Happy Customers = Happy Banks

Blueworx

With the increase in technology making competition for customers more fierce than ever, banks have a huge incentive to improve their customer experience. The post Happy Customers = Happy Banks appeared first on Blueworx. Blog AI Banks Customer Experience CX IVR

Big Banks: What Are They Hiding?

Beyond Philosophy

Big banks have proven yet again that they cannot be trusted to do what is best for the consumer. Banking industry lobbyists fought hard for this change and gained significant support. After contacting the bank (or not), most people just drop it. Do you trust your bank?

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Advantages of Banking Virtualization

Revation Systems

While many customers are still most comfortable banking at their local brick-and-mortar branch location, we’d like to think it’s because they enjoy seeing their favorite teller and not because they’re afraid to try online banking. 13 Essential Online-Banking Security Tips.

Top 5 Most Recommended US Banks, Based on Net Promoter Scores®

CustomerGauge

In their past Global Consumer Banking Survey, Ernst & Young (EY) said that opening and closing accounts are more closely tied customer experience than rates, fees or location. The post Top 5 Most Recommended US Banks, Based on Net Promoter Scores® appeared first on CustomerGauge.

5 Top Customer Service Articles For the Week of May 1, 2017

ShepHyken

So when a several big brands in the beverage, transportation, banking and airline industries were suddenly in the global media hot seat, we had a laugh and productive conversations behind the scenes.

What are Bank Contact Centers Doing Right?

NICE inContact

inContact’s research shows that banking was in the highest tier for customer satisfaction with 54% of respondents ranking it for the most satisfied recent interaction. The American Customer Satisfaction Index (ACSI) reported that banking customer satisfaction increased 5.3%

Lose the Customer’s Confidence and You Lose the Customer

ShepHyken

My wife and I were on the phone with our bank. At the end of the “interrogation,” the bank’s rep said he didn’t have what he needed to verify Cindy’s identity, and he was transferring her to another rep. So, what was the cost to the bank?

How Banks are Improving their Complaints Management

Clarabridge

Financial regulatory laws strictly govern the handling of complaints in banks and other financial institutions. The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines. after improving the online banking log-in process.

How Banks are Improving their Complaints Management

Clarabridge

Financial regulatory laws strictly govern the handling of complaints in banks and other financial institutions. The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines. after improving the online banking log-in process.

Four Key Customer-Centric Disciplines for Growth Banks

PeopleMetrics

In directing banks toward continued relevance and future success, banking executives face some tough, complex questions like: How do we avoid commoditization? How do we offer our customers a seamless, easy banking experience? Introduction.

Net Promoter® News: United Airlines, National Australia Bank (NAB), Commonwealth Bank of Australia (CBA)

CustomerGauge

The post Net Promoter® News: United Airlines, National Australia Bank (NAB), Commonwealth Bank of Australia (CBA) appeared first on CustomerGauge.

How CX Influences Retail Banking Loyalty

Clarabridge

Do you feel loyal to your bank? Retail banks score a 53% on the Temkin Loyalty Index, which is near the average for all industries. Temkin research also shows that banks score pretty well on customer experience, too. CX influences retail banking loyalty in several ways.

How CX Influences Retail Banking Loyalty

Clarabridge

Do you feel loyal to your bank? Retail banks score a 53% on the Temkin Loyalty Index, which is near the average for all industries. Temkin research also shows that banks score pretty well on customer experience, too. CX influences retail banking loyalty in several ways.

3 Statistics that Prove Banks Have a Problem

Clarabridge

Banks encounter many of the same problems as other enterprises— customer retention and loyalty, revenue growth, etc. So, what exactly are banks facing today? 22% of customers think banks are all the same. 83% of customers find it easy to switch to a different banking provider.

What leading retail banks must do to maintain high satisfaction

ForeSee

Retail Banking Satisfaction Study (list below) is in order, the challenge for these banks (as well as. The post What leading retail banks must do to maintain high satisfaction appeared first on ForeSee. Financial Services Insights banking JD Power Retail banking retail banksWhile congratulations to those that ranked high in the latest J.D. Power U.S.

