PNC Bank 2015 Annual Report Download - page 5

more secure product set to customers. We have the customer relationships
today, and we need to change the way we serve our customers to protect
this franchise. To that end, we are making important investments across our
business and, in some cases, alongside others in the industry. In 2015, PNC
invested with six other banks in Early Warning Services (EWS), a leading
provider of fraud prevention and risk management solutions. EWS then
acquired ClearXchange, the first network in the United States created by banks
that lets customers send and receive person-to-person (P-to-P) payments
easily and securely using an email address or mobile phone number.
Integrating the services and capabilities of these businesses and their related
networks will enable us to create a secure, real-time solution for P-to-P
payments and mobile check deposits that no single bank could accomplish
alone and that will work for customers of virtually any bank in the country.
Additionally, in January of this year, we announced an investment in Digital
Asset Holdings, a developer of distributed ledger technology, which is expected to improve efficiency, security,
compliance and settlement speed for financial institutions.
PNC will continue to make investments in financial technologies that help us deliver the products and services
our customers want in a way that strengthens the relationships we already enjoy with them. That focus on our
customers — not innovating for the sake of innovation but rather to provide a superior banking experience and
meet the evolving needs of the people we serve — is at the heart of our investment strategy, just as it remains at
the heart of our Main Street banking philosophy.
In 2015, we continued to take important steps to improve the PNC
customer experience. We rolled out a new service model, PNC
CARES, across our lines of business. We launched a new innovation
lab that enables us to test new products and services and improve
the way we engage with customers across all of our channels.
We introduced a new model for gauging customer satisfaction
and loyalty to the brand — Net Promoter Score — which tells us
not only whether customers are satisfied with the quality of their
relationship with PNC, but also how likely they are to recommend
us to family and friends. We created a Voice of the Customer
database to help us turn customer feedback into experience
enhancements. And we implemented more than 100 improvements
enterprise-wide driven by customer and employee input.
Our ability to differentiate PNC comes down to the quality of the
experiences we create for the people we serve and the quality of
the teams we field to deliver those experiences. In 2015, we took
action to ensure through time that we are building the highest-
Creating a Better Bank for the People We Serve and Our Employees
CONNECT
ACKNOWLEDGE
RESOLVE
EXPRESS THANKS
SHARE
is we deliver
exceptional service
The CARES model encourages employees to
connect with customers in a personal way,
acknowledge the customer’s feelings, resolve
issues and recommend options, express sincere
thanks, and share best practices among their
colleagues.
“While perhaps
daunting, there are clear
opportunities for banks
that have the resources
and risk management
systems to meet these
FinTech companies in the
marketplace and offer
a better, more secure
product set to customers.”