Taking the Banking Experience Beyond Physical Demographics

Revation Systems

Digital transformation is drastically disrupting the banking industry. As the general population welcomes the plethora of new digital technology with open arms, the banking industry is finding an increasing need to respond to consumer expectations for communication.

Data Analytics: The Next Step for Regional Banks?

Revation Systems

Data analytics is a key component of many organizations’ strategy to improving customer service and internal processes and making decisions based on facts rather than instinct. So what is data analytics? Personalized Bank Offerings. Strengthened Member-Bank Relationships.

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5 Banking Customer Experience Predictions for 2020

CSM Magazine

John Ing, Principal Operations Lead for CX at ECS shares his CX Predictions for the banking industry in 2020. The death of voice as a contact channel for banking customers has been over-hyped. A single customer view has been the banking industry’s goal for 30 years.

From Bills to Balances, Banking Customers Make Digital Part of their Lives

ForeSee

Data from the latest Digital Experience Index from Verint ForeSee shows that banking customers* love the convenience. Banking CX Best Practices Financial Services Research & CX Data ROI of CX

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

eGain AI clients guide Global bank uses eGain’s patented AI reasoning technology to. eGain AI clients comply A marquee global bank uses eGain AI to guide advisors through a. Another bank serves wholesale clients in multiple countries with.

Restoring trust across banking channels

TRUSTID

According to the recent article, “How to Protect Yourself from Identity Theft,” to mitigate the risk of identity fraud, consumers need to protect their personal data on two fronts: 1) hide it from cyber criminals and 2) protect it as if it’s already in the wrong hands.

The Best in Digital: New Report Ranks Top Banks and Popular Sites

ForeSee

See how Ally competes with Bank of America on CSAT and NPS, and if Amazon and Netflix retain top spots People turn to digital because it’s convenient and always available. Banking CX Best Practices Financial Services NPS Research & CX Data ROI of CX

How LinkLive Has Disrupted Banking

Revation Systems

From an influx of new players such as Apple and Google, to changing customer mindsets and expectations, the competitive stakes for regional banks in the U.S. In this environment, integration is key to providing value for regional banks — an analysis from which LinkLive was originally launched.

Chatbots’ Impact on Banking and Healthcare

Revation Systems

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’ Impact on Banking and Healthcare

Revation Systems

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.

5 Ways a Bank’s Contact Center Becomes GDPR Non-Compliant

Noble Systems

From the moment the EU’s General Data Protection Regulation (GDPR) was finalized in April 2016, there was a sense of impending doom for business leaders. The data privacy standard would go into place in May 2018 and two years was about to go by very quickly.

5 Ways a Bank’s Contact Center Becomes GDPR Non-Compliant

Noble Systems

From the moment the EU’s General Data Protection Regulation (GDPR) was finalized in April 2016, there was a sense of impending doom for business leaders. The data privacy standard would go into place in May 2018 and two years was about to go by very quickly. Now, we’re almost a full year into GDPR enforcement and banks are feeling the impact. In the first 3 years of GDPR, banks are expected to be penalized with fines up to €4.7 Maintaining Data Storage Status Quo.

How AI is Enabling Banks to Connect with Customers Better

Revation Systems

Over the last five years, the rise of smartphones and mobile devices has ushered in an era of daily digital banking transactions. For banking, the incentive to innovate in AI is built-in. So, how exactly will AI improve the banking experience? request for banking support.

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.

How Banks are Improving their Complaints Management

Clarabridge

Financial regulatory laws strictly govern the handling of complaints in banks and other financial institutions. The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines. after improving the online banking log-in process.

How Banks are Improving their Complaints Management

Clarabridge

Financial regulatory laws strictly govern the handling of complaints in banks and other financial institutions. The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines. after improving the online banking log-in process.

Why winning on customer experience is the best strategy for retail banks (report)

ForeSee

The retail banking industry is racked with challenges as consumers become more digitally demanding and less loyal. The post Why winning on customer experience is the best strategy for retail banks (report) appeared first on ForeSee.

Digital Banking & Credit Unions: What to Expect in 2019

Revation Systems

The current landscape of the banking industry has shifted enormously in the last five years. Nearly every aspect of our daily lives has become intertwined with technology, and banking is no exception. Statista predicts that the number of digital banking users in the U.S.

HITRUST — and Banking? Why Certification Matters to More than Just Hospitals

Revation Systems

In a world consumed with data privacy and security concerns unfolding alongside every industry’s digital transformation , organizations are looking for trustworthy benchmarks for themselves and their partners. The post HITRUST — and Banking?

Why And How To Empower Customer Service Agents In Banking Contact Centers

Ameyo

We recently had an interesting discussion with a Customer Service Head of one of the leading banks in Africa, about how banking experience can be improved by empowering customer service agents with the right access to the backend applications for resolving customer queries efficiently.

Digital Transformation in Retail Banks: Potential Impact on Brand Equity, Customers, and Employees

Beyond Philosophy

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.

Automation in Bank Surveillance and Fraud

Verint

It is an evolving process that adapts as technology develops; it started with data and application integration, moved to rules-based process automation, and now has manifested into analytic insights that drive actions and tasks. The bank and credit union security teams can dedicate their time and effort to more relevant tasks since automation allows for certain operations to be completed on their own and in a timely manner.