Getting retail banking CX right according to industry leaders (webinar)

ForeSee

Today’s banking customers have much different and diverse expectations than ever before, making it difficult to keep up. It’s also perhaps the biggest opportunity yet for retail banks to attract. The post Getting retail banking CX right according to industry leaders (webinar) appeared first on ForeSee. Events Financial Services Banking CX banks Jason Huffman Retail banking Union Bank & Trust webinars

5 fintech trends disrupting retail banking (and how banks can fight back) | The Financial Brand

ForeSee

Pretty much everyone agrees on this: Millennials don’t find traditional banks very appealing. In fact, the vast majority of Milliennials (71%) would prefer to visit the dentist than a bank. The success of fintech startups has been largely drive by their ability to capitalize on Millennials’ dissatisfaction, allowing consumers to sidestep traditional banking providers if/when their expectations aren’t met.

Banking CX: The importance of listening, asking, and listening some more.

ForeSee

For banks, building trust and nurturing innovation are incredibly important, but neither prove profitable without listening and asking. The post Banking CX: The importance of listening, asking, and listening some more. Financial Services Insights banking banks listening and asking retail banksWith that said, it’s also important to understand that listening and asking. appeared first on ForeSee.

3 Statistics that Prove Banks Have a Problem

Clarabridge

Banks encounter many of the same problems as other enterprises— customer retention and loyalty, revenue growth, etc. So, what exactly are banks facing today? 22% of customers think banks are all the same. 83% of customers find it easy to switch to a different banking provider.

Guest Blog: Moving Past The Fairy Tale – 5 Examples of Great Service

ShepHyken

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).

VOC Leaders: How Union Bank and Trust saw immediate benefits from integrating CX intelligence to its process

ForeSee

Jason Huffman is Director of Customer Experience at Union Bank and Trust, the largest bank company in Virginia managing just over $8.5 The post VOC Leaders: How Union Bank and Trust saw immediate benefits from integrating CX intelligence to its process appeared first on ForeSee.

Why winning on customer experience is the best strategy for retail banks (report)

ForeSee

The retail banking industry is racked with challenges as consumers become more digitally demanding and less loyal. The post Why winning on customer experience is the best strategy for retail banks (report) appeared first on ForeSee.

2017 Temkin Trust Ratings, UK: Nationwide, John Lewis, and M&S Food on Top

Customer Experience Matters

This year we’re publishing the 2017 Temkin Trust Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 UK consumers in January 2017 (see full list […]. 2017 UK Temkin Ratings Audi Bank of Scotland BMW John Lewis M&S Food Nationwide Nissan Virgin AtlanticTrust is a critical component of a strong relationship with customers. That’s why Temkin Group has been measuring trust for several years in the U.S.

Countries that approved video identification in banks

RichCall

In this post I’ll try to list the countries allowed their banks to identify clients through video. The technology approved by the Austrian Financial Market Authority (FMA) on 3 January 2017.

Bank Branch Innovation Like Never Before: 5 Brands Redefining Tradition

Avaya

Sources like CNBC and The Telegraph predict that the retail bank branch will die within the next decade. In fact, the market is heading towards bank branch innovation unlike anything we’ve ever seen. There’s no denying that banking is evolving. In Italy, banks like CheBanca!

Trading on trust: 3 ways retail banks can rebuild consumer trust with CX

ForeSee

There is a golden opportunity for banks to gain a major competitive advantage via a dedicated focus on measuring and improving the customer experience (CX). The right mix of technologies and services can help banks pinpoint and prioritize improvements to positively impact trust. The post Trading on trust: 3 ways retail banks can rebuild consumer trust with CX appeared first on ForeSee. Financial Services Insights Bank CX Consumer Trust Ratings and Reviews Retail banking

The future of banking seems bleak. Here are 3 ways to fix it.

ForeSee

The post The future of banking seems bleak. Financial Services Insights banking millennials Retail banking“The Sky is Falling! The Sky is Falling!” These enduring words from Chicken Little have been ingrained in the American psyche since it was first published in 1840.

