CSM Magazine
JUNE 9, 2022
At a time when credit card and bank customers in Canada are using financial institution mobile apps and websites more than ever, overall satisfaction with those digital experiences is in decline. According to a series of recent studies of bank and credit card mobile app and online users conducted in Canada, released today by J.D.
REVE Chat Blog
FEBRUARY 12, 2020
In this digital age, the banks and financial institutions need to be digitally transformed to deliver a consistent customer experience in banking whether it is online or retail. Banks functioning digitally have witnessed reduced costs and streamlined processes. What is customer experience (CX) in Banking? .
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Beyond Philosophy
FEBRUARY 5, 2018
At the front of the store, where you’d usually find checkout lines, there is a bank of electronic turnstiles. One of the most important things we teach in our customer experience consultancy is that customers’ feelings and subconscious factors are the biggest influencers of customer behavior. Be Warned: You Can’t Rely on Big Data!
Outsource Consultants
DECEMBER 21, 2023
Plus, businesses in banking, financial services, and others are busy wrapping up the year and prepping for the next. Leveraging Big Data for Proactive Service The use of Big Data in outsourced call centers is a recent, yet impactful, development. This time of year is crucial for many industries.
Beyond Philosophy
SEPTEMBER 19, 2019
I have been consulting on Customer Experience since 2002. The UK CSI has companies routinely appearing in the top 10, like Amazon, John Lewis (which is like Nordstrom), Next (a retailer), the bank First Direct and Nationwide. Use Big Data wisely. Companies do not train or develop their people sufficiently. .
360Connext
SEPTEMBER 27, 2017
Soft Data is Perfectly OK. We’re now taming big data into impressive insights. So it’s become almost cliche to hear how a bank wants to be the “Uber” of banking or a dentist wants to offer service “like Amazon.” Robust analytics platforms aren’t going anywhere.
Beyond Philosophy
JULY 4, 2016
I’m capitalizing the first letter of each word because the pervasiveness of digital transformation has all the feel of Big Data a few years ago and Reeingineering in the 1990’s. It is having most impact, and will likely continue to do so, in traditional industries such as retail banking. Let’s begin there. Brand Equity.
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