Virtual Agents in 2020: Usage Spikes and the Banking Sector

Creative Virtual

By 12 April 2020, those virtual agents had reached nearly 50% of the total traffic they had recorded for all of 2019 despite being only about a quarter of the way through the year. The post Virtual Agents in 2020: Usage Spikes and the Banking Sector appeared first on Creative Virtual.

How to reframe the banking experience: Defining the new norm for banking contact centers

Talkdesk

The reimagining of business places the customer at its forefront and affects every aspect of the banking industry — from human resources and security to sales and marketing. Integrating with the next wave of banking technology.

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2020: The Year of Digital-Only Banking?

Revation Systems

As technology continues to impact the banking industry today, a shift is beginning to occur in consumer behavior. This statistic is indicative of the sheer strength that digital banking has today – especially for the younger generations of consumers like Millennials and Gen Z.

Get Your Bank Ready to Measure CX in 2020

PeopleMetrics

2020 is here, and this year, many of our banking clients have made measuring and improving customer experience a strategic priority. No matter where you fall on that spectrum, here are 3 things to consider as you're thinking about your bank’s 2020 CX program: 1. But while NPS is a strong measure of the overall relationship a customer has with their bank; it is not the best metric to measure the transactional experience. Ready to hit your CX goals in 2020?

Everyone Is Accountable and Responsible for a Great Customer Experience!

Speaker: Bryan Horn, Founder, CS Solutions

If you've ever called a bank, cable company, or organization that thinks it's "too big to fail", you've probably run the customer service gauntlet: you start off with a seemingly simple request, and you call the customer service line. Once the general service rep hands you off, you're transferred to every department known to man. Further and further down the rabbit hole you fall, and each time you're transferred, the waiting room music plays longer and longer, and the person at the end of the line knows less and less about you and your problems. After the call, you've probably popped a blood vessel. Join Bryan Horn, author of The Customer Service Revolution and founder of CS Solutions, and learn how to master the warm handoff. Bryan will teach how to develop a culture of accountability so that all members of the organization are equipped to handle customer concerns and offer quick resolutions.

Preventing fraud and safeguarding critical assets – with password-free banking

Nuance

Spain’s EVO Banco just became the first bank in Spain to leverage Nuance’s AI-powered biometrics technology for authenticating customers, eliminating passwords and PIN codes for mobile banking.

Video Banking to Perpetuate Post Pandemic

Revation Systems

You’re on Camera: Why Video Banking Will Continue to Enhance the Customer Journey Beyond the Pandemic. It’s been well documented that banking is one industry where customer experience offers enormous scope for differentiation. Complex Matters Require Video Banking Technology.

Banking CX Is in Flux—New Report Has Data and Guidance for Banks

ForeSee

Verint Experience Index reveals customer needs and bank satisfaction rankings before and during COVID-19 We surveyed more than 7,500 banking customers—in two waves, before and during social distancing guidelines—to understand. Banking CX Best Practices CX Strategy Research & CX Data

5 Banking Customer Experience Predictions for 2020

CSM Magazine

John Ing, Principal Operations Lead for CX at ECS shares his CX Predictions for the banking industry in 2020. The death of voice as a contact channel for banking customers has been over-hyped. A single customer view has been the banking industry’s goal for 30 years.

Improve customer service without breaking the bank

TELUS International

CX Best Practices

Unlocking digital banking audience opportunities

Hero Digital

When it comes to banking, certain technologies, like mobile banking and contactless payment, have been on the cusp of breaking through for some time. Digital banking audience segments. The post Unlocking digital banking audience opportunities appeared first on Hero Digital.

Making Customer Experience Fun! The Budapest Bank CX Crossword Puzzle

ijgolding

This is a post about customer experience (CX) transformation – about the incredible work being done by a bank in Eastern Europe in their quest to become sustainably customer centric. Budapest Bank had actually started its customer experience program at the end 2015. The main objective was – by placing the CX mission in the centre of the banks thinking – to help customers to concentrate on and realise the most important things in their lives.

Unlocking digital banking audience opportunities

Hero Digital

When it comes to banking, certain technologies, like mobile banking and contactless payment, have been on the cusp of breaking through for some time. Digital banking audience segments. The post Unlocking digital banking audience opportunities appeared first on Hero Digital. In a general sense, ‘digital transformation’ could be described as transitioning customers who do not use digital technologies into those who do.

What Can Retail Banks Learn from COVID-19?

LiveVox

What Can Retail Banks Learn from COVID-19? As an essential and stabilizing force in our economy, retail banks have a big role to play in sustaining our new normal. The post What Can Retail Banks Learn from COVID-19? Retail BanksHowever, the industry is undergoing some big shifts of its own. The repercussions of nationwide shelter in place orders will undoubtedly have lasting effects on retail. appeared first on Livevox.