Top contact center authentication stories of 2017

TRUSTID

Throughout 2017, we’ve discussed many of the top challenges facing contact centers and the authentication industry. This scandal showed why it is important to authenticate banking activities conducted by customers and employees.

TOP 124 Salesforce Influencers of 2017

Mindtouch

Announcing the TOP 124 Salesforce Influencers of 2017 (both listical and digital asset provided below). 2017 Top 124. Salesforce Administrator, Mutual of Omaha Bank — @MistyRaeJones — [link]. The post TOP 124 Salesforce Influencers of 2017 appeared first on MindTouch Blog. Thousands have asked for it, many have tried to get on it, but few have made the final cut. It’s no mystery that the Salesforce ecosystem is not only large, but extremely complex.

4 Things Every Employee Needs to Consider with Vacation Time

Myra Golden Media

Unused Vacation Time Can Be Money In Your Bank Account. So, while it may be tempting to bank up your paid time off for a future payout, it’s a healthy and wise choice to get away from the office regularly. Today I delivered a customer service workshop in Chicago.

What are Bank Contact Centers Doing Right?

NICE inContact

inContact’s research shows that banking was in the highest tier for customer satisfaction with 54% of respondents ranking it for the most satisfied recent interaction. The American Customer Satisfaction Index (ACSI) reported that banking customer satisfaction increased 5.3% Forrester Research, in their annual Customer Experience Index, also finds that banking and credit card companies lead the way in customer experience excellence when compared to other industries.

2017 Temkin Online Ratings (U.S.): USAA, Advantage Rent-A-Car, and Amazon.com On Top

Customer Experience Matters

Temkin Group published the 2017 Temkin Online Ratings. USAA took the top two spots for its banking and insurance businesses, and its credit card business tied for 4th. 2017 Temkin Ratings Customer experience Industry DataBased on a study of 10,000 U.S consumers, the ratings benchmarks the online experience delivered by 282 companies across 20 industries. Advantage Rent-A-Car took third place and Amazon.com tied for 4th.

2017 Temkin Customer Service Ratings: USAA and Mercedes-Benz Are On Top

Customer Experience Matters

Temkin Group announces the release of the 2017 Temkin Customer Service Ratings. Its banking business earned the only […]. 2017 Temkin Ratings customer serviceBased on a study of 10,000 U.S consumers, the ratings benchmarks the customer service of 295 companies across 20 industries. USAA earned the highest score in the Temkin Customer Service Ratings for the fifth year in a row.

How Mobile Banking is Redefining The Customer Relationship

Infinity

The banking industry is far from exempt from new consumer expectations. Banks and other financial institutions are having to adapt at a rapid pace. As a result, mobile banking and other technologies are driving a profound change in banking and the customer relationship.

UK Scores Fall Whilst U.S. Rise – What’s The Problem?

Beyond Philosophy

Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. in 2017. 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. www.warc.com 4 December 2017.

Enterprise Connect 2017: Contact Center Round-up

NICE inContact

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. The post Enterprise Connect 2017: Contact Center Round-up appeared first on inContact Blog.

Contact Center Technologies 2017: find out what 23 experts say

RichCall

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.%). 2017 is going to be the year to introduce Live Visual solutions to your call center. Tweet.

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

And if done through an app (such as the bank’s mobile banking app), the voice recognition can also be tied to the device ID of the user. Most call centers struggle with efficiency at one time or another.

Verint Helps National Bank of Commerce Enhance Branch Surveillance

Verint

For more than 80 years, National Bank of Commerce (NBC) has provided financial services and support to the communities of the “Twin Ports” of Wisconsin and Minnesota. In order to enhance its current network and bring the bank into the next evolution of technology infrastructure, NBC selected Verint’s end-to-end IP video solution—including intelligent edge devices, cameras, analytics and powerful notification and response functionality—across its branch network.

Customer Experience in 2017 – Collaborate, Educate, Simplify and Focus!

ijgolding

When it comes to the world of Customer Experience, business people and Customer Experience Professionals all around the world will be thinking of and dreaming about, a more customer centric 2017. So there you have it – four areas to focus on in 2017. New Years Resolutions.