Now that you are live with your MX products here’s how we will form our strategic partnership.
CSC Team: Table of contents
to drive success
Your health score
What to expect
Objectives and metrics
CSC Team: Lesson 1
Once you have successfully implemented, your main point of contact at MX will shift from your Project Manager & Account Executive over to your Client Strategy Consultant (CSC).
At MX, we call your new point of contact a Client Strategy Consultant because they are here to provide strategic direction that will help you maximize the value and potential of the MX products you just purchased.
Our partnership is
1. Technology adoption
2. Value realization
3. Program maturity
Your CSC is your point of contact going forward. They are here to drive success towards helping you understand and achieve your business objectives.
Technology adoption: Providing strategic guidance on platform adoption, implementation and value realization.
Value realization: Leading Strategic Business Reviews to align on business objectives with MX technology.
Connecting customers to experts in the industry, other MX successful clients and making available MX resources to help you achieve your goals.
Program maturity: The CSC will do this by sharing industry expertise through best practices and case studies.
1 of 8
Resources to drive success
Strategy, not support
CSC Team: Lesson 2
The right team
Client Strategy Consultant
Adoption and maturation, value realization, industry and platform guidance
Commercial partner, technology scoping, contracting and pricing
Expert insights, specialized engagements
Industry expertise in Open Banking/Finance
Product technical support and trouble shooting
Custom MX platform developments
Education, marketing, video and help center content
1 of 5
The one-stop-shop for all your training, marketing, video and enablement resources needs all available to you for free.
2 of 5
This all encompassing landing page shares a brief explanation of all the enablement resources with quick links out to the resource.
3 of 5
API resources for you to implement MX product.
4 of 5
A library of articles and videos on MX products, systems and offerings.
5 of 5
2 of 8
Click to look
Check it out
O la la
CSC Team: Lesson 3
Your Client Strategy Consultant is just that, a consultant, not a support representative. The difference between a CSC and a support representative lies in what CSC stands for: Client Strategy Consultant. They are here to be a true partner in working with you to help you realize key objectives that are critical to moving your organization forward.
If you encounter a question or issue related to the MX platform that you can’t resolve on your own, we have a Technical Support Team that has years of experience handling complicated technical questions and unique user scenarios.
Your CSC will be your point of escalation, not your technical support representative. Use Zendesk for technical related issues, if there are other issues, you will go to your CSC.
MX Support Portal
Learn how to set up your account and submit a ticket to MX Support.
If you need a quick, real time answer, chat is the way to go!
3 of 8
Take a look at the resources and help that you and your end-users will receive from the MX TechOps support team.
CSC Team: Lesson 4
Your health score
To help us better understand how we are performing in our partnership with you, we have developed a series of metrics we call a “Health Score”. We will review your health score with you periodically during Strategic Business Reviews.
This score helps your CSC to know where you are in your life cycle, how happy you are with the services and products you have purchased, what adoption and utilization of those tools looks like, and whether or not we have established relationships with key individuals at your organization.
Ultimately, the purpose of this score is to make sure you are getting the best value out of the products you purchased with MX.
The key components
of your health score
Your health score is ultimately how we measure the success of our partnership with you and ensure you get the most value out of the products you purchased.
The key components of your health score
Do we have key relationships at your organization?
Provide your basic organizational structure. Make introductions to key individuals.
Do we have an understanding of your business objectives?
Provide insight into what you are trying to accomplish outside of MX. What matters to the key individuals we are working with.
Are there opportunities to improve your integration?
Make your integration more contextual and less piecemeal.
There are U/I components we assess as well as how we’re passing the data back and forth and responding to it. For example: are you using real-time APIs that translate into more timely insights or dated data plumbing for the pipes that are not providing the most optimal experience.
How well are you using MX data and your customers leveraging the tools?
Leverage enablement materials to train your staff and clients.
Have we helped you realize value with MX products?
Participate regularly in Strategic Business Reviews.
4 of 8
CSC Team: Lesson 5
What to expect
Our CSC’s take a very hands-on, white glove approach to partnering with you. You can expect touchpoints and engagement on a regular basis. This is how they will come to deeply know and understand your business objectives and follow through on performing against defined success metrics.
One-off special purpose meetings
You can expect to work with your CSC on a regular basis.
Regularly scheduled tactical
Types of engagements
MX: Client Strategy Consultant
Client: Program owner
Tactical review of technology (platform performance, availability, resolution time, etc).
Escalation of pending technical items.
Track progress against success plan.
Discuss topics stop-of-mind for client.
MX: CSC, Account Executive, Optional: Catalyst/Technology Consultant/Advocacy/Support
Client: Program owner, Executive sponsor
Check-in on progress of key activities/initiatives
Report on successes related to business objectives
Validate and/or acquire business objectives and associated target metrics
Strategic business review
MX: as needed CSC, Enablement, Catalyst, Technology Consultant, Advocacy, Support
Client: Program owner
Initiate engagement from MX professional services
Introduce MX and client leadership team
Demo new MX technology or new cases
One-off special purpose
5 of 8
CSC Team: Lesson 6
A dedicated CSC is meant for you. They are a powerful resource we provide to help you get the most value out of the MX products you purchase, but they can’t do it alone. We’re providing the experts, and we need you to provide a thing or two along the way.
