ShepHyken

NOVEMBER 14, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. It was fairly one-dimensional, easily addressed with physical phone banks and basic staff management processes. It’s a video.

Customer Service 173

Customer Service Banking Customer effort Marketing 173

Eptica

APRIL 11, 2022

Date: Monday, April 11, 2022 Author: Pauline Ashenden - Demand Generation Manager How are banks meeting changing customer service needs? How are banks and other financial services businesses responding? We analyse the latest research from ContactBabel to explain the current state of banking customer service.

Banking 120

Banking Customer Service Marketing Customer Experience 120

Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. Keeping up with the latest trends can help you understand the impact that these tendencies have on your banking customer experience. Let’s take a look at the trends that will shape the customer journey in banking in 2023 and beyond.

Banking 94

Banking Customer Experience Big data Chatbots 94

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: About a month ago I included an article about Sweetwater as part of the Top Five Roundup. This company is on my radar.

Customer Service 156

Customer Service Entertainment Banking Marketing 156

ShepHyken

MAY 18, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. That’s exactly what this article is about. 9 Easy Ways to Build Customer Loyalty Without Breaking the Bank by Toby Nwazor.

Customer Service 231

Customer Service Customer retention Banking Customer Support 231

ShepHyken

FEBRUARY 26, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Let’s kick off this week’s Top Five roundup with an article focused on the customer support center.

Customer Service 156

Customer Service Call Center Customer retention Banking 156

Beyond Philosophy

SEPTEMBER 11, 2014

Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. That is to say, Amazon has it—and Bank of America doesn’t. How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8 Billion last year.

Banking 347

Banking Employee engagement Customer centricity Consulting 347

LiveVox

OCTOBER 31, 2023

Financial services technology has become a beacon of innovation, revolutionizing how banks engage with their customers. In this article, we’ll explore how these tech-forward strides are reshaping the financial industry, leading to enhanced customer experiences and unprecedented growth.

Banking 52

Banking Technology Customer Experience 52

PeopleMetrics

NOVEMBER 1, 2022

Creating a positive customer experience (CX) is for all types of businesses, including essential services like banking. By contrast, that same customer does all of their banking online, and since they’re visiting that website over and over again, they’re much less likely to let it slide. What do customers expect from banks?

Banking 62

Banking Customer Experience Chatbots Accountability 62

Beyond Philosophy

MARCH 31, 2015

Both quotes seem to apply to what is currently transpiring with retail branch banking, and where it seems to be trending. Banks can’t quite make up their minds about what branches are supposed to be. The largest banks appear to be all about building branch relationships through technology. Are they both? Are they neither?

Banking 311

Banking Airlines Self service Finance 311

ShepHyken

JULY 20, 2022

This was my big takeaway as I listened to supermodel, talk show host, producer, writer, actress, and entrepreneur Tyra Banks share her life story at CCW (Contact Center Week), the industry’s largest conference and trade show of its kind. I wrote about this once before, almost four years ago, in an article titled Be Different.

Banking 342

Banking Contact Center Customer Service Customer Experience 342

CSM Magazine

DECEMBER 29, 2022

Many businesses rely on their banks for essential financial services, so it’s important that banks provide high-quality customer service. Here are 10 ways to improve business banking customer service and keep your customers happy. Get to know your customers by name and take an interest in their business.

Banking 52

Banking Customer Service Feedback Finance 52

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. This blog is based on an article originally contributed to CU Today.

Employee engagement 79

Employee engagement Banking Coaching Personalization 79

Merchants

AUGUST 5, 2022

The technological changes in banking over last decade have been life changing as - driven by a technological revolution in customer experience - banking has gone (mainly) digital. The post Digital banks still need human interaction appeared first on Business Process Outsourcing Services | Merchants CX SA.

Banking 52

Banking Business Process Outsourcing outsourcing Technology 52

CSM Magazine

JULY 13, 2022

When it comes to money, it’s responsible to make informed choices regarding who you do business with, especially in banking. Consumers deserve a bank that offers competitive rates, innovative financial products, and quality services. Unfortunately, the relationship between banks and consumers varies. Fee-Free Banking.

Banking 59

Banking Customer Service APIs Finance 59

ShepHyken

JUNE 20, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. My Comment: This article features some of the brilliance of Jeanne Bliss, a rock star in the customer experience world. Great article! by Kushal Dev.

Customer Service 195

Customer Service Customer centricity Chatbots Airlines 195

Kristina Evey

FEBRUARY 6, 2020

I just read a New York Times article that just has me seething. 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. The post U.S.

Banking 62

Banking 62

Merchants

AUGUST 7, 2022

The post SA banks missing opportunity in cryptocurrency appeared first on Business Process Outsourcing Services | Merchants CX SA. As cryptocurrency gains incredible momentum in South Africa, local financial institutions are being presented with a massive opportunity for growth in this area – as knowledge and trust remains fairly limited.

Banking 52

Banking Business Process Outsourcing outsourcing 52

ShepHyken

JULY 11, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. “Oh This article is not about how a company gives better service with a smile, but how a customer gets better service with a smile. by Ian Golding.

