Data Analytics: The Next Step for Regional Banks?

Revation Systems

Data analytics is a key component of many organizations’ strategy to improving customer service and internal processes and making decisions based on facts rather than instinct. So what is data analytics? Personalized Bank Offerings. Strengthened Member-Bank Relationships.

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.

Banking Strategies: A guide to effective fintech in 2019

Noble Systems

In the current issue of Banking Strategies, published by the Bank Administration Institute, Noble Systems Vice President of Marketing, Lee Allum, explores how banks and other financial institutions are using “Fintech” – the commonly used nickname for financial technology.

Banking Strategies: A guide to effective fintech in 2019

Noble Systems

In the current issue of Banking Strategies, published by the Bank Administration Institute, Noble Systems Vice President of Marketing, Lee Allum, explores how banks and other financial institutions are using “Fintech” – the commonly used nickname for financial technology.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

engagement hub which consolidates omnichannel interactions, knowledge, AI, analytics, and administration into one platform. go off-script on its own, but analytics will highlight to the business. eGain AI clients guide Global bank uses eGain’s patented AI reasoning technology to.

How LinkLive Has Disrupted Banking

Revation Systems

From an influx of new players such as Apple and Google, to changing customer mindsets and expectations, the competitive stakes for regional banks in the U.S. In this environment, integration is key to providing value for regional banks — an analysis from which LinkLive was originally launched.

The Critical Role of Bank Contact Centers

Monet Software

Depending on your age, you may remember a time when banks competed more aggressively against each other for business. There were many more state and local bank branches back then, each offering different checking and savings account products to entice customers.

Automation in Bank Surveillance and Fraud

Verint

It is an evolving process that adapts as technology develops; it started with data and application integration, moved to rules-based process automation, and now has manifested into analytic insights that drive actions and tasks. The term is defined as the use of artificial intelligence (AI) and analytics to automate functions previously performed by humans. Learn how Verint can help your bank automate its security and investigative functions.

Digital Transformation in Retail Banks: Potential Impact on Brand Equity, Customers, and Employees

Beyond Philosophy

It is having most impact, and will likely continue to do so, in traditional industries such as retail banking. Digital innovation in banking can be seen in the transformative way people transact and organize their finances. Michael Lowenstein, Ph.D.,

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.

Digital Banking Success Begins with Customer Experience

Enghouse Interactive

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.

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!

How Big Data Analytics Is Gold for Call Centers?

Etech GS

Text data analytics : Call center is something of a misnomer as consumers now interact with companies via social media, email, messaging apps, and more. Text analytics programs can evaluate all those forms of communication, looking for themes and potential issues.

Australian Banking and Financial Institutions Need a Seismic Shift in Culture

Noble Systems

In light of recent news from the royal commission exposing misconduct by Australian banking and financial institutions, businesses in the financial sector should consider taking a look at their internal sales practices and potentially recalibrating their corporate culture.

Top 3 Reasons Why You Need Customer Interaction Analytics

Aria Solutions

Once you get to a phase when you no longer have data silos across business systems, it is important to start looking for a good operational, employee, and customer interaction analytics application. Such customer interaction analytics applications cannot be underestimated.

Top 3 Reasons Why You Need Customer Interaction Analytics

Aria Solutions

Once you get to a phase when you no longer have data silos across business systems, it is important to start looking for a good operational, employee, and customer interaction analytics application. Such customer interaction analytics applications cannot be underestimated.

Banks: Fighting Fraud and Monitoring Closely—Is It All Cyber-Secure?

Verint

We know by now that for banking and financial organizations to identify security threats and vulnerabilities, mitigate risk, ensure operational compliance, and combat fraud, a comprehensive and innovative security approach is necessary. With today's evolving risk landscape, and the increasing complexity and severity of cyber threats, emerging technologies, strong internal policies, and advanced analytics must be used to protect customers, staff and assets.

Firstsource Leverages Analytics to Set New Benchmarks

Verint

In a recent ETCIO.com article , Firstsource’s Aparajita Gupta, senior vice president, digital support and analytics, describes how using Verint Speech and Text Analytics helped the India-based business process outsourcer analyze huge volumes of data and—importantly for its customers—find root causes to a variety of challenges.

A 5-Step Introduction to Journey Analytics

Clarabridge

Journey analytics allows you to take advantage of quantitative and qualitative insights gathered from across the business and infuse them into a journey-based view for more credible, data-driven decision-making. Here is a high-level guide to embarking on journey analytics.

Journey Analytics: The Key to Your Customer Journey Map

Clarabridge

To truly unlock the potential of a customer journey map, you need to understand the role of journey analytics. For example, a bank might create a map showing the steps to set up a new account. That’s where journey analytics comes in.

Three Contact Center Service Questions That Can Be Answered With Desktop Analytics

Monet Software

For improved insight into every interaction between a contact center agent and a customer, it’s hard to beat desktop analytics (DA). Answers to all of them can be better achieved with desktop analytics. Where speech analytics is primarily customer-focused, desktop analytics delivers insight on your agents and your processes. One more question: Are you Ready for Desktop Analytics? . Analytics Blog

ConcentrixCX: What If You Had CX Superpowers?

Concentrix

Automotive Analytics Banking Videos Consumer Electronics Energy & Public Sector Healthcare Insurance Media & Comms Retail & e-Commerce Resources Technology Travel VideoGet the power! Turn your team into CX superheroes and change the way customers think about your brand.

