Financial institutions are facing mass disruption. Digital transformation is the biggest innovation, or cluster of innovations, facing financial institutions in years. Every part of the business is facing increased competition due to new market entrants, increasing mobile/digital adoption and shifting customer expectations. As financial institutions adopt agile product processes with aggressive launch cycles, Horizn is helping educate employees and customers on the latest innovations in real-time, building digital fluency and accelerating digital adoption.
The Opportunity with Horizn
For us at Horizn, we know that “build it and they will come” is a myth. It is not a strategy or method of adoption. This is where we come in… as our clients are transforming their businesses, we ensure that employees and customers are educated on their latest digital innovations so that the right knowledge, at the right time, is delivered directly to all key stakeholders. The Horizn platform improves digital fluency and increases digital adoption with employees, frontline staff, customer service, and directly with customers.
Innovation is Nothing Without Adoption!
Employee Knowledge Platform
Your employees are your most important advocates in your pursuit of digital transformation. With our platform, your workforce will be digitally aware, knowledgeable and prepared to support your customers on the retail floor and in the call center. The platform’s unique methodology ensures all employees are digitally fluent in real-time on your latest digital innovation. One of North America’s largest banks got 84% of their workforce up-to-speed and demoing new products to customers in just 8 weeks.
Using the Horizn Knowledge Platform, banks globally increased mobile adoption by as much as 25%.
In-Branch Demo Module
Horizn’s In-Branch 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 directly with customers. Our clients’ workforce demoed 10.4 million product simulators to their customers.
Banks using our in-branch demo module with non-digital customers, converted 20% to mobile banking.
Customer Knowledge Platform
Give your customers the knowledge they need to understand and adopt your latest digital solutions. Whether it’s embedding AI into your mobile app, launching new online capabilities, or anything in between, we help you with onboarding and feature adoption that helps you retain and grow your customers. The Customer Knowledge Platform is being used for direct, unassisted customer learning and knowledge for Financial Service customers. Banks are integrating Horizn seamlessly into their websites and mobile apps, allowing customers to fully experience a variety of digital features in a safe, simulated environment.
The Customer Knowledge Platform is available to over 60 million of our clients’ customers.
Call Center Referral Module
Horizn’s Call Center Referral module is designed to support call center employee learning and the sharing of product information with customers. Call center employees can easily send and share our simulators with customers on the Customer Knowledge Platform.
Our client saw a reduction of 45 seconds in call center handling times using the Horizn platform.
The "Next Normal", Digital Adoption and Market Re-Entry