Beyond Philosophy

MAY 10, 2016

My example is TD Bank, where viral communication meets real, and valued, experience delivery on a personalized, and deeply emotional, level. Here’s a quick thumbnail summary of where some examples of TD Bank’s marketing unique marketing and communication initiatives have taken the company over the past year or so.

Marketing 186

Marketing Banking B2C Consulting 186

ShepHyken

DECEMBER 5, 2018

I’ve shared six Convenience Principles and numerous examples and case studies. I recently talked to an executive of a bank, and he mentioned it was a big problem. In the past few months leading up to my new book, The Convenience Revolution , I’ve focused on ways to be more convenient for your customers.

Advertising 312

Advertising Banking Personalization Technology 312

Beyond Philosophy

SEPTEMBER 15, 2015

First Direct, a phone and online retail bank in the UK, scored the highest in the UK study, 61 points higher than the HSBC, the bank that owns them. It’s the reason people like setting up an Apple computer for the first time over a PC, and it’s why we prefer to bank online instead of going to a branch.

Banking 383

Banking Telecommunications Consulting Consulting 383

Global Response

MARCH 25, 2024

Here are three case studies of organizations across industries that used customer journey mapping to improve customer satisfaction and drive business success: 1. Bank of America Bank of America used customer journey mapping to understand its customers’ digital banking experience better.

Journey mapping 62

Journey mapping Banking Analytics Sales 62

CX Accelerator

JANUARY 11, 2021

Expanding on the idea that EX drives CX, , Schubert Koleka , Business Manager at Standard Bank Malawi shares: What I learned from him is that it is possible to have fun and make money for your company at the same time. Zappos is a case study on how to create a customer-focused culture. Prioritizing the employee experience.

Customer centricity 266

Customer centricity Banking Education Contact Center 266

Merchants

JUNE 4, 2019

In their drive to be digitally relevant and hold market share, both traditional and digital banks run the risk of losing customers by reducing human interaction. In an environment where consumers don’t trust banks, human interaction will remain significant to build customer loyalty through changing interactions.

Banking 40

Banking Business Process Outsourcing outsourcing Marketing 40

Beyond Philosophy

JUNE 7, 2016

Whether, as Bob Thompson discussed, the strategy focuses on touchpoint improvements, seamless customer-focused journey, or delivering stand-out, branded experiences (think Zappos, Trader Joe’s, Wegman’s, Southwest Airlines, Zane’s Cycles, Metro or Umpqua Bank), any company can do experience lagniappe. and Metro Bank in the U.K.

Customer Experience 186

Customer Experience Banking B2C Airlines 186

Beyond Philosophy

NOVEMBER 28, 2017

4) Where customers and experience are concerned, think ‘human’, i.e. TD Bank’s “Bank Human Again” marketing campaign. I’ve written about Vernon Hill, who founded Commerce Bank in the U.S. and Metro Bank in the U.K. 3) Overpromise and overdeliver, consistently, on experience. He understands lagniappe.

B2C 208

B2C Banking B2B Customer advocacy 208

CX Accelerator

JANUARY 11, 2021

Expanding on the idea that EX drives CX, , Schubert Koleka , Business Manager at Standard Bank Malawi shares: What I learned from him is that it is possible to have fun and make money for your company at the same time. Zappos is a case study on how to create a customer-focused culture. Prioritizing the employee experience.

Customer centricity 182

Customer centricity Banking Education Contact Center 182

Lumoa

DECEMBER 19, 2023

Here are some case studies to show how AI is making this happen: Bank of America employs AI-driven sentiment analysis to capture VoC and identify customer pain point s. This data-driven approach allows Bank of America to proactively enhance its services, ultimately improving the overall banking experience.

Feedback 83

Feedback Banking Chatbots Automotive 83

Chip Bell

APRIL 9, 2019

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. Their demise will likely be the fodder for business school case studies.

Airlines 84

Airlines Banking Entertainment Construction 84

Peter Lavers

JULY 7, 2015

The masterclass was brilliantly delivered by Doug Leather and included practical case studies & examples of best practice and animated discussions. Metro Bank “stupid bank rules”). How RBC has become a case study for incumbent & established businesses to protect share against new & agile entrants.

