Tanja's Experience
Home
Contact
CSG XPONENT IN ACTION
A better fraud resolution experience
EXPERIENCE IT
Tanja's Experience
Home
Contact
Explore Tanja's Experiences
LEARN MORE
Tanja attempts to purchase an item but her card is declined.
Customer Profile
LEARN MORE
Name: Tanja Customer Since: 2021 Status: Suspected Fraud Journey Accounts: Student Loan, Credit Card Permissions: SMS, Email and Calls Digital Channels: App not downloaded Overdraft Protection: Account in good standing Automatic Transfers: No
Tanja responds tothe alert.
LEARN MORE
Tanja completesthe purchase.
GO BACK TO TANJA'S EXPERIENCES
Level 1
Level 2
Level 3
TANJA'S CARD IS DECLINED
Tanja's Notification Experience
Tanja visits St. Thomas on vacation and tries to purchase an $800 designer necklace.
Unfortunately, her card is declined
She immediately receives a call from the bank asking her to confirm the transaction.
GO BACK TO TANJA'S EXPERIENCES
Level 1
Level 2
Level 3
TANJA'S CARD IS DECLINED
How did the bank decide what channel to use for the fraud alert?
Do we have permission to send Tanja an SMS?
Yes
No
A decisioning engine determines which channel will get the fastest responses while respecting each customer’s permissions and preferences.
Does Tanja have the app for a push notification?
Do we have permissionto call Tanja?
Do we have permission to contact Tanja?
Yes
No
Yes
No
The bank chose to call Tanja first because she responds more quickly to calls. If Tanja doesn't answer, the bank would send her an SMS. If she calls the contact center, Tanja will be placed in a high-priority queue and directed to an agent who is well-informed about her situation.
Do we have permission to email Tanja?
Yes
No
GO BACK TO TANJA'S EXPERIENCES
Level 1
Level 2
Level 3
TANJA'S CARD IS DECLINED
Access the data you need to make the best decision
Xponent makes decisions based on real-time data—Tanja’s profile, account activity, behaviors and status—to provide the most relevant communications.
Offers Should Tanja receive an offer for a new personal line of credit?
Off-Pattern Activity Did someone attempt a transaction outside Tanja’s usual shopping area?
Yes
Yes
No
No
Speak to Agent Does Tanja prefer the contact center for support issues?
Customer Profile Did Tanja notify the bank that she would be using her card in a different location?
Yes
No
Yes
No
Bank's Fraud Detection System, Campaign Management + Contact Center Software
GO BACK TO TANJA'S EXPERIENCES
Level 1
Level 2
Level 3
TANJA RESPONDS TO THE ALERT
Tanja's Responds to the Alert:
A few seconds later, Tanja answers the call and selects "1" to validate the purchase.
The response is captured and fed back to the bank through real-time API to unlock her card.
Her card is unlocked and Tanja completes the purchase successfully.
GO BACK TO TANJA'S EXPERIENCES
Level 1
Level 2
Level 3
TANJA'S RESPONDS TO THE ALERT
Actions are prioritized based on relevance, touchpoint and empathy
Score
Interaction Data
Customer Data
Rules and Logic
Model Scores
External AI
A/B Testing
FraudProtection(Product)
FinancialPlanning(Trust)
Fee Waiver(Product)
Credit Card Promotion(Offer)
Update Income (Data)
App Download(Product)
GO BACK TO TANJA'S EXPERIENCES
Level 1
Level 2
Level 3
TANJA'S RESPONDS TO THE ALERT
How did this decision get made?
Hover on each number to reveal learn more
Marketing Systems
Account Data
Self-Service
Customer Data
Omnichannel profile
Contact Center
Interaction Data
Single Set of Relevant Decisions for the Customer
Journey Context,Rules + Model Scores
GO BACK TO TANJA'S EXPERIENCES
Level 1
Level 2
TANJA COMPLETES THE PURCHASE
What's next?
Tanja keeps using her card while she enjoys the rest of her vacation. While she isn’t sure when, why or where her next interaction with her bank will be, she trusts the bank to act in her best interests.
The bank will continue delivering timely, highly personalized and relevant communications to Tanja, earning her trust and loyalty.
GO BACK TO TANJA'S EXPERIENCES
Level 2
Level 1
WITH THE ISSUE RESOLVED, WHAT ARE THE OUTCOMES?
How much more likely is someone tostay with your business when you show them you understand and care, and help them solve their problem?
What are the outcomes?
Significant cost savings from keeping this experience in the digital channel.
Reduced attrition risk as Tanja was supported throughout the fraud journey. Also, brands can expect increased revenue from transactions no longer getting declined that weren't fraudulent.
By creating a better, more empathetic experience we will have an improved brand equity in the eyes of the customer.
Tanja's Experience
Home
Contact
Thank you!
Let's discuss more how this use case can fityour needs.
