ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success.

Sales 307

Sales CRM Contact Center Customer retention 307

ShepHyken

SEPTEMBER 25, 2023

Businesses should consider tipping practices’ impact on customer satisfaction and carefully evaluate when and how tipping should be implemented. This may lead some individuals to avoid experiences where they feel obligated to over-tip. Positive experiences in one industry can shape customer expectations in others.

Benchmark 201

Benchmark Customer centricity Marketing Technology 201

Beyond Philosophy

DECEMBER 22, 2023

We host Alex Mead , Global Customer Service Experience Director of Alvarez & Marsal ( alexmead@sky.com ), to discuss this crucial topic and its implications for experiences. Mead envisions that AI will significantly reduce customer effort in their experiences. How can we help? Complete this short survey.

Consulting 221

Consulting Consulting Education Customer effort 221

Beyond Philosophy

DECEMBER 29, 2023

The same principle of gradual improvement through diligent effort holds true for Customer Experiences. Achieving a customer-centric organization isn’t an overnight switch. It evolves over time, with incremental enhancements fostering a culture and experience centered around customers. How can we help?

Consulting 221

Consulting Consulting Customer centricity Education 221

Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. They focused their attention on the customer-facing teams at first. This strategy is ideal for getting an improvement program off the ground. After all, no one can address everything at once.

Finance 195

Finance Customer centricity Accountability Technical Support 195

SmartAction

FEBRUARY 20, 2024

The integration of conversational AI automation in the financial services sector is revolutionizing how businesses interact with their clients. As we venture further into the digital age, Artificial Intelligence (AI) and voice automation are becoming key players in enhancing customer experiences and streamlining banking operations.

Banking 72

Banking Self service Virtual Agent APIs 72

ShepHyken

JUNE 8, 2023

It discusses customer experience gaps that hinder profitability and how to close them. Are you providing as good of a customer experience as you think you are? Even gaps that we might consider small can cause gulfs in your customer experiences. For 38% of customers, you need a 4-star rating, minimum.

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156

ShepHyken

MAY 28, 2023

Each week, I read many customer service and customer experience articles from various resources. Cramer sat down with Apple’s SVP of services Eddy Cue earlier Tuesday at the inaugural CNCB CEO Summit in Santa Barbara. Here is an article about financial advisor CNBC’s Jim Cramer’s opinion on that topic.

Customer Service 161

Customer Service Customer centricity B2C Government 161

Calltools

APRIL 5, 2023

Financial service call centers are responsible for both inbound and outbound calls that deal with sensitive information. Often, these financial calls are time-sensitive as well. As such, financial service call centers must employ the right tools to allow their agents to reach clients most effectively.

Call Center 98

Call Center call center software Banking Management 98

AWS Machine Learning

MARCH 28, 2024

Although the resulting models yield amazingly good results for general tasks, such as text generation and entity recognition, there is evidence that models trained with domain-specific datasets can further improve LLM performance. To develop financial LLMs, you can use two important data sources: News CommonCrawl and SEC filings.

Finance 96

Finance Metrics Banking Engineering 96

AWS Machine Learning

APRIL 9, 2024

In this post, we discuss two new features of Knowledge Bases for Amazon Bedrock specific to the RetrieveAndGenerate API: configuring the maximum number of results and creating custom prompts with a knowledge base prompt template. Additionally, you can add custom instructions and examples tailored to your specific workflows.

APIs 114

APIs Engineering Healthcare Education 114

Steve DiGioia

MAY 1, 2023

It’s the age-old mantra: “ Provide great service and customers will come.” In this article, we’ll explore why relying solely on great service is actually a trap that could lead to the downfall of your business. This means that providing great service is no longer a unique selling point.

Customer Service 162

Customer Service Marketing Personalization Management 162

Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services. .

Banking 94

Banking Customer Experience Big data Chatbots 94

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. Poor customer support not only affects satisfaction but can also harm the reputation of financial organizations. percent from USD 90.57

Contact Center 52

Contact Center Customer Support Contact center software outsourcing 52

Hodusoft

DECEMBER 21, 2023

Leveraging Advanced Call Center Software- Enhancing FCR in Banks and Financial Institutions Witness the evolution of the banking and financial landscape as it progresses into a new era of customer service excellence, driven by cutting-edge technology and real-time statistical insights.

call center software 64

call center software Banking Call Center First call resolution 64

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. Customers who enjoy positive interactions are more likely to become repeat buyers, brand advocates, and contribute to a lower churn rate.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

Fonolo

FEBRUARY 7, 2023

A commitment to care for your personal well-being is above and beyond the customer service you might usually expect from a financial institution. Hawaii State FCU is one of the Aloha State’s leading financial institutions. To serve customers well, innovation and excellent customer service is a must.

Abandon rate 140

Abandon rate Customer Service Wait times Call Center 140

Bill Quiseng

JUNE 28, 2023

To paraphrase John DiJulius’ customer service battle cry, it’s time for a Patient CARE Revolution! Let’s be revolutionary to improve the patient experience. This revolution “is a radical overthrow of conventional business mentality, designed to transform what” patients “experience. Well, no more!

