inmoment
JULY 6, 2020
The Coronavirus pandemic has left no industry unscathed, especially retail banking. As banking brands reel from everything from a reduction of in-branch business to the economic crunch at large, it’s imperative that they adapt to these and other challenges if they hope to emerge from this crisis in a strong position. Overactivity.
Beyond Philosophy
AUGUST 17, 2015
As customer experience consultants who focus on the emotional elements of service and product customer experience and value delivery, we are often asked about the behavioral role of tangible, rational, and functional elements of value and experience. The stats on this, and their behavioral impact, are well known. Michael Lowenstein, Ph.D.,
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Fonolo
JANUARY 31, 2018
In industries such as finance/banking, healthcare, and utilities, consumers are turning to the phone more often than the overall average—74% used the phone for finance, 73% for healthcare, and 69% for utilities…”. Who wrote it: DMG Consulting, sponsored by Serenova. White Paper: 9 Critical Contact Center Trends for 2018.
Eptica
FEBRUARY 28, 2018
In fact, he stresses that one of the main arguments around automating customer service - that it automatically reduces costs while improving the experience - isn’t always true: When a bank introduced online channels, transaction volumes rose, and customers began to call and visit bank branches more, pushing up costs.
Avaya
JANUARY 24, 2018
Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. Barclays’ fines totaled £2.45 million for their inaccuracies between 2006 and 2008.
Fonolo
MARCH 4, 2020
It doesn’t matter if you’re selling nuts and bolts, or you’re in the HR space, or in banking where I grew professionally — to me it’s about driving that customer experience to be better than anyone else and continually asking yourself how to exceed expectations.”. I love meeting large groups and love invoking change.”. About CSPN.
Callminer
APRIL 21, 2020
Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. Joe is the Business Development Consultant at My Trading Skills , with over 17,000 unique visitors per month. “My Bank of America, J.P. Joe Bailey.
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