The greatest success will come from a true partnership where you and the CSC work together.
1. Clarity into your basic organizational structure
2. Participation during Strategic Business Reviews
3. Introductions to the right people
4. Willingness to participate in Case Studies
What we need from you:
6 of 8
CSC Team: Lesson 7
We are dedicated to helping you get value out of the MX products you purchased. Our team of Value Engineers’ primary responsibility is to make sure that you have visibility into your metrics—so you can see how we are performing.
During onboarding, our value engineers will do a value workshop with you, including:
No matter the metric, aligning on expectations for how we measure success will lead to a notable return on your investment.
Value workshop in-depth
Example metrics dashboard
Even more insights
1. Setting expectations around what we are going to be tracking
2. Making sure we are in alignment with definitions of metrics
3. Recommendations for metrics to track based on your products/use case
Following the workshop, the value engineering team will provide access to a metric dashboard. You can expect regular “business objectives & metrics” reviews during your quarterly business reviews with your CSC where they will share results, discuss performance, make recommendations, and ensure we are on track for success.
Cover the products they purchased
Determine their highest priority product
Align on the ideal way consumers will use the MX product
Capture any phased rollout plan for purchased products
Keys to Success
Capture any metrics the client wants tracked
Most clients will defer to our recommendations for the best metrics to track
Align on the definitions for each of the metrics
Agree upon success criteria for each metric
Show how peers perform for each metric
Expectations and best practices to achieve goals
2. Define metrics
Capture current performance based on defined metrics
Document current vendors and results
Discuss gaps they have around measuring existing and future metrics
Cadence of metrics
Determine which party will be responsible for tracking each metric
Set expectations around how often each metric will be updated
Show them how to access their dashboard to view metrics
Discuss the QBR process and how the results from the Value Workshop will play a role
7 of 8
CSC Team: Lesson 8
and success metrics
What is the value you are hoping to achieve with MX? If you’re not sure where to start, click on the tiles to explore common business solutions. Learn more about how we can measure success for each use case, with a list of baseline metrics we can track.
8 of 8
Value of MX solutions
Payments processors can increase successful verification resulting in new users and additional payments processed. The result is more overall revenue.
Metrics need for a basic and ongoing:
Account verification success rate
Number of users attempting to move money
Number of verified accounts
Transfers processed (Mobile; Other)
Revenue for each transaction
Clients can increase speed and completion rate using IAV and IDV, resulting in more added users and increased revenue.
Completion rate of IAV/IDV
Completion rate of account opening/funding (by use case)
Speed of connection to return data
Time it takes to open an account
Number of new accounts opened vs previous year (by month)
Revenue added per user
Financial Wellness tools drive a higher adoption of digital channels, increase engagement, willingness to take additional products, and reduce customer attrition.
Adoption % (Also…)
Engagement % (Also…)
Time spent on digital channels
Product and services cross sold to users
Attrition or retention %
Loan decisioning algorithms are more effective when powered by MX data, resulting in more loan qualifications and new loans, without increasing the risk profile.
Number of loans opened
Default risk on loans
Revenue from loans
Scroll for more
Enhanced data provides users with better clarity into their transactions, which can reduce suspected fraud calls to the contact center.
Number of calls related to transactions
Cost per call
Transactions marked as suspected fraud
Cost per transaction marked as fraud
# of FTEs required to support the call center
Aggregation gives insight to held away accounts. This can be used to give targeted offers to capture new business and increase revenue.
Number and volume of aggregated accounts
Successful connection rate
% conversion of aggregated accounts
Revenue increase from converted accounts
Providing a better digital experience will increase users, engagement on digital channels, and customer satisfaction.
Net Promoter Score and/or CSAT (customer satisfaction) scores
Number of users
Time spent on the digital channels
Financial Feed Insights through Pulse can change a consumer’s behavior and get them to transfer money to savings, open up new products and services, and improve their financial health.
Amount of deposits moved to savings and what the financial impact is for the client.
Number of products and services opened and revenue associated with those products.
Financial Health Scores
Engagement (e.g. Login #s, clicks, and time spent)
More connected accounts and enhanced data can power improved product and marketing segmentation, leading to greater product conversion.
Running dates for targeted campaigns
Click through rates of targeted ads compared to non targeted ads
Cost per Acquisition
Number of accounts opened
Revenue associated with accounts opened
MX’s solution allows organizations to increase speed-to-market and provide customers with personalized mobile banking experiences. This tool will increase the number of users, NPS, RDC and Bill Pay adoption, and increase overall engagement through the digital channels.
Number of users
NPS and/or CSAT
App store rating
RDC and Bill Pay usage
Time spent on the app
Number of calls to the call center
Transactions done in branch
Jump through this course at anytime for a refresh or learn more about some of the other amazing teams at MX that are here to help you.
Meet more MX teams
Close this guide
Help improve MX Academy!