Eptica

MARCH 14, 2018

Date: Wednesday, March 14, 2018 How do UK banks rate on customer experience? Author: Neil Cox Banking, like many other sectors, is undergoing a period of disruption and change. How are UK banks doing in terms of the customer experience? However, this was a drop from 2016’s figure (84%) and 2015’s 91%.

Banking 49

Banking Customer Experience Multichannel Government 49

Beyond Philosophy

MAY 10, 2016

My example is TD Bank, where viral communication meets real, and valued, experience delivery on a personalized, and deeply emotional, level. Here’s a quick thumbnail summary of where some examples of TD Bank’s marketing unique marketing and communication initiatives have taken the company over the past year or so.

Marketing 186

Marketing Banking B2C Consulting 186

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. This post takes a look at three moments of truth that are important for banks to consider if they want their customers to love their customer experience. Keep an eye out for new posts in the new year!

Customer Experience 61

Customer Experience Best practices Banking Metrics 61

Enghouse Interactive

JULY 16, 2018

Digital Banking Success Begins with Customer Experience. As digital banking capabilities have expanded, so has consumer adoption of online and mobile channels. In 2018, 57% of all banks and credit unions have adopted digital mobile banking options. Member Obstacles to Adopting Digital Banking.

Banking 40

Banking Customer Experience Contact Center Interactive Voice Response 40

pindrop

OCTOBER 21, 2021

At the time of writing this blog, only little details about the $35 Million bank heist are public knowledge, but Pindrop suspects that voice conversion was used in this attack because a live call and natural conversation took place between the attacker and the victim’s bank manager.

Call Center 85

Call Center Banking Big data Technology 85

Beyond Philosophy

DECEMBER 19, 2017

Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. Other brands in the top three spots are perennial performers like John Lewis and last year’s top performer, First Direct, an online and over-the-phone bank. They include: Personalization. Time and Effort. Resolution. Expectations. Per the report, brands in the U.K.

Customer centricity 383

Customer centricity Consulting Consulting Banking 383

Beyond Philosophy

JUNE 21, 2015

Reserve your spot at this informative webinar presented Thursday, June 17th, 2015. If you enjoyed this post, you might be interested in the following blogs: Employee Culture: Why Amazon is on Top and Bank of America Isn’t. Engaging Millennial Employees.

Customer Experience 400

Customer Experience B2C Banking B2B 400

CX Global Media

JUNE 27, 2017

In fact, data collected at Pindrop® Labs has shown a significant increase in the call center fraud rate, a jump of 113% from 2015 to 2016. In 2015, one in every 2,000 calls was fraudulent. Fraud in call centers increased by 113% in 2016. Click to Tweet. In 2016, that number jumped to 1 in 937, an increase of 113%.

Contact Center 159

Contact Center Call Center Interactive Voice Response Banking 159

Verint

NOVEMBER 8, 2017

The amount of money taken in cyber heists, both in banking and elsewhere, according to Cybersecurity Ventures 1 was estimated at $3 trillion overall for 2015—and they expect this number to double by 2021. In fact, banking is the number one attacked industry due to the monetization of the cyber attack.

Banking 23

Banking Technology Customer Experience Customer Service 23

Fonolo

JULY 20, 2023

The organization was experiencing dramatic call-spikes while converting to a digital banking platform in 2019. The credit union first implemented Fonolo’s call-back solution in 2015 and reduced their call center abandonment rates by more than 40%.

Wait times 67

Wait times Abandon rate Call Center Contact Center 67

Eptica

OCTOBER 16, 2015

Date: Friday, October 16, 2015 The opportunity for European customer experience. Published on: October 16, 2015. While organizations are accelerating their efforts, in its 2015 Customer Experience Index for Europe , the analyst found that no company in France, Germany or the UK yet delivered a superior experience.

Customer Experience 75

Customer Experience Multichannel Banking Customer centricity 75

Call Experts

SEPTEMBER 23, 2021

Experts at Digital.com recommend BPO services that cater to customers in highly specialized fields like healthcare or banking. . Digital.com was founded in 2015 and was formerly known as Review Squirrel. Large firms that require management of high-volume projects and small companies for clients that want personalized services.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Healthcare contact center solutions 52

PeopleMetrics

MAY 4, 2017

So far in 2015, the proportion of practitioners who say they are familiar with journey mapping has increased to nearly half (48%). In the banking world, customer journey mapping is an important tool to help you better understand and get closer to your ideal customers. That's a 50% growth in this activity in just a few short months.