5 Top Customer Service Articles For the Week of May 18, 2020

ShepHyken

9 Easy Ways to Build Customer Loyalty Without Breaking the Bank by Toby Nwazor. The post 5 Top Customer Service Articles For the Week of May 18, 2020 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Loyalty Is Flat. What Should Your CX Strategy Look Like Now?

How to Reward your Virtual Event Attendees Without Breaking the Bank

Influitive

The post How to Reward your Virtual Event Attendees Without Breaking the Bank appeared first on Influitive. Think back to the last in-person event you attended.

Video KYC for Banks: Step Towards the New Way of Customer Onboarding

Ameyo

Banks have had a reputation for being one of the early adopters of change – especially when it’s about improving the customer experience and making their lives easier. Video KYC Banking industry BFSI video kyc Video KYC for Banks video kyc software video kyc solution

Commerce with a Conscience: Ethical & Sustainable Banking with Lynn Marie Auzenne

LiveVox

Learn about the pioneers ushering in a new wave of banking that’s sustainably focused and community conscious. As the CMO of Beneficial State Bank, she’s focused on giving her customers great service and the opportunity to […].

The 6 Customer Experience Rules Banking Leaders Follow… That Any Business Can Learn From

McorpCX

From national, regional, and community banks to Credit Unions and “non-banks,” there’s no shortage of choices. No matter who you are or what your financial needs are—consumers and businesses alike—you need an institution to help you manage your money.

Customer Service Fact #1 – Tip #17

Steve DiGioia

He signs our paycheck, yes, but it’s drawn on the “bank of the customer”. Tips on Thursday "customer service statistics" bank of the customer Customer Service Fact #1 customer service plan customer service quotes

VISION 2020

DMG Consulting

VISION 2020. In 2020 we’re going to see new and continued investments that will finally allow companies to decrease the number of live agent resources needed in contact centers, which is the number-one goal for these people-intensive organizations. 2/27/2020. By Donna Fluss. View this document on the publisher’s website. We’ve entered the new decade with great momentum in technological innovation.

Opentalk 2020 goes vertical

Talkdesk

They are all featured presenters at Opentalk® 2020 , the premier customer experience (CX) event of the year! Opentalk 2020 is the perfect opportunity for you to share information with your peers! Join these industry experts and thousands more at Opentalk 2020!

50+ Customer Engagement Statistics for 2020

ProProfs Chat

Customer Engagement Statistics 2020 Explained. Retail banking customers who are fully engaged bring 37% more annual revenue to their primary bank than actively disengaged customers. The post 50+ Customer Engagement Statistics for 2020 appeared first on ProProfs Learning.

B2B 108

U.S. Bank Fires Employee for Helping Customer on Christmas Eve

Kristina Evey

US Bank fired a customer for doing … Read More U.S. Bank Fires Employee for Helping Customer on Christmas Eve. Bank Fires Employee for Helping Customer on Christmas Eve appeared first on Kristina Evey. I just read a New York Times article that just has me seething.

How Retail Banks Must Adapt During and After COVID-19

inmoment

The Coronavirus pandemic has left no industry unscathed, especially retail banking. As we outline in our recent white paper on this subject, Five Predictions About The Future of Retail Banking , retail banking brands can achieve this goal by asking the right questions.

How Banks and Financial Sector can Benefit from WhatsApp Business

Ameyo

Well, the cherry on top is that now WhatsApp … How Banks and Financial Sector can Benefit from WhatsApp Business Read More » The post How Banks and Financial Sector can Benefit from WhatsApp Business appeared first on Ameyo. WhatsApp WhatsApp for Business BFSI customer service WhatsApp Business API WhatsApp for Banks WhatsApp for Customer ServiceI am sure you are no stranger to the WhatsApp messaging platform.

How Banks and Financial Sector can Benefit from WhatsApp Business

Ameyo

Well, the cherry on top is that now WhatsApp … How Banks and Financial Sector can Benefit from WhatsApp Business Read More » The post How Banks and Financial Sector can Benefit from WhatsApp Business appeared first on Ameyo. WhatsApp WhatsApp for Business BFSI customer service WhatsApp Business API WhatsApp for Banks WhatsApp for Customer ServiceI am sure you are no stranger to the WhatsApp messaging platform.

The moment of reinvention for the bank branch

Hero Digital

From the rise of mobile banking and payments to a surge of FinTech entrants , “digital transformation” in retail banking has been a long time coming. Marketers had already been trying to understand the role of the bank branch in this new, heavily digital future. One that meets the needs and expectations of those who have traditionally preferred in-person banking while at the same time providing benefits like brand affinity that are generally built in branches.

