Stratifyd

JULY 9, 2019

. — July 9, 2019 — Stratifyd announced today that is has been selected to present its AI-powered analytics platform at FinovateFall 2019 , the world’s most influential fintech conference which showcases the most successful and innovative banking and financial technology. About Stratifyd. To learn more visit www.stratifyd.com.

Analytics 40

Analytics Banking Enterprise Customer retention 40

Peter Lavers

DECEMBER 21, 2017

As 2017 draws to its close I’ve been taking a look at my blog, twitter and Linkedin activity over the year, and I’d like to share with you my three top choices in four different categories: Most blog engagement. Nedbank – I have walked the customer centricity journey with this great bank for over a decade.

B2C 138

B2C B2B Customer centricity Analytics 138

360Connext

SEPTEMBER 27, 2017

What are some of the customer experience trends we’ll see through the end of 2017 and into 2018? Robust analytics platforms aren’t going anywhere. So it’s become almost cliche to hear how a bank wants to be the “Uber” of banking or a dentist wants to offer service “like Amazon.”

Banking 124

Banking Metrics Big data Consulting 124

Aspect

DECEMBER 27, 2017

What happened in 2017, and what will 2018 bring? Most contact centers go through a formal RFP/tender process for new investments, and because chatbots got lots of mainstream media attention in both 2016 and 2017, budgets have indeed formed in 2017. Let’s have a look. It is still early. Apple will dominate messaging in 2018.

Chatbots 116

Chatbots Contact Center Interactive Voice Response Enterprise 116

Serenova

MARCH 10, 2020

It’s an approach we’ve led by continually building out a unified platform, including quality management through our acquisition of TelStrat in 2017 and, more recently, with workforce management through our acquisition of Loxysoft’s ProScheduler. Interactive video engagement on banking websites, mobile apps and ATMs.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

JustCall

AUGUST 26, 2022

In the early 1900s, Jacksonville experienced growth in the banking, silent film industry, business, and insurance. In 2017, three Fortune 500 firms were located in the Jacksonville, Florida, area code. The Mayo Clinic is just another prominent recruiter in the area, as are other banks, including Citi, JP Morgan, and Bank of America.

voip 52

voip Banking Transportation Accountability 52

Callminer

APRIL 23, 2019

By removing all sensitive data without sacrificing the context of conversations, companies can get the full benefits of customer engagement and speech analytics solutions to boost customer service and agent performance while simultaneously maintaining compliance.

Best practices 159

Best practices Call Center Banking Contact Center 159

Calabrio

JUNE 9, 2016

are on track to overtake phone interactions by the start of 2017. Consider the following scenario: Michelle is thinking of opening a new checking account, but she’s not sure if she wants to go with Bank A or Bank B. It’s that experience that ultimately makes Michelle decide to go with Bank B.

Benchmark 40

Benchmark Contact Center Banking Accountability 40

Callminer

FEBRUARY 23, 2021

In 2017, Microsoft uncovered most people contact a company using three separate channels.” Analytics are more important than ever. You need advanced analytics, offered in real-time, so you can quickly and easily make adjustments as needed.” Omnichannel analytics will be used to unify and improve CX.

Call Center 376

Call Center Technology Banking Contact Center 376

JustCall

NOVEMBER 24, 2022

According to Microsoft’s 2017 Global State of Multi-Channel Customer Service report, 97% of consumers say customer service quality assurance is critical to maintaining loyalty. Interaction analytics means that 100% of QA calls can be monitored, ensuring agents follow all business rules and regulations.

Call Center 52

Call Center First call resolution Quality management Contact Center 52

Fonolo

JANUARY 22, 2020

Who Should Attend: CMOs, customer support executives and management, Notable Speakers: Satya Nadella – CEO, Microsoft; Susan Johnson – CMO, Suntrust Bank. Notable Speakers: Satya Nadella – CEO, Microsoft; Susan Johnson – CMO, Suntrust Bank. Event Host: Oracle. Location: San Diego, USA.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

Livepro

JULY 17, 2018

Topic: ‘Using Analytics to improve Customer Experience’. His involvement in both inbound and outbound processes includes centres serving the energy, IT, banking, airlines, telecommunications, government, collections, credit card and insurance industries. In February of 2017 he was appointed acting General Manager and leads the Dept.

Transportation 40

Transportation Government Multichannel Consulting 40

DMG Consulting

APRIL 4, 2017

NICE works with many of the major banks worldwide, which have large and very large contact centers; these relationships will likely open up opportunities for inContact. I would like to receive the monthly DMG Newsletter. Comments This field is for validation purposes and should be left unchanged. By Donna Fluss.