Journey mapping 91

Journey mapping Banking Chief Customer Officer Customer centricity 91

Call Center Weekly

NOVEMBER 9, 2017

That is especially true for industries such as banking and insurance, which are heavily regulated. He was also chosen as one of the “Top 50 Customer Service Thought Leaders on Twitter” for 2014, 2015 and 2016. Why is the issue of compliance important for contact centers? Web site | Twitter | LinkedIn.

Contact Center 149

Contact Center contact center associations Banking Education 149

CSM Magazine

JULY 13, 2021

The later revised PSD2 , introduced in 2015, has resulted in an even more integrated and efficient payments market, with the key addition of Strong Customer Authentication (SCA). If a customer pays online for goods using an SCA process, but later claims it was a fraudulent transaction, the bank or card issuer accepts liability.

Banking 52

Banking Interactive Voice Response Accountability Management 52

Beyond Philosophy

MAY 19, 2015

By combing through their data banks, they could identify these future parents, estimate their due date, and “target” them to be loyal Customers. Philosophies To Improve Your Customer Experience in 2015. All in all, they found 25 different products whose purchase indicated a woman might be expecting. Engaging the Subconscious Shopper.

Employee engagement 370

Employee engagement Analytics Banking Customer Experience 370

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Published on: September 11, 2015. As well as electronics manufacturers, nine other sectors were surveyed in the overall study, including banking , telecommunications and retail. and How do I get a replacement manual for my product?

Multichannel 76

Multichannel Customer Service Banking Self service 76

Eptica

MARCH 31, 2016

The web, in the form of help and self service has remained on top throughout that time and continued to improve between 2015 and 2016. For example, even the worst performing companies in banking and fashion scored 70%, still significantly better than the top performers in insurance who managed to successfully answer only 60% of questions.

Multichannel 49

Multichannel Entertainment Customer Service Banking 49

Customers That Stick

MAY 13, 2015

In the Temkin Group’s 2015 Experience Ratings Industry Snapshots, Internet Service Providers were ranked last out of 20 different industries. If I led a cable company in the year 2015, I would do everything I could to become not only the service leader in my industry but a service leader across industries. Does Cable Need Saving?

Customer Service 146

Customer Service Wireless Customer centricity Banking 146

Eptica

SEPTEMBER 9, 2015

Date: Wednesday, September 9, 2015 Making a success of Twitter customer service. Published on: September 09, 2015. This provided the bank with the opportunity to reassure them, provide a timescale for when the machines would be back up and running, and generally prevent the issue developing further.

Customer Service 97

Customer Service Multichannel B2C Banking 97

Comm100

NOVEMBER 2, 2020

Industry: Banking and finance. A chatbot is the ideal companion to a home buyer’s journey with a bank. The bot can even provide personalized service to the bank’s clients. For more examples and inspiration of how chatbots can be deployed in banking, take a look at the Top 15 Ways for Banks to Use Chatbots.

Chatbots 57

Chatbots Customer Service Banking Healthcare 57

Noble Systems

MARCH 20, 2019

Jim Marous, co-publisher of The Financial Brand, laid out the table stakes in his October report on bringing humanized experiences to digital banking. “As A December podcast on employee gamification by BAI (the Bank Administration Institute) scored the highest ratings in the podcast’s two-year history in just one week.

Gamification 75

Gamification Call Center Customer Experience Banking 75

TechSee

APRIL 2, 2019

A watershed in the field occurred in 2015, when computer vision overtook humans in the ability to recognize objects, a turning point analogous to the day in 1997 when IBM’s Deep Blue chess computer defeated the legendary grandmaster Garry Kasparov. Computer Vision AI Comes of Age.

Contact Center 174

Contact Center Average Handle Time B2C Banking 174

Revation Systems

FEBRUARY 5, 2019

Businesses and service-oriented industries, such as healthcare and banking, now face a new reality where customers (and patients) are willing to take their business elsewhere if they have even one unfavorable experience. Automate Self-service through Chatbot Technology.

Customer Experience 48

Customer Experience Chatbots Self service Banking 48

Up Your Service

MARCH 5, 2016

This includes retailers, banks, brokerages, call centers and service centers. A bank in Asia found a similar result. The bank extended branch opening hours both weekdays and weekends, thinking it was adding value to customers. Yet at other times, bank branches sat empty. Sometimes being closed is the best service of all.

