ShepHyken

JUNE 28, 2019

Yet bank employees did not disappear with the advent of the ATM. The World Bank finds in its 2019 examination of the workforce that while technology is indeed changing how people work, it’s also creating new opportunities. The post Guest Blog: “Zhuzhing Up” Humans in the Contact Center appeared first on Shep Hyken.

Contact Center 275

Contact Center Self service Banking Airlines 275

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

MARCH 22, 2019

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. This week we feature an article by John Boccuzzi Jr. Shep Hyken.

Customer Experience 267

Customer Experience Banking Technology Consulting 267

JustCall

DECEMBER 21, 2022

Automation technologies have drastically reduced the work pressure for bank employees. It is now time for customer support agents to also leverage the power of automation through IVR in banking. In this blog, we discuss what does IVR stand for in banking and what are some different use cases of IVR in banking sector.

Interactive Voice Response 52

Interactive Voice Response Banking Surveys Self service 52

Nuance

JUNE 2, 2021

The post Modernizing and optimizing customer experiences in banking appeared first on What’s next. Visit Nuance's What's next blog to see the full content. Through these partnerships, we honor our customers by listening to what they have to say, what [.] This is a summary.

Banking 81

Banking Customer Experience Enterprise 81

Hodusoft

FEBRUARY 1, 2023

Accelerating Banking Success: The Top Business Phone Systems to Consider The banking industry is constantly evolving and adapting to the ever-changing technological landscape. One of the areas where this evolution is most evident is in the way banks communicate with their customers. What is a banking phone system?

Finance 52

Finance Banking voip Analytics 52

ShepHyken

JUNE 23, 2017

Here in the UK we have just had three bank holidays and have another just around the corner. If your organization closes over bank holidays or doesn’t operate 24/7, there’s a chance for missed opportunities while your representatives are unavailable. Offline Forms. Read Shep’s latest Forbes Article: Sixty-Four Percent Of U.S.

Banking 190

Banking B2C Advertising B2B 190

ShepHyken

AUGUST 10, 2018

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. The post Guest Blog: Six Ways Predictive Analytics Enhances Customer Relations appeared first on Shep Hyken. Predicting Satisfaction.

Analytics 168

Analytics Upselling Banking CRM 168

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 81

Employee engagement Banking Coaching Personalization 81

Cisco - Contact Center

SEPTEMBER 21, 2023

Read more on Cisco Blogs Co-authored by Zaheer Aziz The challenges The increasing adoption of cloud and Secure Access Service Edge (SASE) is a sign of how rapidly the world of networking and security is transforming.…

Banking 96

Banking Customer Experience 96

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. Technically, Bank of America isn’t listed here by name but they do fall under the label of “Any Bank.” I would argue that this is true of Bank of America.

Banking 150

Banking Employee engagement Customer centricity Surveys 150

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? .

Banking 76

Banking Customer Experience Chatbots Big data 76

Integrity Solutions

AUGUST 19, 2019

In a complex, highly competitive marketplace, bank leaders and managers who make it a priority to create a culture that is built around understanding what the customer needs and values—and the mindset necessary to deliver on it—will have the advantage. Part 1 in a new blog series. In fact, the human factor is what bank customers crave.

Banking 50

Banking Customer centricity Technology Customer Experience 50

Concentrix

JULY 27, 2023

Learn how to make the shift from pushing products to deepening relationships to achieve customer primacy through customer loyalty in banking.

Banking 62

Banking 62

Talkdesk

OCTOBER 1, 2020

Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. Bank branch closures create additional costs for local business owners, making it harder to manage cash flow, maintain productivity levels and contribute to the wider local economy. Impact on small businesses. Embrace the cloud.

Banking 74

Banking APIs Contact Center Best practices 74

ShepHyken

NOVEMBER 10, 2017

The Royal Bank of Scotland uses the power of AI live chats to provide customers with real-time customer support. The post Guest Blog: Live Chat Simplifies the Customer Journey appeared first on Shep Hyken. 4. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Transportation 185

Transportation Analytics Banking Metrics 185

Calabrio

NOVEMBER 25, 2020

In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic. The next blog in this series will go into more detail on how to develop key roles within your contact center to stay ahead of constant change.

Contact Center 122

Contact Center Self service Analytics Banking 122

Uniphore

NOVEMBER 16, 2021

The challenges of the pandemic thrust banks that were struggling to remain relevant and their customers who were still digital holdouts into the same situation: learn how to shift banking activity from in person to online practically overnight. Today digital banking is the norm rather than the exception and there’s no going back.

Banking 52

Banking Average Handle Time Contact Center Wait times 52

Nuance

DECEMBER 7, 2020

Headquartered in Essen, NATIONAL-BANK is one of Germany’s leading regional banks. Like many institutions, NATIONAL-BANK has embarked on digitization initiatives to reflect changing times and evolving customer [.] Visit Nuance's What's next blog to see the full content. This is a summary.

Banking 52

Banking Customer Service Personalization 52

Customers That Stick

SEPTEMBER 25, 2014

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. To connect with Ali Banks further visit her at www.sitkasalmonshares.com. Her food adventure brought her back home to New York and now Chicago.

Banking 133

Banking Customer Experience Real estate Customer Service 133

Nuance

SEPTEMBER 24, 2020

Spain’s EVO Banco just became the first bank in Spain to leverage Nuance’s AI-powered biometrics technology for authenticating customers, eliminating passwords and PIN codes for mobile banking. The post Preventing fraud and safeguarding critical assets – with password-free banking appeared first on What’s next.

