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

ShepHyken

NOVEMBER 2, 2018

This week we feature an article by Catalin Corzini who shares information about how chatbots can provide a better experience and how to customize the customer journey when using chatbots. – Shep Hyken. In this article, I’ll show you how you can harness the power of chatbots for your enhanced conversion rate optimization.

Chatbots 219

Chatbots Personalization Healthcare Government 219

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. Identifying and communicating the desired culture is only the beginning. Are Disengaged Employees Really A Concern?

Employee engagement 79

Employee engagement Banking Coaching Personalization 79

TRUSTID

JUNE 26, 2019

Our personal information is valuable to us. Collectively, its value should only be if any worth to each person it’s associated with. In the recent article, “Eliminate Outdated Proofing, says GAO,” four out of six government agencies interviewed said they continue to rely on on knowledge-based validation to authenticate customers.

Personalization 78

Personalization Banking Engineering Government 78

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. Use Emojis and Other Tips to Make Customer Service More Personal by Dianna Labrien. My Comment: The title of this article is claiming a “definitive guide.”

Customer Service 195

Customer Service Customer centricity Chatbots Airlines 195

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

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

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

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. Personalize your customer avatars and have your team members learn about them. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Experience 357

Customer Experience Management Finance Banking 357

TRUSTID

JUNE 26, 2019

Our personal information is valuable to us. Collectively, its value should only be if any worth to each person it’s associated with. In the recent article, “Eliminate Outdated Proofing, says GAO,” four out of six government agencies interviewed said they continue to rely on on knowledge-based validation to authenticate customers.

Personalization 49

Personalization Banking Engineering Government 49

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

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

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. Make it personal.

Banking 91

Banking Consulting Consulting Feedback 91

TRUSTID

FEBRUARY 1, 2018

The truth is, consumers never really know when their personal financial details have fallen into the wrong hands. In the end, deploying automated authentication tools that effectively identify customers without relying on what they know is vital for restoring trust in today’s remote banking channels.

Banking 48

Banking Contact Center Engineering Personalization 48

TRUSTID

FEBRUARY 1, 2018

The truth is, consumers never really know when their personal financial details have fallen into the wrong hands. In the end, deploying automated authentication tools that effectively identify customers without relying on what they know is vital for restoring trust in today’s remote banking channels.

Banking 48

Banking Contact Center Engineering Personalization 48

Beyond Philosophy

JULY 13, 2016

What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer. Q: Is Personalization imperative for Customer Experience. Personalization is critical to Customer Experience because of how it makes your customers feel.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

ShepHyken

DECEMBER 25, 2020

This week we feature an article from Pratik Salia , product manager at Knowmax. From customized automobiles to personalized phones to technology that adapts itself according to our choices, personalization seems to be the name of the game. In a world where we are spoilt for choice, a custom made option is the only right option.

Personalization 190

Personalization Banking Self service Technology 190

ShepHyken

MARCH 22, 2019

This week we feature an article by John Boccuzzi Jr. If you had walked into a bank, clothing store or small local grocer 50 years ago, you likely would have found the manager or even the owner greeting you at the door, and the clerks may have called you by name and asked after your spouse and children. Shep Hyken. John Boccuzzi Jr.

Customer Experience 267

Customer Experience Banking Technology Consulting 267

TRUSTID

APRIL 7, 2019

These scams are largely driven by personally identifiable information (PII) that’s readily available over the internet or stolen during data breaches. All of these terms boil down to a fraud actor who purchased or directly stole the personally identifiable information of a consumer to gain access to valuable financial accounts.”.

Accountability 48

Accountability Personalization Engineering Call Center 48

Beyond Philosophy

AUGUST 9, 2017

And if the employee that handles the interaction is more engaging and personable, then, what’s there to get your knickers in a twist about? do not have a bank account at an insured institution (unbanked), which translates to about nine million households. Per the CBS New story, at least in the U.S., households, around 24.5

Banking 0

Banking Coaching Surveys Employee engagement 0

TRUSTID

APRIL 10, 2019

These scams are largely driven by personal identifiable information (PII) that’s readily available over the internet or stolen during data breaches. All of these terms boil down to a fraud actor who purchased or directly stole the personally identifiable information of a consumer to gain access to valuable financial accounts.”.