Customer Service 66

Customer Service Banking Employee engagement Call Center 66

Fonolo

MAY 5, 2020

When we first met Credit Union of Colorado back in 2015, their team of 35 experienced agents were buckling under the pressure of incoming calls. Laura Reinhold, MSCC Manager at CUofCO explains, “ We were using Cisco’s call-back solution during our digital banking conversion, and it couldn’t handle the increased capacity.

Abandon rate 62

Abandon rate Caller satisfaction Banking Customer centricity 62

Comm100

SEPTEMBER 28, 2021

The existing channels that LMCU had in place included phone, email, and online banking, and they wanted a modern solution to let customers connect more flexibly. Many credit unions are behind in digital transformation, and within the banking and credit union sector, live chat adoption is just below 60%. Live chat can be very personal.

Customer Service 86

Customer Service Chatbots Banking B2C 86

Mindtouch

APRIL 5, 2017

MindTouch has been named one of the Hot 100 best privately held software companies by JMP Securities , a full-service investment bank. MindTouch has brought this philosophy on customer-focused documentation into strategic partnerships with Salesforce and SAP , who honored MindTouch with the 2015 SAP Hybris Software Partner of the Year award.

Banking 48

Banking Engineering Self service Marketing 48

Customers That Stick

JANUARY 15, 2015

We look forward to meeting more interesting professionals like them in 2015! Meet Ali Banks! – Ali found her true passion in the kitchen and now on a boat off the coast of Alaska. Their histories and influences, such as mentors, Italian restaurants and books have something to teach us all.

Customer Experience 104

Customer Experience Employee engagement Banking Customer retention 104

Solvvy

DECEMBER 17, 2019

AI brings real, tangible benefits to businesses and customers alike and has been identified by Gartner as one of the top 10 strategic trends every year since 2015. The reality was a reduction in bank tellers who moved into more advanced functions within the industry.

Self service 62

Self service Banking Chatbots Technology 62

CSM Magazine

JULY 20, 2015

Customer experience management experts from Google, AT&T, Jumeirah Group, du, Emirates Islamic Bank and more are due to meet at the 2nd Annual Customer Experience Management Middle East this September in Dubai. Asif Khayyam, Vice President | Corporate Banking, Barclays Bank PLC. And many more.

Customer Experience 40

Customer Experience Management Banking Customer Service 40

ijgolding

SEPTEMBER 21, 2015

As recently as June 2015, I wrote a review of the new offering from Chief Customer Officer ‘guru, Jeanne Bliss – (Chief Customer Officer 2.0) Hill II Founder/Chairman Metro Bank. It will be officially released on the 3rd October 2015. It will be officially launched on he 28th October 2015. Well done”.

Customer Experience 91

Customer Experience Chief Customer Officer Airlines Banking 91

Comm100

MAY 4, 2022

In 2021, US banking customers that identified as ‘phygital’ grew by 17%. Research from BAI found that 62% of Millennials and 61% of Gen Z said they would switch their primary bank account for a better digital experience. The need to shift towards digital support is also increasing as Millennials and Gen Z reach financial maturity.

Chatbots 76

Chatbots Wait times Banking Personalization 76

Hero Digital

SEPTEMBER 3, 2019

We clocked in at #1575 based on our 262% growth since 2015, which is a truly astonishing number when I think back to our humble beginnings as a team of four. Bank ATM, logged a client call in Salesforce, or watched TV via Comcast. Now in our fifth year, I’m honored to share that we’re ranked on the Inc.

Banking 42

Banking Metrics Personalization Customer Experience 42

Stratifyd

MARCH 13, 2019

Since our founding in 2015, Stratifyd has built a solid team of dedicated QA professionals, including Lead Quality Assurance Engineer, Clay Raynor. He joined our team after time spent working at Bank of America, Charter Communications, and Duke Energy.

Engineering 45

Engineering Best practices Banking Analytics 45

TRUSTID

DECEMBER 14, 2017

In 2015, Forrester’s Customer Lifecycle Survey found that 73 percent of consumers said valuing their time is the most important thing that companies can do to provide them with good customer service. By resolving your customers’ problems faster, TRUSTID helps banks and businesses value their customers’ time while saving labor costs.

Contact Center 50

Contact Center Banking Enterprise Call Center 50

Eptica

MARCH 11, 2016

This was down from 74% in 2015 , and was well below 2012’s total of 87%. The corresponding figures for 2015 were a 58% response, and 39% success, rate, showing drops in both metrics. Email is getting slower In 2015 the average successful response time was 29 hours 27 minutes.

Multichannel 49

Multichannel Customer Service Banking Metrics 49