The Top Customer Service Conferences to Attend in 2020

Fonolo

Wondering what customer service or contact center conference to attend in 2020? Simply click on any conference to be taken to the details, or scroll on to see the full list in detail: Customer Service and Contact Center Conferences 2020: Customer Contact Week, Nashville.

21st Century Banking: Where we’re going, we don’t need branches

Hero Digital

And now that customers have made the transition, many say they may never visit a bank branch again. If we project this trend forward into the future, banks will need to find new ways to remain relevant to their customers, even as customers come to believe they need banks less. The savviest banks will use this unexpected slowdown to pivot toward strategies and services that will offer value to their customers as the strains of the pandemic begin to ease.

The moment of reinvention for the bank branch

Hero Digital

From the rise of mobile banking and payments to a surge of FinTech entrants , “digital transformation” in retail banking has been a long time coming. Marketers had already been trying to understand the role of the bank branch in this new, heavily digital future.

Why You Need a Conversation-Based Banking Strategy & How to Create One

LiveVox

The post Why You Need a Conversation-Based Banking Strategy & How to Create One appeared first on Livevox. Conversation-Based Banking StrategyTREND: Conversation-based Engagement Strategies in Financial Services & How to Create Them The Exponential Growth of Messaging & What It Means for Financial Services Conversational messaging has taken off in part due to recent shifts in mobile usage habits.

21st Century Banking: Where we’re going, we don’t need branches

Hero Digital

And now that customers have made the transition, many say they may never visit a bank branch again. If we project this trend forward into the future, banks will need to find new ways to remain relevant to their customers, even as customers come to believe they need banks less.

The Bank Executive’s Agenda: Differentiating Their Bank in a “Me-Too” Marketplace

Integrity Solutions

In a complex, highly competitive marketplace, bank leaders and managers who make it a priority to create a culture that is built around understanding what the customer needs and values—and the mindset necessary to deliver on it—will have the advantage. Leaders at top-performing banks know that being able to win new customers and retain profitable relationships is essential to growing market share and increasing shareholder value.

Vision 2020

DMG Consulting

Vision 2020. In the year 2020, we’re going to see new and continued investments that will finally allow companies to decrease the number of live agent resources needed in contact centers, the number-one goal for these people-intensive organizations. We enter the new decade with great momentum in technological innovation.

4 Things Banking Contact Centers Can Do Now to Optimize Their Workforce

pindrop

Consider this, from 2010 to 2019, the number of full-service bank branches fell by 12% , dropping from 95,000 to around 83,000. Meanwhile, bank closures have pushed more customers to turn to online banking out of necessity.

Hero Q&A with a banking CMO: Learning through adaptation

Hero Digital

At a time when COVID-19 is having profound implications on all aspects of daily life for people around the world, banks and credit unions, as front-line keepers of financial systems for consumers and small businesses, have a crucial role in ensuring the continued functioning of society. While there has been a shift to digital in banking over the past several years, banks suddenly have to find ways to manage customer interactions differently, not as a nice-to-have but as the go-to strategy.

Are banks building trust through customer service excellence?

Eptica

Date: Wednesday, May 6, 2020 Author: Pauline Ashenden - Demand Generation Manager Are banks building trust through customer service excellence? Published on: May 06, 2020. Author: Pauline Ashenden - Demand Generation Manager The coronavirus pandemic is actually accelerating digital transformation in many verticals, and banking is a prime example. In the 2019 study, three banks offered email, but none responded to emails successfully.

COVID-19 Guidance for Banks: Optimizing Performance in Today’s New Environment Featuring FNBO

LiveVox

COVID-19 Guidance for Banks: Optimizing Performance in Today’s New Environment Featuring FNBO LiveVox teamed up with The Consumer Bankers Association last week for a lively discussion about how First National Bank of Omaha (FNBO) has established secure work from home connectivity and data flows. The post COVID-19 Guidance for Banks: Optimizing Performance in Today’s New Environment Featuring FNBO appeared first on Livevox.

AI’s Impact on Banking: 5 Takeaways from the World AI North Americas Summit

Nuance

Along with leaders from Scotiabank, Grupo Financiero Banorte, Deloitte Canada, and FundThrough, I recently joined a panel on AI in Banking at the World AI Americas virtual summit. Here are 5 takeaways: COVID-19 will accelerate AI in banking. The post AI’s Impact on Banking: 5 Takeaways from the World AI North Americas Summit appeared first on What’s next. Enterprise AI banking biometrics World AI North Americas Summit