Banking 52

Banking Technology Enterprise Customer Experience 52

Creative Virtual

JULY 10, 2020

Side note: My colleague Laura Ludmany wrote a great two-part blog series about helping financial organisations deliver customer support during the coronavirus crisis – check out Part 1 here and Part 2 here if you haven’t already.). 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

ShepHyken

NOVEMBER 2, 2018

It’s estimated that by 2022, the banking and healthcare sector will make savings of up to $8 billion with chatbot usage. The post Guest Blog: How to Personalize Your Chatbots for Customer Journey Tracking & Provide a Better Experience appeared first on Shep Hyken.

Chatbots 219

Chatbots Personalization Healthcare Government 219

Comm100

FEBRUARY 6, 2023

It requires that you digitize your banking services to be convenient, easy to use, personalized, and secure. Whether you are running a bank or credit union, offering great CX is the best way to protect your reputation. The post Guest blog: 5 Customer Experience Trends for Financial Institutions in 2023 appeared first on Comm100.

Customer Experience 77

Customer Experience Brand ambassadors Self service Chatbots 77

Beyond Philosophy

JUNE 15, 2023

Forming an attachment is vital, here, establishing an Emotional Bank account. You might remember Stephen Covey, author of The 7 Habits of Highly Effective People, first proposed the concept of the Emotional Bank Account. For example, you have an Emotional Bank Account with the people in your family.

Banking 363

Banking Construction Accountability Advertising 363

Nuance

JUNE 12, 2020

As one of Australia’s “big four” financial institutions, National Australia Bank (NAB) serves more than 6 million customers across the country with around 2,000 frontline bankers handling more 8 million inbound calls every year. The post National Australia Bank creates compelling customer and banker experiences appeared first on What’s next.

Banking 52

Banking Customer Service Enterprise 52

ShepHyken

JANUARY 6, 2017

This week on our Friends on Friday guest blog post my colleague, Vince Jeffs, examines the hot topic of artificial intelligence (AI) and it’s impact on the customer experience. At a large bank, I’ve witnessed a slim four-person team build high performing propensity and learning models for all business lines. Shep Hyken.

Customer Experience 215

Customer Experience Telecommunications Technology Banking 215

ShepHyken

AUGUST 19, 2016

This week on our Friends on Friday guest blog post my colleague, Jack Plantin, writes about the importance of customer support and options we can offer for around the clock support. He writes about everything from customer support to startup growth on the SupportYourApp Blog. He shares some excellent self-help ideas. Shep Hyken.

Customer Support 223

Customer Support Banking outsourcing Coaching 223

Nuance

APRIL 24, 2020

Along with leaders from Scotiabank, Grupo Financiero Banorte, Deloitte Canada, and FundThrough, I recently joined a panel on AI in Banking at the World AI Americas virtual summit. Here are 5 takeaways: COVID-19 will accelerate AI in banking. Visit Nuance's What's next blog to see the full content. Panelists shared [.]

Banking 52

Banking Enterprise 52

Centriam Customer Experience Lab

SEPTEMBER 7, 2018

As outlined in our Community Banking Customer Experience Blueprint , designing an action plan for customer follow-up is the third and final step to launch your customer experience initiative. This blog will discuss key considerations to achieving successful customer winbacks.

Banking 60

Banking Customer Experience 60

Integrity Solutions

AUGUST 23, 2019

Top performing banks are the ones who always seem to go the extra mile to deliver memorable customer experiences. The banks’ customers are engaged, buy more, stay longer, and recommend the bank to their friends. Part 3 in a blog series. And at these banks, it’s not just the “superstar” performers who behave this way.

Employee engagement 45

Employee engagement Banking Management Customer Experience 45

Infinity

DECEMBER 11, 2019

This blog is a guest post by our partners at RingCentral. 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.

Banking 52

Banking Finance Analytics Accountability 52

Integrity Solutions

AUGUST 21, 2019

Successful banks recognize that “the customer” isn’t just an external entity. Part 2 in a blog series. Under-met client needs are one of the greatest fears and frustrations every senior bank and credit union leader has, especially now, with other banks’ products and services only a click or two away from the customer.

Banking 45

Banking Personalization Management Employee engagement 45

Revation Systems

AUGUST 5, 2019

Let’s take a look at how chatbot technology is impacting customer support in the banking and healthcare industries. Banking Chatbots. In the banking sector, chatbots have become synonymous with enhanced customer experience. Chatbots do not replace live agents, bank tellers or nurses. Healthcare Chatbots.

Banking 48

Banking Healthcare Chatbots Surveys 48

Revation Systems

NOVEMBER 28, 2017

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. On the other hand, banking virtualization allows for a much more streamlined on-the-go process.

Banking 48

Banking APIs Education Best practices 48

Avaya

MAY 16, 2019

Some banks add digital channels. Taiwan’s O-Bank was born all digital. In the two years since it launched, it has won over 260,000 customers—close to 30% of the digital bank accounts opened in Taiwan in this period and Avaya is at the heart of its success. Its answer: become the country’s first native digital bank.

Banking 59

Banking contact center solutions Contact Center Accountability 59

Beyond Philosophy

OCTOBER 31, 2016

Like millions of Wells Fargo customers, Lorraine and I have checked to see if we had any accounts opened with the bank without our consent. A criminal investigation was launched last week in California to identify whether the bank committed felonies. Banks all get into trouble at some point. Enter the Cleaning Crew.

Banking 0

Banking Consulting Consulting Sales 0