Contact Center 59

Contact Center contact center solutions Enterprise Business Process Outsourcing 59

Clarabridge

AUGUST 31, 2017

High volumes of omni-source data, even in multiple languages, can be quickly analysed using the latest text analytics and Natural Language Processing (NLP ) techniques. Fully automated C-Level, operational and analytical reports can be easily produced in near real time. 16 th August 2017. Colin Dean.

Analytics 40

Analytics Customer centricity Accountability Feedback 40

Enghouse Interactive

JULY 10, 2018

In the hustling world we live in, the sense of community is exciting in the world of banking. Use journey analytics to drive better experiences. What are journey analytics? Member journey analytics is collective whole of every touch point that a member interacts with across multiple channels over time.

Self service 40

Self service CRM Contact Center Analytics 40

Lumoa

JUNE 4, 2018

Finnish SaaS company Lumoa , which provides AI-powered customer experience analytics software for medium and large sized companies across the Nordics, has announced €650 000 in funding. The global customer journey analytics market size will reach $12.22 billion in 2017 at a compound annual growth rate of 20.8%. About Icebreaker.vc

Analytics 121

Analytics Marketing Customer Experience Telecommunications 121

Help Scout

AUGUST 8, 2018

Help desk software that won’t break the bank. Underlying analytics. Example 2: Dear Members, I’m writing to inform you of a 5% increase to the cost of membership, which will take effect as each membership comes up for renewal, beginning on February 1, 2017. Customer service has always been about maximizing value.

Banking 40

Banking Accountability SaaS Engineering 40

RichCall

SEPTEMBER 13, 2017

Global Contact Centre Benchmarking Report, Dimension Data 2017. The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%). We analyzed articles about contact center trends in 2017 from each of them, and here are the trends most experts agreed on: Omnichannel. of companies.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

ShepHyken

JUNE 2, 2017

Below are a few great examples of organizations that have completely re-architected the way they think about and interact with customers – and produced a sustainable ROI as a result: The Royal Bank of Scotland integrated their customer data into an always-on customer brain (video).

Wireless 189

Wireless Banking Analytics Call Center 189

Natalie Petouhof

MARCH 6, 2017

Prior to joining YouTube in February 2014, Wojcicki was senior vice president of advertising and commerce at Google, where she oversaw the design and engineering of AdWords, AdSense, DoubleClick and Google Analytics. He is also a vice chair of the corporate fund board of the Kennedy Center in Washington, D.C. DrNatalie.

Finance 40

Finance Engineering Advertising Entertainment 40

Pointillist

NOVEMBER 11, 2019

Measure First Call/Contact Resolution with Journey Analytics As customers increasingly interact with businesses across multiple channels, organizations are shifting to measuring First Contact Resolution instead of First Call Resolution. To resolve this late fee, the customers reach out to the bank. How many customers took that path?

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. Dennis Wakabayashi.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Eptica

MARCH 21, 2019

In this study, we focused on fashion, food and drink, travel, insurance and banking brands. 69% of questions across all channels now receive a satisfactory response, up from 59% in 2017. Resources are stretched The overall number of queries answered is higher than in the 2017 study.

Multichannel 80

Multichannel Banking Self service Surveys 80

Enghouse Interactive

JUNE 26, 2018

According to Forrester’s The US Banking Customer Experience Index, 2017 , the top emotions that drive loyalty for direct banks and credit unions are feeling appreciated, confident and valued, and the impact of these positive motions is significant – among customers who feel valued, 90% will advocated for the brand. Author E.M.

Banking 40

Banking Contact Center Call Center Surveys 40

Netomi

FEBRUARY 28, 2022

We] combine this qualitative understanding with insights from the analytics team and work with product teams and engineering to design the best solutions, improve processes, and prevent issues,” she said. She has previously held marketing and CX roles across various industries, including life insurance, banking and hospitality. .

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

SmartKarrot

JANUARY 25, 2022

It provides its customers with many useful features, like mobile analytics, fraud prevention, audience builder, marketing automation products, cyber security, and anti-hacking solution. Mambu is a SaaS cloud banking platform. The company provides its services to top financial brands and banks worldwide. Wandelbots.

SaaS 10

SaaS Banking Marketing Chatbots 10

Help Scout

JUNE 22, 2021

72% of companies believe they can use analytics reports to improve the customer experience. Back in the 1960s , when call banks first came about, customers started getting comfortable with having a direct line to support. consumers contacted customer service in 2017. Bain & Company ). Harvard Business Review ). Deloitte ).

Customer Service 128

Customer Service Personalization Self service Marketing 128

SmartKarrot

FEBRUARY 3, 2022

Its main goal is to assist businesses in managing their financial routines and optimizing procedures such as accounting, stock, banking, and electronic invoicing, among other things. Founded in: 2017. The company’s product SIMM, a sophisticated market data analytics platform, allows it to deliver accurate insights.

SaaS 10

SaaS Real estate Construction Transportation 10