Customer Service 204

Customer Service Entertainment Banking Customer centricity 204

Revation Systems

NOVEMBER 19, 2019

Digital transformation is drastically disrupting the banking industry. As the general population welcomes the plethora of new digital technology with open arms, the banking industry is finding an increasing need to respond to consumer expectations for communication. According to Deloitte , last year banks globally invested $9.7

Banking 54

Banking Personalization Customer Experience Technology 54

Beyond Philosophy

SEPTEMBER 11, 2014

Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. That is to say, Amazon has it—and Bank of America doesn’t. How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8 The Top 10 Companies.

Banking 150

Banking Employee engagement Customer centricity Surveys 150

CSM Magazine

OCTOBER 4, 2022

Across the globe, banks continue to face new challenges. The need to keep customers feeling supported and happy while ensuring they remain loyal remains a constant and critical goal for the banking sector. Average NPS ratings are also lower than pre-pandemic levels with the goodwill afforded to banks during this time ending.

Banking 52

Banking Customer Experience Benchmark Finance 52

COPC

JANUARY 9, 2021

Customer loyalty for banks means big business. How banks handle their customer service journeys plays a big part in driving that loyalty. Read the full article on Customer Think. The post Banking and Customer Loyalty – understanding the relationship with Self Service Technology appeared first on COPC Inc.

Self service 52

Self service Banking Technology Customer Service 52

Merchants

JULY 29, 2022

Our 2022 consumer research found that despite the fact that the majority of South African consumers are banking almost exclusively digitally, they still prefer to deal with call centre agents when they need to contact their bank.

Banking 52

Banking Business Process Outsourcing outsourcing 52

CSM Magazine

JANUARY 10, 2022

Choosing not to could spell extinction for banks. According to a joint research “ Evolve or be extinct ” from Mambu and the Financial Times, 58 % of senior bank executives believe their bank’s operations will cease if they don’t revamp to a consumer-obsessed business model. It’s time for banks to show they care.

Banking 52

Banking Customer centricity Finance Technology 52

Creative Virtual

JULY 10, 2020

There have been lots of discussions, articles and analyst deep dives into companies’ digital transformations being driven or accelerated by the COVID-19 pandemic and the associated shutdowns and mitigation efforts. The post Virtual Agents in 2020: Usage Spikes and the Banking Sector appeared first on Creative Virtual.

Virtual Agent 52

Virtual Agent Banking Self service Government 52

ForeSee

JANUARY 4, 2018

The customer experience (CX) for banking customers is more digitally integrated than ever before, with mobile apps making it easier to do everything from checking your account balance to transferring.

Banking 45

Banking Accountability Customer Experience 45

ShepHyken

OCTOBER 22, 2021

Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing. Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing .

Customer Experience 357

Customer Experience Management Finance Banking 357

ShepHyken

JANUARY 30, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article will explain what ChatGPT is and why it has the opportunity to transform customer experience. Will it take over the world?

Customer Service 59

Customer Service Banking Customer Experience Customer Support 59

Myra Golden Media

DECEMBER 15, 2017

In this article, we’ll look at four things you should consider when it comes to the vacation part of your compensation package. 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.

Banking 299

Banking Accountability Personalization Customer Service 299

ShepHyken

DECEMBER 24, 2021

I don’t know I needed to be compliant: Your bank is not required to ask you to be compliant. Avoid Fines: Banks can fine you $5000 – $100,000 monthly for PCI violations. . For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Debit card data is exempt: Wrong.

Call Center 307

Call Center outsourcing Banking Education 307

TRUSTID

FEBRUARY 1, 2018

According to the recent article, “How to Protect Yourself from Identity Theft,” to mitigate the risk of identity fraud, consumers need to protect their personal data on two fronts: 1) hide it from cyber criminals and 2) protect it as if it’s already in the wrong hands.

Banking 48

Banking Contact Center Engineering Personalization 48

TRUSTID

FEBRUARY 1, 2018

According to the recent article, “How to Protect Yourself from Identity Theft,” to mitigate the risk of identity fraud, consumers need to protect their personal data on two fronts: 1) hide it from cyber criminals and 2) protect it as if it’s already in the wrong hands.

Banking 48

Banking Contact Center Engineering Personalization 48

PeopleMetrics

DECEMBER 12, 2019

As psychologist Tom Muha wrote in an article for The Capital, recent polls show that “only 29% of employees in a typical company are actively engaged in their job.”. 25 staff appreciation and employee recognition ideas that won't break the bank: Arrange for a team to show the fruits of their labor to upper management.

Banking 91

Banking Consulting Consulting Feedback 91

ShepHyken

DECEMBER 16, 2022

This week, we feature an article by Stephen Holliday, CEO and Founder of Level , an on-demand pay platform that helps employees manage their financial well-being. Financial well-being depends on more than just the sum of money that arrives in someone’s bank account each month.

Contact Center 167

Contact Center Banking Education Accountability 167

Lumoa

OCTOBER 20, 2022

This article will explore the key components of customer experience and how you can use them to scale your business. Let’s look at banks. Customers who are highly satisfied with their bank are more likely to get a mortgage, loan, or credit card from that bank.

Customer Experience 122

Customer Experience Banking Customer retention Customer advocacy 122

Eptica

NOVEMBER 24, 2022

Read the full article on our parent company Enghouse Interactive’s site here. How are banks meeting changing customer service needs? Share this page on: Tweet. You might also be interested in these posts: What’s driving customer facing technology investment in local councils? 3 key CX gaps between companies and their customers.

Cloud contact 126

Cloud contact Best practices Banking Technology 126