江南时报讯 遵照总省行不满意客户关怀行动部署，工行南通分行从深究不满意原因、实时洞察数据、 扩大参评基数、规范考核机制四个方面着手开展客户体验提升工作，进一步强化客户体验管理，并将不 满意客户回访过程中发现的问题整改落实到日常的工作中，推动服务质量不断提升。截至9月底，该行 客户体验满意度达99.55%，全省排名前列，不满意客户由最初的24人降至3人，成功转化21人，参评人 数达671人，服务满意度实现新的大提升。 四、明确机制，联动考核。由于辖内支行在客户满意度测评中存在管户支行与实际维护支行不一致，出 现了跨支行不满意的情况，南通分行规范考核机制：凡客户不满意归属网点与实际办理业务网点不一致 的，将不再进行考核调整，而是统一按照开户行、网银归属、个人营销系统归属进行考核；存在一笔投 诉涉及多个支行网点的，需相关支行进行联动服务投诉调解，若因未配合导致转化失败的，将对涉及支 行进行双向考核。 二、按日监测，紧盯进度。网金部通过"双声"系统每日进行取数，并将各支行客户满意度情况按日通 报、督导，实时跟踪支行回访进度，同时关注是否产生新的不满意客户，为支行不满意客户转化提供有 力的数据支撑，确保客户反馈能得到及 ...

Financial Data and Key Metrics Changes - Total revenue for Q2 FY26 grew 8% year over year to $212 million, while subscription revenue increased 6% year over year to $188.5 million [5][20] - Non-GAAP operating income reached a record $38.2 million, resulting in an 18% non-GAAP operating margin for the quarter [5][22] - Free cash flow generated was $29.8 million, with a total of $123.5 million in the first half of FY26, excluding restructuring payments [22][29] Business Line Data and Key Metrics Changes - Professional services revenue was $23.6 million, driven by large CCaaS implementations [20] - Subscription revenue-based net dollar expansion rate was 102%, reflecting ongoing elevated customer churn and downsell activity [20][21] - The number of customers generating at least $1 million in annual subscription revenue increased to 149, up three from the previous quarter [21][18] Market Data and Key Metrics Changes - Total remaining performance obligations (RPO) was $923.8 million, up 4% year over year, while current RPO (CRPO) was $597.1 million, up 7% year over year [24] - Calculated billings for Q2 were $200.6 million, an increase of 4% year over year [23] Company Strategy and Development Direction - The company is in a transitional year, focusing on business optimization and entering the second phase of transformation, which includes strategic investments in AI and customer engagement [6][7] - Project BearHug aims to minimize churn by deeply engaging with top customers, representing over 80% of total revenue [11][13] - The company is enhancing its product offerings, including AI functionality and improved customer feedback management [16][15] Management's Comments on Operating Environment and Future Outlook - Management acknowledged challenges in renewals and customer satisfaction but expressed optimism about improvements in the second half of FY26 and into FY27 [32][34] - The focus remains on improving execution, customer engagement, and addressing past implementation issues to drive growth [10][18] - Management expects total revenue for Q3 to be in the range of $209 million to $210 million, reflecting a 4% growth year over year at the midpoint [24][26] Other Important Information - The company has a healthy balance sheet with $474 million in cash and marketable securities and no debt outstanding [23] - The CFO, Manish Sarin, will be leaving the company, and the CEO will assume interim responsibilities while a search for a new CFO is conducted [5][29] Q&A Session Summary Question: When will the company see a bend in its transformation journey? - Management indicated that improvements in renewals, customer satisfaction, and growth metrics are expected in the second half of FY26 into FY27 [31][32] Question: Can you provide an example of a significant churn situation? - Management explained that renewal pressure has been ongoing for several years, with efforts focused on improving customer engagement and execution to mitigate churn [38][39] Question: What are the drivers for unlocking demand in the CCaaS business? - Management highlighted the importance of successful large implementations and enhancing customer experience as key drivers for growth in the CCaaS segment [49][51] Question: How is the hybrid pricing model impacting revenue and profitability? - Management discussed the implementation of a simplified pricing model aimed at increasing customer satisfaction and driving subscription revenue [56][58] Question: What is the company's perspective on AI's impact on customer understanding and adoption? - Management believes that AI is a critical technology and emphasized the importance of integrating AI into workflows to unlock value for customers [77][79]