LEARN MORE
Xponent Fraud Use Case
Alvaro Rebull
Created on June 4, 2024
Start designing with a free template
Discover more than 1500 professional designs like these:
View
Project Roadmap Timeline
View
Step-by-Step Timeline: How to Develop an Idea
View
Artificial Intelligence History Timeline
View
Museum Escape Room
View
Momentum: Onboarding Presentation
View
Urban Illustrated Presentation
View
3D Corporate Reporting
Explore all templates
Transcript
Tanja's Experience
Home
Contact
CSG XPONENT IN ACTION
A better fraud resolution experience
EXPERIENCE IT
Tanja's Experience
Home
Contact
Explore Tanja's Experiences
LEARN MORE
Tanja attempts to purchase an item but her card is declined.
Customer Profile
LEARN MORE
Name: Tanja Customer Since: 2021 Status: Suspected Fraud Journey Accounts: Student Loan, Credit Card Permissions: SMS, Email and Calls Digital Channels: App not downloaded Overdraft Protection: Account in good standing Automatic Transfers: No
Tanja responds tothe alert.
LEARN MORE
Tanja completesthe purchase.
GO BACK TO TANJA'S EXPERIENCES
Level 1
Level 2
Level 3
TANJA'S CARD IS DECLINED
Tanja's Notification Experience
Tanja visits St. Thomas on vacation and tries to purchase an $800 designer necklace.
Unfortunately, her card is declined
She immediately receives a call from the bank asking her to confirm the transaction.
GO BACK TO TANJA'S EXPERIENCES
Level 1
Level 2
Level 3
TANJA'S CARD IS DECLINED
How did the bank decide what channel to use for the fraud alert?
Do we have permission to send Tanja an SMS?
Yes
No
A decisioning engine determines which channel will get the fastest responses while respecting each customer’s permissions and preferences.
Does Tanja have the app for a push notification?
Do we have permissionto call Tanja?
Do we have permission to contact Tanja?
Yes
No
Yes
No
The bank chose to call Tanja first because she responds more quickly to calls. If Tanja doesn't answer, the bank would send her an SMS. If she calls the contact center, Tanja will be placed in a high-priority queue and directed to an agent who is well-informed about her situation.
Do we have permission to email Tanja?
Yes
No
GO BACK TO TANJA'S EXPERIENCES
Level 1
Level 2
Level 3
TANJA'S CARD IS DECLINED
Access the data you need to make the best decision
Xponent makes decisions based on real-time data—Tanja’s profile, account activity, behaviors and status—to provide the most relevant communications.
Offers Should Tanja receive an offer for a new personal line of credit?
Off-Pattern Activity Did someone attempt a transaction outside Tanja’s usual shopping area?
Yes
Yes
No
No
Speak to Agent Does Tanja prefer the contact center for support issues?
Customer Profile Did Tanja notify the bank that she would be using her card in a different location?
Yes
No
Yes
No
Bank's Fraud Detection System, Campaign Management + Contact Center Software
GO BACK TO TANJA'S EXPERIENCES
Level 1
Level 2
Level 3
TANJA RESPONDS TO THE ALERT
Tanja's Responds to the Alert:
A few seconds later, Tanja answers the call and selects "1" to validate the purchase.
The response is captured and fed back to the bank through real-time API to unlock her card.
Her card is unlocked and Tanja completes the purchase successfully.
GO BACK TO TANJA'S EXPERIENCES
Level 1
Level 2
Level 3
TANJA'S RESPONDS TO THE ALERT
Actions are prioritized based on relevance, touchpoint and empathy
Score
Interaction Data
Customer Data
Rules and Logic
Model Scores
External AI
A/B Testing
FraudProtection(Product)
FinancialPlanning(Trust)
Fee Waiver(Product)
Credit Card Promotion(Offer)
Update Income (Data)
App Download(Product)
GO BACK TO TANJA'S EXPERIENCES
Level 1
Level 2
Level 3
TANJA'S RESPONDS TO THE ALERT
How did this decision get made?
Hover on each number to reveal learn more
Marketing Systems
Account Data
Self-Service
Customer Data
Omnichannel profile
Contact Center
Interaction Data
Single Set of Relevant Decisions for the Customer
Journey Context,Rules + Model Scores
GO BACK TO TANJA'S EXPERIENCES
Level 1
Level 2
TANJA COMPLETES THE PURCHASE
What's next?
Tanja keeps using her card while she enjoys the rest of her vacation. While she isn’t sure when, why or where her next interaction with her bank will be, she trusts the bank to act in her best interests.
The bank will continue delivering timely, highly personalized and relevant communications to Tanja, earning her trust and loyalty.
GO BACK TO TANJA'S EXPERIENCES
Level 2
Level 1
WITH THE ISSUE RESOLVED, WHAT ARE THE OUTCOMES?
How much more likely is someone tostay with your business when you show them you understand and care, and help them solve their problem?
What are the outcomes?
Significant cost savings from keeping this experience in the digital channel.
Reduced attrition risk as Tanja was supported throughout the fraud journey. Also, brands can expect increased revenue from transactions no longer getting declined that weren't fraudulent.
By creating a better, more empathetic experience we will have an improved brand equity in the eyes of the customer.
Tanja's Experience
Home
Contact
Thank you!
Let's discuss more how this use case can fityour needs.
LEARN MORE