Healthcare 165

Healthcare Customer Service Personalization Customer Experience 165

OctopusTech

MARCH 22, 2024

Chatbots are artificial intelligence-powered virtual assistants that simulate human conversations with customers through messaging apps. With their ability to automate responses and deliver personalized experiences, Chatbots have become essential to modern marketing strategies. How do artificial intelligence Chatbots work?

Chatbots 62

Chatbots Marketing Abandon rate Healthcare 62

C3Centricity

FEBRUARY 13, 2024

Last week I spoke about the importance of actioning customer feedback. I want to continue this topic focussing on using the information for continuous improvement of the brands and services you offer. The Custometrs’ Need for Continuous Improvement The only constant in business today is change!

Feedback 90

Feedback Surveys Marketing Customer Experience 90

CSM Magazine

MARCH 7, 2024

Encoded , a leading Payment Service Provider and pioneer of innovative secure payment solutions for contact centres and e-commerce, has announced that business process outsourcing (BPO) specialist Sigma Connected is using Agent Assisted Payments solution. Calls relate predominantly to general customer service and early arrears enquiries.

Customer Experience 52

Customer Experience Business Process Outsourcing outsourcing Interactive Voice Response 52

24-7 InTouch

OCTOBER 20, 2023

In today’s fast-paced digital landscape, the financial technology (fintech) industry is undergoing a remarkable transformation, redefining how financial services are delivered and experienced. This reliability enhances trust and customer satisfaction. This is where AI and automation step in.

Chatbots 59

Chatbots Banking Customer centricity Wait times 59

Cyara

OCTOBER 19, 2023

Customer experience (CX) has always been critical in the financial services industry. According to Forrester , a mere one-point improvement in CX Index scores can result in anywhere from $92 million to $123 million in additional revenue, depending on the size of the bank.

Interactive Voice Response 76

Interactive Voice Response Banking Customer Experience 76

CSM Magazine

OCTOBER 27, 2023

“If you don’t care, your customer never will.” As firms compete to put the customer first, there have been all sorts of different tools created to help improve customer service , drive optimization for accounting processes and maximize overall customer value.

Finance 59

Finance Accountability Customer Service Engineering 59

AWS Machine Learning

SEPTEMBER 19, 2023

Multi-modal data is a valuable component of the financial industry, encompassing market, economic, customer, news and social media, and risk data. Financial organizations generate, collect, and use this data to gain insights into financial operations, make better decisions, and improve performance.

Marketing 101

Marketing APIs Engineering Analytics 101

TechSee

DECEMBER 12, 2022

Today’s field service leaders face a growing number of challenges, many of them not dissimilar to those faced by their predecessors. However, the simultaneous arrival of economic, operational, and technical challenges is straining many field service organizations. 3 Challenges Field Service Leaders Are Facing.

Customer centricity 124

Customer centricity Technology Enterprise Accountability 124

The Northridge Group

OCTOBER 12, 2023

By rethinking how your organization approaches customer support, you can transform your call center into a loyalty center that reduces churn and boosts Customer Lifetime Value (CLTV). Prioritize the Experience Customer support agents are trained to solve problems as efficiently as possible so they can handle the next call in the queue.

Contact Center 115

Contact Center Call Center Analytics Customer Experience 115

TeamSupport

MARCH 28, 2024

If you’re in the customer support world, then you know that achieving excellence in the space requires more than addressing customers’ immediate needs. You must first redefine what customer service means entirely. It's here that TeamSupport Software shines, revolutionizing customer support management.

Customer Service 52

Customer Service Self service Customer centricity Chatbots 52

TeamSupport

MARCH 28, 2024

If you’re in the customer support world, then you know that achieving excellence in the space requires more than addressing customers’ immediate needs. You must first redefine what customer service means entirely. It's here that TeamSupport Software shines, revolutionizing customer support management.

Customer Service 52

Customer Service Self service Customer centricity Chatbots 52

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. But no more.

Journey mapping 97

Journey mapping Education Coaching Customer Care 97

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.

Customer Experience 76

Customer Experience Brand ambassadors Self service Chatbots 76

Certified Languages International

DECEMBER 22, 2023

With rising diversity in the United States, there is a growing need for banks to provide multilingual services and support. Monolingual banking that only caters to English speakers results in poor customer experiences, lost opportunities, and decreased satisfaction for large segments of the population with limited English proficiency (LEP).

Banking 52

Banking Customer Experience Bilingual agents Customer retention 52

AWS Machine Learning

MARCH 4, 2024

It enables customers to leverage a variety of high-performing FMs, such as the Claude family of models by Anthropic, to build custom generative AI applications. Reduced hallucination – Businesses require predictive, controllable outputs from AI systems directing automated processes or customer interactions.

Benchmark 135

Benchmark Finance Engineering Enterprise 135

Joe Rawlinson

MAY 15, 2023

Starting your own business can be an exciting and fulfilling experience. This information will enable you to make informed decisions about your products or services, pricing, and marketing strategies. Effective Marketing and Networking Effective marketing is essential in attracting and retaining customers.

Education 78

Education Marketing Management Customer Experience 78

Lumoa

MARCH 3, 2023

The past few years have witnessed a substantial increase in attention and investment in customer experience (CX) across various industries, including the financial services sector. But some important questions arise: How relevant is CX to modern financial services? Here are the main takeaways.

Metrics 83

Metrics Upselling Engineering Customer Experience 83