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Track: Credit & Risk Management
Thursday, October 17, 2013
Lately Big Data has received a lot of press and the potential benefits look very promising. However, companies are grappling with how Big Data could benefit them with day-to-day operational activities. During this session you will be presented with a case study of how big data is being used by Zions Bancorporation to assist in detecting security/fraud events. Insights about successes, lessoned learned, and how big data has been operationalized will be shared.
Big data technologies can integrate and analyze call center data streams to improve compliance and customer experience processes. Voice analytics technology can detect emotions, keywords, topics, and trends for use within business analytics. Combining all this the information, in near real time, with structured customer demographics and product data can help: • Ensure product marketing and disclosures comply with CFPB requirements • Categorize consumer complaints consistently • Identify emerging issues to proactively respond to product/campaign issues • Predict repeat callers and complaint escalation