Customer centricity 150

Customer centricity Chief Customer Officer Banking Automotive 150

Hodusoft

MARCH 13, 2024

As per a report released by Straits Research in October 2022, the global banking, finance, and accounting BPO services market size is projected to grow at a compounded annual growth rate of 9.52 Multichannel Support Gone are the days when customers preferred to contact a bank or financial institution using audio calls. billion by 2030.

Contact Center 52

Contact Center Customer Support Contact center software outsourcing 52

Maru Group

JANUARY 24, 2022

The case study of payday loans and Wonga is only a few years old and should act as a painful reminder of what happens when rapid lending growth is accompanied without the necessary regulation to protect consumers. adults who are Maru Voice online panelists.

Banking 71

Banking Finance Surveys Accountability 71

Concentrix

JUNE 27, 2023

Discover how a leading bank gained efficiencies across operations by implementing an email bot to automate responses and streamline email routing.

Banking 62

Banking 62

CSM Magazine

FEBRUARY 2, 2021

A new case study revels how EVO Bank of Ireland Payments Acceptance (BOIPA) improved the customer experience provided to merchants who use its payment terminals, in spite of the challenges created by the pandemic. BOI Payment Acceptance ( BOIPA ) is a marketing alliance between Bank of Ireland and EVO Payments.

Banking 78

Banking Interactive Voice Response Chatbots Accountability 78

Comm100

NOVEMBER 2, 2020

We have hand-picked some of the top chatbot examples to show you how you could use AI customer service bots across channels – 5 use cases across industries, plus one case study of how a chatbot resolved 91% of live chat inquiries. Industry: Banking and finance. Let’s explore the top 6 chatbot examples of 2020.

Chatbots 57

Chatbots Customer Service Banking Healthcare 57

Aspect

JUNE 8, 2020

On June 16 th (12:40-1:00 PM EDT), we’ll be presenting a case study session with BAC Credomatic , Automated Self-Service: Solving for Speed, Simplicity and Efficiency. Attendees will come away with a better understanding of how to leverage CX and marketing’s complementary skillsets to make customers happy and increase revenue. .

Self service 62

Self service Banking Best practices Customer Experience 62

JivoChat

JUNE 8, 2022

The course counts on high-quality videos, extensive case studies, student support, and dynamic classes. . Analyze business transactions, prepare the Trial Balance, and prepare a bank reconciliation: those are some of the things that you will see in the course Accounting: From Beginner to Advanced. Bank Reconciliation.

Accountability 75

Accountability Finance Banking Best practices 75

Creative Virtual

DECEMBER 8, 2022

The analysts at Celent conducted their own evaluation of intelligent virtual assistant platforms as well, focusing in on the technology within the retail banking space. This honour means even more as we prepare for the upcoming launch of the next innovative release of our V-Person technology.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52

Back Office Centers

DECEMBER 14, 2023

This is especially typical in sectors like banking and healthcare which have stringent regulations. Case studies and client testimonials Request case studies and client references from possible outsourcing partners.

outsourcing 57

outsourcing Finance Accountability Business Process Outsourcing 57

Hero Digital

MARCH 29, 2021

Consider the consequences when a nurse taps on an incorrect submission button at work, or a taxpayer can’t find accurate IRS information, or someone with low vision cannot log into their bank account. Case study: Creating confidence through accessibility. How to strengthen customer confidence.

Banking 54

Banking Best practices Accountability Customer Experience 54

Hero Digital

APRIL 8, 2020

CASE STUDY. Financial services : Unlike past crises, where the financial services industry was arguably a victim (9/11) or a villain (2008 mortgage bubble), retail banks are not at the center of COVID-19. Instead of merely offering online services and apps, can banks begin using their digital experiences as differentiators ?

Banking 104

Banking B2C Healthcare B2B 104

Fonolo

SEPTEMBER 11, 2018

As a closing note, consider this story from last month, in Bloomberg, about global bank HSBC: Why Banks Are Giving Tellers Raises, Instead of Firing Them All. Conventional wisdom is that the job [of bank teller] – held by almost a half-million Americans – is entering a sharp decline. Successful Cases Studies.

Customer Service 89

Customer Service Banking Contact Center Call Center 89

COPC

JUNE 27, 2018

And finally, the highlight of the book — dozens and dozens of real-world case studies from companies up and down the revenue spectrum, each illustrating a particular phase of the customer experience. The concepts demonstrated by each case study are twofold, depicting both a particular phase and a particular communication channel.

