business attire and shaking hands

Wealth and investment management

Asset leaks from advisor transitions and client withdrawals limit growth, requiring ever more in new client assets just to replace lost value. Leading firms know their clients and advisors in rich detail, analyze and predict behaviors, and empower advisors with data to retain clients. Understand client perception of your brand, and reduce advisor attrition and subsequent client outflows by putting your advisors at the center of your client engagement program.

 

Browse our solutions

Contact Center Experience
Digital Experience
Employee Experience
Brand Experience

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Safe, secure, and certified
for financial services

  • Keep your data safe and secure on the enterprise-grade Qualtrics platform, and have complete trust with tight privacy, monitoring, and data access controls.
  • We work with some of the most security-conscious financial institutions in the world. We’re FedRAMP certified and GDPR compliant, so you can rest assured the XM Platform™ gives you the tools you need to comply with all relevant financial services regulations in the countries where you operate.
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Latest financial services experience
management resources

RESEARCH

XM Deep Dive: HSBC Canada Designs the Future of Work Around Four Global Workstyles

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BLOG

The experience transformation underway at Standard Chartered

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RESEARCH

CX in the Insurance Industry

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RESEARCH

CX in the Banking Industry

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WEBINAR

US Bank: Optimizing an omnichannel customer experience

Watch Now

X4 ON-DEMAND

The Power of Human Connection in Digital

Watch Now

XM SOLUTION

Retail Banking Accelerator

Learn More

Learn how leaders in financial services
are driving value from experience management