Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. Keeping up with the latest trends can help you understand the impact that these tendencies have on your banking customer experience. Let’s take a look at the trends that will shape the customer journey in banking in 2023 and beyond.

Banking 94

Banking Customer Experience Big data Chatbots 94

Altivon

JUNE 13, 2020

The State of the Industry During Coronavirus: Survey Results from April 2020. In mid-April 2020, ContactBabel analysts ran a short survey of 108 US contact centers to gauge some of the changes taking place in the industry due to the coronavirus pandemic. Insight #7: Call abandonment rates are rising.

Abandon rate 52

Abandon rate Contact Center contact center solutions Transportation 52

pindrop

OCTOBER 12, 2021

According to a Forrester report 1 , a North American bank reported that knowledge-based authentication (KBA) has had a 25% false reject rate, which resulted in an unacceptable level of customer dissatisfaction. Adopting voice biometrics allowed the bank to reduce false rejects to less than 3%. Why is this so? The Future of KBAs.

Abandon rate 52

Abandon rate Contact Center Self service Banking 52

Fonolo

MARCH 7, 2023

Examples include FAQ sections on websites, chatbots, help center blog forums, self-service account creation, password resetting, and interactive voice technology in call centers. In fact, 48% of contact centers have invested in AI chatbots for self-service, according to Cisco’s 2020 report. Check the metrics.

Self service 87

Self service Call Center Interactive Voice Response Chatbots 87

Pointillist

FEBRUARY 19, 2018

“By 2020, 85% of customer interactions will be managed without a human” – Gartner. Large banks have thousands of customer touchpoints that capture millions of customer interactions every day, making customer experience a minefield for them to navigate. By Will Thiel. Today’s customers live in an omnichannel world.

Customer Experience 111

Customer Experience Analytics APIs Chatbots 111

Fonolo

JULY 16, 2014

Updated May 2020: Companies place a great deal of importance on meeting customer expectations. Handpicked related content: Top Contact Center Trends in 2020. For example, for “simple” inquiries (like “what’s my bank balance?”) Handpicked related content: 4 Metrics Your Call Center Needs to Track in 2020.

Customer Service 67

Customer Service Feedback Call Center Abandon rate 67