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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.

Faces of Customer Experience: Ali Banks

Customers That Stick

Meet Ali Banks! Ali Banks’ began her career in architecture but left her real estate development job to pursue her love of food at Le Cordon Bleu, Paris. book, movie, sporting event, relationship, travel).

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3 Moments That Can Make or Break a Banking Customer Experience

PeopleMetrics

A practical approach to doing this is to first determine what customers need and want from their banking relationship and second to identify and refine common events where the bank is failing to deliver against those needs. Being easy to bank with. Where Banks Often Fail.

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.

Data Analytics: The Next Step for Regional Banks?

Revation Systems

One industry in particular, however, has untapped potential in terms of data analytics — regional banks. So what exactly can smaller regional banking institutions be doing to realize the incredible benefits of data analytics? Personalized Bank Offerings.

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.

Kerching! Banking and Financial Services Top UK Customer Satisfaction League

CSM Magazine

The banking and financial services sectors have the best levels of customer service satisfaction in the UK – that’s according to Bright, which today released the results of its first ever ‘Industry Satisfaction Survey’, via its latest Customer Experience Report.

Social Media Dominates Customers’ Online Activities

Concentrix

Automotive Thought Leadership Banking Consumer Electronics Energy & Public Sector Healthcare Insurance Media & Comms Retail & e-Commerce Resources Technology TravelCapitalize on social media for brand building, sales, and customer service.

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Social Media Dominates Customers’ Online Activities

Concentrix

Automotive Thought Leadership Banking Consumer Electronics Energy & Public Sector Healthcare Insurance Media & Comms Retail & e-Commerce Resources Technology TravelCapitalize on social media for brand building, sales, and customer service. The post Social Media Dominates Customers’ Online Activities appeared first on Concentrix.

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Corporate Fact Sheet

Concentrix

Automotive Fact Sheets Banking Industry Consumer Electronics Solution Energy & Public Sector Healthcare Insurance Media & Comms Retail & e-Commerce Resources Technology Travel Fact SheetWho is Concentrix? We can’t wait to show you. The post Corporate Fact Sheet appeared first on Concentrix.

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.

Corporate Fact Sheet

Concentrix

Automotive Fact Sheets Banking Industry Consumer Electronics Solution Energy & Public Sector Healthcare Insurance Media & Comms Retail & e-Commerce Resources Technology Travel Fact SheetWho is Concentrix? We can’t wait to show you.

Forrester Report: Future-Proof Your Customer Service

Concentrix

Automotive Research Banking Consumer Electronics Energy & Public Sector Healthcare Insurance Media & Comms Retail & e-Commerce Resources Technology TravelRead this report on why you need to build an AI-infused cognitive contact center. The post Forrester Report: Future-Proof Your Customer Service appeared first on Concentrix.

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.

CXNext Podcast Episode 64: Accelerate Your Digital Transformation to Improve Customer Engagement

Bold360

The banking universe is made up of two distinct worlds. There are those very large financial institutions — the Wells Fargos and Banks of America — that have giant IT budgets and big technology teams that can get CX done. What are the core CX challenges for small local banks?

The Transparent Customer Experience: how measurement can benefit both company & customer

ijgolding

I am writing this blog having just watched a Hollywood movie about the 2008 banking crisis – The Big Short, featuring Christian Bale, Steve Carell, Ryan Gosling and Brad Pitt is a tough watch – not because of the quality of the acting, but because of the almost completely unbelievable plot.

Same Tactics, Different Scripts: What Contact Center Fraud Sounds Like in the Age of Coronavirus

pindrop

I’m going to be traveling overseas, please lift any fraud monitoring for me for two weeks because I’ll be out of the country and don’t want my card blocked. Travel-Related Inconveniences and Emergencies . Bank fraud Consumer Fraud Fraud Social Engineering homepage

Branch Launches New Debit Card, Zero-Fee Banking

Branch Mesenger

We're thrilled to announce that Branch is partnering with Mastercard and Evolve Bank & Trust to launch a free digital checking account and debit card for hourly workers. Branch Launches New Debit Card, Zero-Fee Banking. About Evolve Bank & Trust. It's FINALLY here!

‘Welcome to our kitchen’! Would you have the courage to invite customers into the inner workings of your company?

ijgolding

Yet what the experience also made me consider is this – how many other organisations – whether they be a restaurant, a bank, an insurance company, a retailer, a telecom provider – would have the courage and belief to show their customers the inner workings of their company?

Thinking and acting in the interests of the customer. Have you enabled your people to do it?

ijgolding

Travelling as far and wide as I do, I consider myself extremely fortunate to witness first hand, customer experience in different cultural environments. That is until the very last day… With our flight departing at 23:25 at night, we had a day to kill before travelling to the airport.

Feasting on the Benefits of Digitally Transforming Industries

Revation Systems

Many industries, such as healthcare and banking, are also looking back on the year and finding areas to be grateful for. Perhaps the most notable, and the one that’s creating the most buzz in the healthcare and banking industries today, is digital transformation.

Just because its LEGAL, does not mean its RIGHT! The importance of openness & transparency in Customer Experience

ijgolding

If you travel outside of the EU, VAT is not payable to the UK government. If you cannot trust your bank to be open and honest……or your utility company……or your telecommunications provider……or your retailer…… is there anyone else left?

