Beyond Philosophy

JANUARY 16, 2018

In 2006, when it was sold to Bank of America, MBNA was an enterprise of 25,000 employees, the U.S.’ When the company became part of Bank of America, the MBNA employees publicly thanked Charles Cawley, who founded the company, for all he had done on their behalf (see above). My paradigm example is, or was, MBNA America.

Customer centricity 208

Customer centricity Banking Enterprise Government 208

PeopleMetrics

APRIL 28, 2015

This was the terrifyingly binary challenge Joe Sullivan , CEO of Market Insights delivered to a group of banking execs last Friday at the N.J. Joe shared some statistics that would make less-intrepid bank executives contemplate a career change. In 2006, the most common reason customers visited a branch was to deposit funds.

Banking 79

Banking Customer Experience Surveys Finance 79

Robert Davis

JULY 16, 2018

This was the highest October sales figure since 2006, even though the recession had hit people hard across the country. Again, according to The Gallup Business Journal: For banks and supermarkets—as well as hotels and other businesses—the data, and the story, are the same. Consumers were suffering from “frugal fatigue.”

Surveys 96

Surveys Banking Contact Center Sales 96

CSM Magazine

NOVEMBER 27, 2020

The Institute of Directors (IoD) surveyed 958 British businesses and found that 74% plan to retain home-working for the foreseeable future. The IoD survey echoed the earlier findings of researchers from Cardiff and Southampton universities, who found that 90% of employees would also prefer to continue working from home.

Wait times 98

Wait times Chatbots Enterprise Technology 98

Maru Group

SEPTEMBER 4, 2018

Introduced in 2006, the policy aims to deliver improved outcomes for retail financial services customers by monitoring through principal based regulation the need for providers to place the customer at the heart of their respective operations and business culture. Giving customers a voice.

Feedback 40

Feedback Banking Best practices Surveys 40

Robert C. Davis and Associates

JULY 16, 2018

This was the highest October sales figure since 2006, even though the recession had hit people hard across the country. Again, according to The Gallup Business Journal: For banks and supermarkets—as well as hotels and other businesses—the data, and the story, are the same. Consumers were suffering from “frugal fatigue.”

Surveys 40

Surveys Banking Contact Center Sales 40

Balto

AUGUST 3, 2022

We surveyed 361 executives across the United States for the purpose of this survey. Figure 1: Geographic Distribution of Survey Participants. Figure 2: Gender Distribution of Survey Participants. Figure 3: Age Distribution of Survey Participants. Figure 4: Title Breakdown of Survey Respondents. Demographics.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52