You’re navigating complex customer service challenges, and you’re not alone. At Kenway, we’re here to support your journey. By reimagining your contact center operations, streamlining reporting, and integrating Intelligent Virtual Assistants (IVAs), you gain the tools and insights to elevate your customer experience and lead meaningful transformation.
Customer Expectations for Personalized Experience
Banks are under increasing pressure to deliver personalized experiences that reflect each customer’s unique needs, whether that means recognizing past transactions, anticipating future financial moves, or engaging through preferred communication channels. However, fragmented data, legacy systems, and siloed operations often stand in the way of achieving a unified customer view. Without real-time data orchestration, banks struggle to surface next-best-action recommendations that align with customer behavior, risk profiles, or life events. This not only leads to missed opportunities and inconsistent service but also limits the ability to leverage KYC/AML insights to personalize interactions in a compliant, secure, and value-driven way.
You’re committed to delivering the personalized experiences today’s customers expect, but legacy systems and disconnected data can stand in the way. That’s where Kenway comes in. Our expertise in customer experience consulting empowers you to transform your contact centers into a strategic hub of tailored service. By leveraging data from disparate platforms such as transaction histories and customer preferences, you equip your agents with the insights to deliver a seamless experience, with a unified system. This enables contact center agents to deliver seamless, real-time interactions informed by behavioral insights and customer context driving personalization that aligns with both customer expectations and regulatory frameworks. By doing so, firms can elevate satisfaction and loyalty without sacrificing operational efficiency or compliance.
Fraud, Security, and Compliance
In the banking industry, firms must strike a delicate balance between robust security and seamless customer experiences particularly as fraud, identity theft, and data breaches grow more sophisticated. Adhering to regulations like GDPR, CFPB, PCI DSS, and compliance mandates such as AML and KYC is essential, but it can’t come at the cost of customer trust or convenience. Our data solutions and reporting services enable real-time data orchestration and next-best-action recommendations based on customer behavior and risk profiles. By securely leveraging AML and KYC data, contact centers can personalize interactions in a compliant, value-driven manner, enhancing both protection and satisfaction.
Security and a seamless customer experience can still go hand in hand—especially when guided by the right strategy. As regulators increasingly emphasize zero-trust security models in environments where customer PII and financial transactions are accessed across distributed agent networks, Kenway’s solutions help financial institutions stay ahead. We integrate advanced authentication, audit logging, and encryption controls to ensure compliance with frameworks like PCI DSS 4.0 while supporting secure, efficient interactions. Through actionable reporting and data-driven insights, we help firms proactively identify vulnerabilities and align their contact center modernization efforts with both regulatory demands and service excellence.
Omnichannel Support Expectations & Digital First
Many of today’s banking customers expect fluid, personalized experiences across all service channels, whether initiating a request in a mobile app, continuing it in a branch, or resolving it over the phone. To meet this demand, many firms are undergoing channel rationalization efforts aimed at unifying experiences across contact centers, digital platforms, branches, and relationship manager (RM) tools. Kenway’s omnichannel implementation and management services help integrate these touchpoints into a cohesive service architecture, using CRM integrations and middleware to unify customer data and enable seamless transitions between channels.
Our approach also focuses on governing channel behavior intelligently routing complex inquiries to specialists and tailoring engagement strategies to meet the preferences of distinct customer segments, such as Gen Z digital natives or high-net-worth individuals. Critically, we ensure that this level of personalization aligns with regulatory expectations. Contact center logic must not only enhance the customer experience but also stand up to scrutiny under Fair Lending, UDAAP, and emerging CFPB guidance around AI and digital-first tools. Kenway helps financial institutions embed auditability and explainability into personalization strategies, ensuring that AI-powered chatbots and virtual assistants deliver transparent, equitable, and compliant service without obstructing access to human support or compromising customer trust.
Legacy Infrastructure
Many financial services firms grapple with outdated core banking systems that limit their agility and ability to adapt to modern customer demands, stalling digital transformation efforts. Our deep experience in digital transformation equips these institutions to modernize their contact centers effectively. By assessing and updating legacy infrastructure, we enable seamless integration of new technologies that enhance service delivery and responsiveness. This expertise allows financial institutions to shed the constraints of obsolete systems, unlocking the flexibility needed to innovate and meet evolving market expectations while maintaining a competitive edge.
Cost Pressure and Efficiency
Banks are under increasing pressure to do more with less, driven by margin compression and growing fee transparency regulations. While reducing operational costs remains critical, maintaining high-quality customer support adds complexity—especially when navigating the risks of outsourcing or deploying AI. As a result, contact centers are being evaluated not just on efficiency, but on their ability to deliver value through insights that uncover cross-sell, upsell, and retention opportunities. Our contact center optimization services, combined with its AI-driven solutions and partnerships with Cyara and Teneo.ai, provide a strategic answer. We help firms streamline processes, optimize resource allocation, and deploy AI tools to handle routine inquiries, reducing call volumes and operational expenses. Simultaneously, its focus on maintaining service quality ensures that cost-cutting measures don’t compromise customer satisfaction. By blending technology and human expertise, we deliver efficient, cost-effective contact center operations tailored to the financial sector’s unique demands.
You’re navigating a complex balancing act of managing cost pressures, meeting compliance standards, keeping up with technology, and exceeding rising customer expectations. It’s no small task. That’s why Kenway doesn’t just offer solutions, we become your strategic partner in turning these challenges into meaningful wins. Whether you are deploying voice or chat bots, tapping into data-driven insights, or tailoring operational strategies, our focus is on enabling you to deliver exceptional experiences. Because when you lead with exceptional experiences and your contact center thrives, so does your entire business.
Ready to transform your contact center into a strategic asset? Contact us today to start the conversation.