Heaven or Hell? What Customer Experience vacation memories do you have this year?

ijgolding

On our ferry crossings; in Pamplona; in Barcelona; in Menorca – many of our wonderful experiences will remain in the memory banks of our children until they are taking their own children on similar adventures.

Helping Financial Organisations Deliver 24/7 Customer Support: Part 1

Creative Virtual

In the last 4 weeks, on average, the traffic of our banking virtual agents has doubled. In these times, a proactive approach by financial organisations can really make a difference to customers, as everyone wants to feel reassured instantly and see how their bank copes with the crisis.

What to expect over the holidays

TRUSTID

Higher call volumes: As consumers start spending over the busy holiday shopping season, this means a spike in inbound customer calls to retail and bank contact centers is coming. Holiday travel: More people travel over the holidays than any other time of year.

Disruption -- the Good, the Bad and the Transformative

Cyara

Every industry, from healthcare to banking to retail to travel, has been transformed by technology. Change and disruption are often feared…and for good reason. In fact, 88% of the companies that were on the Fortune 500 in 1955 no longer exist. That is a staggering statistic.

Healthcare – Mobile and Self-Service Options for your Contact Center

Blueworx

The banking, travel and retail industries have embraced mobile and self-service technologies to satisfy their […]. Customers expect businesses to provide quick, convenient ways to access information and manage routine transactions. The post Healthcare – Mobile and Self-Service Options for your Contact Center appeared first on Blueworx. Blog appointment scheduling healthcare

Social Customer Service Rankings: Where Do You Stack Up?

Chad Schaeffer

Let’s face it, travel is stressful. Banking is also an online and mobile experience, making it easy to launch Twitter and tweet a question or concern by consumers comfortable with social media.

You Are Known by Your Works

Chip Bell

Many years ago, I worked for the president of a bank famous for aggressive bank acquisitions and rapid growth in the financial services space. The bank ultimately became the Bank of America and the president became the B of A CEO. When the bank purchased Barnett Bank, the largest bank in Florida, McColl commissioned the construction of a large high rise bank building in Tampa which the locals called the “Beer Can Building.”

How will COVID-19 change customer behavior and habits?

Beyond Philosophy

I’ve received a number of messages from airlines, hotel chains and travel site CEO’s about all the measures they are taking, the policies they are changing, etc. But there are other, not-travel related customer experience shambles too!

The Convenience Question: How Easy Am I to Do Business With?

ShepHyken

Huntington Bank has extended hours for their customers, so they can bank after normal business hours and on weekends. CLEAR provides a solution to the frequent traveler that hates waiting in security lines in the airport.

CXNext Live: How Credit Unions Are Accelerating Digital Transformation to Improve Customer Engagement

Bold360

The banking universe is made up of two distinct worlds. There are those very large financial institutions — the Wells Fargos and Banks of America — that have giant IT budgets and big technology teams that can get CX done. What are the core CX challenges for small local banks?

Lose The Fear Of Facial Recognition If You Want CX Improvement

Beyond Philosophy

When trains were first invented, people were worried that they would get ripped apart if they traveled faster than 50 miles an hour. For example, not so long ago, people didn’t want to migrate to online banking. However, online banking has proved to be helpful to society.

Where in the World Is Santa?

Avaya

The commander didn’t want to spoil the holiday for callers expecting to reach Santa, so he had his staff provide updates on Santa’s travels. Details about the big guy’s travels will also be available on Dec.

Getting Company Culture and Operations Right, and Keeping Them Right: What It Really Means to Be Stakeholder-Centric This Labor Day

Beyond Philosophy

In 2006, when it was sold to Bank of America, MBNA was an enterprise of 25,000 employees, the U.S.’ When the company became part of Bank of America, the MBNA employees publicly thanked Charles Cawley, who founded the company, for all he had done on their behalf (see above).

Guest Blog: Digitizing the Customer Experience Without Losing the Customer

ShepHyken

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.

Guest Blog: Live Chat Simplifies the Customer Journey

ShepHyken

Promising travel search marketplace, ixigo, uses the power of live chat to solve traveler queries around the clock. Known as ixibaba, the live chat helps travelers plan a trip through live conversation, allowing them to find the best flights, hotels, and transportation.

Delivering Unique, Attractive (Even Branded) Customer Experience Lagniappe: Any Company Can Do This

Beyond Philosophy

In the Merriam-Webster page defining lagniappe, here’s the description it received: “We picked up one excellent word, wrote Mark Twain in Life on the Mississippi (1883), “a word worth traveling to New Orleans to get; a nice limber, expressive, handy word -‘lagniappe’….

The 20 Stakeholder Experience Emotions: Which Are Most Positive and Value-Enhancing, and Which Are Most Negative and Value-Destroying?

Beyond Philosophy

We picked up one excellent word”, wrote Mark Twain in Life on the Mississippi (1883), “a word worth traveling to New Orleans to get; a nice limber, expressive, handy word -‘lagniappe’…. I’ve written about Vernon Hill, who founded Commerce Bank in the U.S. and Metro Bank in the U.K.

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Preparing Your Business for the API Economy

Nexmo

When you think of APIs it’s likely that some big names come to mind: Nexmo, the Vonage API platform; Stripe for payments; or one of the new Open Banking APIs. Think about banking. Outside of start-ups, traditional retail banks are investing in public APIs. Travel and Leisure.

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