Everything You Need to Know about Text Analytics

Lumoa

Instead it is the unstructured nature of the data which makes it challenging to tackle with any traditional means of analytics. This situation is where automated text analytics is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic.

The Market for Speech Analytics Will Grow 30% in India

Verint

I recently spoke with Dataquest India about the growth rate for speech analytics there—I would estimate it’s at least 30% if not higher. and other clients to provide speech analytics insights—but also local players such as the large banks and telecoms.

How Improving Mobile Banking Experience Can Translate to the Rest of the Business

ForeSee

The post How Improving Mobile Banking Experience Can Translate to the Rest of the Business appeared first on ForeSee. Customer Experience Analytics Events Financial Services MobileIn 1877, the Bell Telephone Company made telephones commercially available for the first time.

The Bank Branch Digital Transformation Trifecta

Avaya

So, how will the bank branch be impacted? We have an idea of where bank branch digital transformation is headed…. In 2016, Ernst & Young introduced its Banking Relevance Index (BRI), designed to measure the importance of traditional banks to customers’ lives.

How to Successfully Implement Customer Journey Analytics

Pointillist

By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start.

How to Calculate NPS More Effectively Using Journey Analytics

Pointillist

Customer journey analytics can solve this mystery by calculating and analyzing NPS within the context of millions of unique customer journeys to reveal the customer behaviors that most impact your Net Promoter Score. Banking Customer Experience Index 2018 Report. By Swati Sahai.

AI will shape the future of digital banking

Aspect

With the commoditization of banking services, the biggest differentiator for banks today is customer experience. Customers are far more likely to choose a bank based on factors such as the ease of navigation or quality of issue resolution; rather than on the actual offerings. This creates a challenge for the banking industry that is already in a state of flux and is grappling with the rise of more tech-savvy & “born in the cloud” banks.

Guest Blog: How Live Chat Can Improve Conversion Rate For Your Business

ShepHyken

And repeat customers means repeat sales, which is success you can take to the bank. You can use your trusty analytics reports to see which is most effective. Track Analytics. Do you think they’re resistant to using analytics with their live chat software to track progress?

How to Successfully Implement Customer Journey Analytics – Part 2

Pointillist

Customer journey analytics is a whole new approach to analytics that involves having a journey-based mindset and being customer-obsessed. In this two-part blog series, my intention has been to help you create a successful customer journey analytics implementation plan.

Journey Analytics: The Key to Your Customer Journey Map

Clarabridge

To truly unlock the potential of a customer journey map, you need to understand the role of journey analytics. For example, a bank might create a map showing the steps to set up a new account. That’s where journey analytics comes in.

ConcentrixCX: What If You Had CX Superpowers?

Concentrix

Automotive Analytics Banking Videos Consumer Electronics Energy & Public Sector Healthcare Insurance Media & Comms Retail & e-Commerce Resources Technology Travel VideoGet the power! Turn your team into CX superheroes and change the way customers think about your brand.

5 Essential Steps to Find Upsell and Cross-Sell Opportunities With Journey Analytics

Pointillist

5 steps to find better upsell and cross-sell opportunities using journey analytics. A common example in retail banking is when your bank offers you a credit card after you open a new savings account. Use Predictive Analytics to Provide New Product Recommendations.

Demonstrating Customer Engagement Success through ROI Models

Verint

The organization leveraged desktop and process analytics and workforce management for back-office operations and improved efficiency by 10% in 18 months. Analytics powers $1M in savings for a leading retail bank. A global provider of business process management (BPM) services leveraged multi-channel insights to drive an 18% reduction in cost-to-serve for a savings of more than $1 million per year for a leading retail bank.

VOC: The Action Gap

Concentrix

Automotive Analytics Thought Leadership Banking Consumer Electronics Energy & Public Sector Healthcare Insurance Media & Comms Retail & e-Commerce Resources Technology TravelLearn how to close the Action Gap and get a better return on your VOC investment.

Avoid fines for compliance failure with speech analytics

Tethr

Recently, it was announced that Bank of America Corp.’s Leading organizations are leveraging AI-POWERED SPEECH ANALYTICS to “listen” to 100% of their calls, spotting exactly when and where prohibited language or techniques are being used or when required disclosures are not used in a transactional conversation. AI-POWERED SPEECH ANALYTICS is the break-through that compliance leaders have been looking for. s MERRILL LYNCH UNIT HAD AGREED TO PAY $15.7

QPC & Call Journey partner up to transform contact centers with AI-Powered Conversation Analytics

Call Journey

Call Journey, a pioneer of Conversation Analytics, has partnered up with QPC, a leading innovator of contact center solutions. QPC’s twenty-year experience of being at the forefront of contact center innovations and Call Journey’s market-leading conversation analytics technology will enable organizations to transform agent-customer interactions, drive customer satisfaction, and strengthen risk and compliance frameworks. “We

VOC: The Action Gap

Concentrix

Automotive Analytics Thought Leadership Banking Consumer Electronics Energy & Public Sector Healthcare Insurance Media & Comms Retail & e-Commerce Resources Technology TravelLearn how to close the Action Gap and get a better return on your VOC investment. The post VOC: The Action Gap appeared first on Concentrix.

Lumoa raises €650 000 seed funding to take AI-powered customer experience analytics to the new markets

Lumoa

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. Leading companies in healthcare, telecommunications and banking across Nordics already benefit from real time Net Promoter Score (NPS) analytics that can handle feedback in all major languages. The global customer journey analytics market size will reach $12.22