Digital Trends and Technologies Transforming CX in Banking and Finance

Tenfold - Contact Center Blog

They have no attachment to legacy systems that banks and finance companies have been holding onto for years, despite the wave of new technologies in business and communications. Banks that want to overcome this problem must change their mindset from product-centric to customer-centric.

Bank Branch Innovation Like Never Before: 5 Brands Redefining Tradition

Avaya

Sources like CNBC and The Telegraph predict that the retail bank branch will die within the next decade. In fact, the market is heading towards bank branch innovation unlike anything we’ve ever seen. There’s no denying that banking is evolving. In Italy, banks like CheBanca!

5 Insights from Our 2016 Study on Customer Experience for Banks

PeopleMetrics

We work with a number of banks and credit unions, all of which are committed to using customer feedback to deliver a great customer experience. We recently aggregated data from across all of our clients to see what we could learn about overarching trends in banking customer experience.

Australian Banking and Financial Institutions Need a Seismic Shift in Culture

Noble Systems

In light of recent news from the royal commission exposing misconduct by Australian banking and financial institutions, businesses in the financial sector should consider taking a look at their internal sales practices and potentially recalibrating their corporate culture.

Data breaches shine light on financial industry fraud

TRUSTID

The recent Equifax global settlement and the disclosure of Capital One’s historic data breach has put a spotlight on the fraud vulnerabilities in the financial industry. Data breaches like these are alarming for consumers. Authentication Capital One data breach Equifax

TRUSTID helps banks achieve multi-layered authentication

TRUSTID

According to the recent Customer Contact Week webinar, “The Future of Call Center Authentication,” technologies like the TRUSTID Pre-answer Caller Authentication can help banks achieve a multi-layered solution for identifying customers over the telephone channel. .

Under Redaction! Why Companies Can’t Seem To Get It Right When It Comes To Recorded Data

Callminer

Another day, another enterprise giant being forced to admit that sensitive customer data may have been improperly monitored or used without consent. Yet, this is far from a standalone event when it comes to the privacy of sensitive customer data captured through voice channels or text.

Banks: Fighting Fraud and Monitoring Closely—Is It All Cyber-Secure?

Verint

We know by now that for banking and financial organizations to identify security threats and vulnerabilities, mitigate risk, ensure operational compliance, and combat fraud, a comprehensive and innovative security approach is necessary. Technology plays a key role in fraud reduction to make banks and financial institutions safe. Protecting data with technology and other electronic devices can also lead to a variety of risks.

Welcoming Arun Kumar, SVP, Data & Insights

Hero Digital

Hero Digital , the leading independent customer experience (CX) company, today announced the appointment of Arun Kumar as SVP, Data & Insights. He will lead data strategy for Hero’s most complex clients to uncover CX opportunities that unlock new value and drive client business results.

Insight to Action: How MD Financial Operationalizes VoC Data Across the Organization

ForeSee

Banking CX Best Practices CX Strategy Financial Services ROI of CXOur Insight to Action webinar series gives you real-world best practices for getting the most out of Voice of Customer (VoC) programs. Watch the recordings to see how Verint ForeSee.

25 Staff Appreciation and Recognition Ideas That Won't Break the Bank

PeopleMetrics

25 staff appreciation and employee recognition ideas that won't break the bank: Arrange for a team to show the fruits of their labor to upper management. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Employee experience is vital to a healthy and growing company. A poor employee experience leads to disgruntled or apathetic employees who suck the energy out a business.

Protecting your call center against compromised data

TRUSTID

Keeping customer data safe and secure is a top priority for organizations, no doubt. Advancements in technology continue to pose challenges for contact centers to help ensure that customer data is not compromised or exposed to social engineers.

Digital Banking Success Begins with Customer Experience

Enghouse Interactive

Digital Banking Success Begins with Customer Experience. As digital banking capabilities have expanded, so has consumer adoption of online and mobile channels. In 2018, 57% of all banks and credit unions have adopted digital mobile banking options.

Banking Risk Landscape: Is Your Security Solution a Secure Solution?

Verint

Organizations around the world are continuously suffering from serious and sophisticated cyber attacks and data breaches, leaving every type of business at risk. The amount of money taken in cyber heists, both in banking and elsewhere, according to Cybersecurity Ventures 1 was estimated at $3 trillion overall for 2015—and they expect this number to double by 2021. In fact, banking is the number one attacked industry due to the monetization of the cyber attack.

The 3 most important skills for Data Scientists

Peter Lavers

In this guest blog our friend and Associate Paul Laughlin considers which are the most important skills needed by analysts or data scientists. But most graduate data scientists or experienced analysts will be screened for those at recruitment. Data Visualisation.

The Bank Branch Digital Transformation Trifecta

Avaya

So, how will the bank branch be impacted? We have an idea of where bank branch digital transformation is headed…. In 2016, Ernst & Young introduced its Banking Relevance Index (BRI), designed to measure the importance of traditional banks to customers’ lives.

Effects of the Equifax Data Breach, Part 4: Long-term consumer threat

TRUSTID

There’s been much speculation about the Equifax security breach, and we’ll likely continue to learn more about what happened and what the security steps consumers and banks need to take to protect themselves in the weeks and months ahead. That’s because the type of personal data that was exploited in the Equifax data breach was permanent information that can’t be changed.

How Big Data Analytics Is Gold for Call Centers?

Etech GS

Call centers generate data like no other department within a company. Data gleaned from internal processes such as hold times, how long it takes to resolve an issue, and the number of calls managed per shift provides valuable information for departmental and company management.