Customer retention 40

Customer retention Construction Banking Sales 40

pindrop

AUGUST 16, 2021

Read the case study to learn how they did it. In a recent case study with one of its key customers, Pindrop learned that reducing the number of KBAs not only helped its customer to achieve a higher customer satisfaction level, but also improved the agent morale. FNBO Saved 2.5 Million Minutes in Handle Time. Download Now.

Contact Center 62

Contact Center Average Handle Time Calibration Airlines 62

Infinity

JULY 19, 2018

But making an effort to excel will hold onto customers for years, while allowing you to deliver first-class service without breaking your bank. Watch our case study with Stannah to see how they solved this challenge. See our case study with Sky to learn how this can be achieved in practice. But why not go further?

Banking 45

Banking Benchmark Chatbots Customer retention 45

Cisco - Contact Center

OCTOBER 17, 2019

After joining forces with an established bank, Mcredit reached a tipping point: They needed to upgrade their call center to handle a growing customer base. Check out our new partner case studies page for more stories like this one. Between lower dividends and mega-return investments, there’s a bridge. Share this story.

Call Center 44

Call Center Finance Banking Enterprise 44

delighted

SEPTEMBER 8, 2021

Read the full FIGS case study here. I spent my first seven years in sales at a Fortune 50 bank and then moved into customer service. Can you tell us how you got started in customer experience? I was lucky enough to take a non-traditional path.

Customer Experience 95

Customer Experience Healthcare B2C Sales 95

The Petrova Experience

NOVEMBER 10, 2020

In my day to day, with the exception of CitiBank with whom I have banked for the last 20 years, I have not seen a big brand build and execute a 5 year+ omni channel customer experience strategy. We are not, however, going to read case studies of companies that have actually invested money to build the proper journeys for consumers.

Customer Experience 98

Customer Experience Education Banking Call Center 98

Ansafone

NOVEMBER 25, 2020

Problem A financial services company that offered debit-card based banking solutions to clients looking for an easier way to send money to friends and family living in Mexico needed support handling their incoming calls for service.

Accountability 62

Accountability Call Center Banking Contact Center 62

JustCall

MAY 12, 2021

It goes beyond banking completely on the basic procedures and tools. Case Studies and White Papers . Case studies, white papers, competitor research, testimonials , and other vital intelligence come in handy when pitching your products to clients. Why is Sales Enablement Important. Sales Enablement Tech Stack.

Sales 52

Sales call center software Scripts call center solutions 52

Fonolo

SEPTEMBER 11, 2018

As a closing note, consider this story from last month, in Bloomberg, about global bank HSBC: Why Banks Are Giving Tellers Raises, Instead of Firing Them All. Conventional wisdom is that the job [of bank teller] – held by almost a half-million Americans – is entering a sharp decline. Successful Cases Studies.

Customer Service 52

Customer Service Banking Contact Center Call Center 52

CSM Magazine

JUNE 20, 2016

The trends and challenges impacting contact centre people, processes and technology, illustrated with case studies and in-depth Interviews with customer service leaders. We have come a long way within the customer service industry since Automatic Call Distributor (ACD) technology in the 1960s.

Customer Service 40

Customer Service Self service Banking outsourcing 40

AskNicely

MARCH 22, 2018

Imagine your employees having NPS scoring and the ability to respond at the moment to an upset customer while standing in line at the bank on their mobile device. . You can instantly find your advocates with NPS (case study opportunities, references, and overall happy customers).

Banking 60

Banking Best practices Sales Surveys 60

Eptica

MAY 23, 2018

Essentially, we help people and businesses support the causes they care about, and for charities, we provide simple and straightforward day-to-day banking and fundraising services. To find out more on how CAF is successfully using Eptica read our case study here. billion to charities.

Banking 55

Banking Customer centricity Marketing Customer Experience 55

Fonolo

MAY 22, 2018

Vertical markets in the sample base included: retail banking, insurance, health care, government, retail / e-commerce, technology, travel/hospitality/leisure, telco, born-digital, and utilities. For this report, he gathered the views of 352 enterprise executives, each with decision-making authority over contact centers.

Surveys 59

Surveys Abandon rate Call Center Contact Center 59