Accountability 48

Accountability Personalization Call Center Engineering 48

ShepHyken

JUNE 28, 2019

This week we feature an article by Chris Connolly that discusses h ow assistive AI blends with human-only qualities to create a new category of “superagents.”. Yet bank employees did not disappear with the advent of the ATM. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Contact Center 275

Contact Center Self service Banking Airlines 275

ShepHyken

MARCH 20, 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. Did ATMs replace bank tellers? (No My Comment: This is an excellent article (the first of three in a series) on personalization.

Journey mapping 31

Journey mapping Agent burnout Customer Service Airlines 31

TeamSupport

JANUARY 4, 2019

Of everything a business-to-business (B2B) company must be great at in order to grow, delivering personalized customer support at scale needs to be a priority. Making customer support personalized, then continually improving upon the experience is what truly shows your customers that they are a top priority for you. You know this.

B2B 56

B2B Personalization Customer Support B2C 56

Callminer

FEBRUARY 26, 2019

I was prompted by a BBC.com articled entitled ‘ Which banks do customers love or hate? ’ to think about the impact of a call center on the emotional divide the article highlights. It revealed that the switching epidemic is getting worse and that banks have the 6 th highest switching rates out of all sectors.

Call Center 159

Call Center Banking Best practices Surveys 159

ShepHyken

AUGUST 12, 2022

This week we feature an article by Soumya Juttukonda, a content developer & digital media strategist at Knowmax , an AI enterprise knowledge base solution to enhance customer service. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Support 173

Customer Support Self service Journey mapping Wait times 173

Toister Performance Solutions

SEPTEMBER 3, 2020

That's been a challenge for customer service employees in restaurants, retail stores, and other places that serve customers in-person. The term, credited to Tyra Banks, means smile with your eyes. Here's why the eyes matter, a quick explanation from Banks on how to smize, and a little background on why the smile is so important.

Banking 121

Banking Advertising Personalization Customer Service 121

CX Accelerator

JANUARY 11, 2021

In this article, I’ll share some of the words from members of our community as a way of celebrating his life. As a writing teacher and literary magazine-type person, I loved this. Shep Hyken spoke of many amazing things Tony did: "Tony Hsieh put his personal stamp on Zappos and that continued long after Amazon acquired them.

Customer centricity 266

Customer centricity Banking Education Contact Center 266

ShepHyken

AUGUST 10, 2018

This week we feature an article by Jarrin Howard who writes about how predictive analytics can enhance customer relations. – Shep Hyken. It applies to various fields such as banking and travel, with customer relations at the forefront, putting Predictive Customer Analytics (PCA) in a field of its own. Personalizing Content.

Analytics 168

Analytics Upselling Banking CRM 168

Myra Golden Media

DECEMBER 15, 2019

The bank didn’t transfer the money for the purchase of our new home. By the way, after the first of the year, we found that the bank account number for the wire transfer was incorrect. Will you tweet this article for me? My husband and I were sitting at the big boardroom table at the closing office. I got the Office Manager.

Banking 207

Banking Accountability Management Customer Service 207

TRUSTID

JANUARY 22, 2013

Along with providing faster and more convenient ways to bank, financial institutions are constantly challenged with making sure all of their customer channels are protected. Today, it’s too easy for criminals to steal anyone’s personally identifiable information (PII) from social media websites.

Banking 48

Banking Sales Call Center Contact Center 48

CSM Magazine

NOVEMBER 22, 2023

In this article, we will delve deeper into the multifaceted role of Paysafe cards in businesses, exploring how they enhance accessibility, security, and international expansion while redefining the way companies engage with a diverse customer base. One innovative solution that has gained significant traction is Paysafe cards.

Banking 52

Banking Accountability Technology Personalization 52

TRUSTID

DECEMBER 18, 2012

Without it, or worse, relying on unvalidated resources like personal identifiable information (PII) to identify customers, puts every banking transaction at risk. Real two-factor authentication would have made a difference here, on the bank side and prevented some of the financial losses that resulted after PCs were infected.

Banking 48

Banking Engineering Accountability Personalization 48

Beyond Philosophy

NOVEMBER 13, 2017

Burton conducted an experiment where he showed people pairs of faces and asked them whether the two faces were the same person. When you go into a store, the bank, or your local cafe, it feels different when the employees recognize you. This personal touch means the restaurant always has a steady stream of customers.

Consulting 335

Consulting Consulting Banking Customer Experience 335