Clarabridge

FEBRUARY 2, 2017

Banks encounter many of the same problems as other enterprises— customer retention and loyalty, revenue growth, etc. So, what exactly are banks facing today? 22% of customers think banks are all the same. Banks provide a certain set of services that can be hard for customers to differentiate.

Banking 45

Banking Advertising Accountability Best practices 45

Clarabridge

FEBRUARY 2, 2017

Banks encounter many of the same problems as other enterprises— customer retention and loyalty, revenue growth, etc. So, what exactly are banks facing today? 22% of customers think banks are all the same. Banks provide a certain set of services that can be hard for customers to differentiate.

Banking 40

Banking Advertising Accountability Best practices 40

Noble Systems

AUGUST 19, 2020

Banks and other lenders. Mobile banking has transformed the way that consumers interact with banks. In addition, traditional bank organizations are increasingly challenged by more agile and flexible offerings from new entrants. They can now manage their money wherever and whenever they want.

Gamification 98

Gamification Banking Enterprise Coaching 98

Beyond Philosophy

JANUARY 26, 2015

Celebrating the launch of this new eBook, I am hosting a LIVE webinar focusing on what it takes to evoke the best emotions from your Customer Experience and the vital role of the conscious and subconscious experience with real-world examples. All attendees will receive a discount code for 50% off the eBook.

Customer centricity 257

Customer centricity Government Customer emotions Consulting 257

Beyond Philosophy

DECEMBER 19, 2017

Other brands in the top three spots are perennial performers like John Lewis and last year’s top performer, First Direct, an online and over-the-phone bank. Sign up to receive my free ebook and enter the competition to get FREE training! The Bad News. Starting January 4th 2018, we will be sharing our ideas on how to improve your CX.

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

Noble Systems

AUGUST 25, 2020

Banking and other financial services firms are continually challenged to train, motivate and retain employees in order to deliver consistent, high performance services and build consumer trust. Gamification can be used by banks, lenders, and other financial institutions to: 1. Align employee behaviors with business objectives.

Gamification 71

Gamification Employee engagement Banking Contact Center 71

PeopleMetrics

JUNE 16, 2016

We just buttoned up a study about customer experience in the banking industry. In the study, we looked across the customer bases of all of our retail banking clients for interesting trends and insights. About That Banking Study. But again, they’re acting on 0% of those suggestions. Here's another example.

Customer Experience 118

Customer Experience Banking Feedback Surveys 118

Talkdesk

MARCH 4, 2021

When I was preparing to move from one country to another, I wanted to put all my finances in the right order: close some bank accounts I haven’t been using, ask for bank statements, etc. As their banking client, it would have been easier if I could’ve solved my questions with just a simple phone call.

Customer Experience 94

Customer Experience Banking Contact center software Contact Center 94

PeopleMetrics

APRIL 12, 2017

It has driven innovation in banking, and it has tranformed how businesses can ask for, and act on, customer feedback. Taking individual action on customer feedback is the final discipline growth banks are adopting ahead of non-growth banks. You can use that information to help you improve customer experience within your bank.

Metrics 87

Metrics Customer Experience Banking industry standards 87

ForeSee

MAY 9, 2017

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. There’s also an influx in competition from financial-tech services, which has further disrupted.

Banking 40

Banking Customer Experience 40

Beyond Philosophy

JUNE 2, 2016

People waiting for a Harry Potter ride walk through Gringott’s bank and can see talking goblins. Find out more on how you can improve your Customer Experience and ultimately your sales in our latest ebook Unlocking The Hidden Customer Experience. . More transitions wait inside the park, as ride lines snake through movie-themed rooms.

Consulting 283

Consulting Consulting Banking Customer Experience 283

ShepHyken

AUGUST 20, 2018

PayPal is an online banking solution through which people can send money or transfer funds from one bank account to another in an instant. Huntington Bank offers extend daily and weekend hours. Go to www.BeConvenient.com to purchase today, and you will have immediate access to the eBook for free.

Self service 201

Self service Banking Technology Customer Service 201

Fonolo

NOVEMBER 8, 2017

It is one of the largest financial institutions in the state of Texas with over $840 million in assets, and provides personalized banking to more than 84,000 members across six local branches. eBook: The ROI of Call-Backs for Your Call Center. Download our free eBook and learn how call-backs can deliver concrete ROI.

Abandon rate 70

Abandon rate Call Center Morale Abandon Call 70

Creative Virtual

OCTOBER 5, 2020

Virtual Agents in 2020: Usage Spikes and the Banking Sector – Starting in late February and early March, Creative Virtual saw a spike in virtual agent traffic that surpassed anything the company had seen in over 16 years of being in the industry.

Virtual Agent 52

Virtual Agent Customer Service Chatbots Self service 52

PeopleMetrics

MAY 4, 2017

If you've kept up with this series, you know that a common understanding of customer experience, your target customer segments or personas, and the vision for the experience you intend to deliver separates growth banks from non-growth banks. What is Customer Journey Mapping Anyway? Why Tackle the Hard Work of Journey Mapping?

Journey mapping 91

Journey mapping Banking Chief Customer Officer Customer centricity 91

CSM Magazine

SEPTEMBER 8, 2021

This followed an investigation by the Dedicated Card and Payment Crime Unit (DCPCU), a specialist City of London and Metropolitan police unit funded by the banking and cards industry [i]. To learn more about PCI DSS visit Encoded.co.uk and download the Truth about PCI DSS Compliance ebook.

Banking 52

Banking Personalization Technology Management 52

Whitepages Pro

AUGUST 28, 2019

Open banking offers more choice to customers and merchants by allowing customers to pay for goods directly to the merchant via their bank. One UK retail bank warned that if the 10 biggest EU retailers became authorized as PSPs under PSD2, 3rd party PSPs could see £20m (GBP) lost revenue per year.

Banking 40

Banking Technology Marketing Customer Experience 40

Whitepages Pro

AUGUST 28, 2019

Open banking offers more choice to customers and merchants by allowing customers to pay for goods directly to the merchant via their bank. One UK retail bank warned that if the 10 biggest EU retailers became authorized as PSPs under PSD2, 3rd party PSPs could see £20m (GBP) lost revenue per year.

Banking 40

Banking Technology Marketing Customer Experience 40

TechSee

SEPTEMBER 10, 2019

Virtual Customer Assistants (VCAs) have become an integral part of the user experience, taking on a wide range of traditional human roles, from telecom technicians, bank tellers, and consumer electronics experts to insurance loss adjustors and even sales reps. Let’s grab hold and see where it takes us.

Self service 116

Self service Banking Analytics Personalization 116

Interactions

AUGUST 27, 2019

For more details about what technologies your Conversational IVA should include, see our eBook. . For example, if your business is a bank, security will be an extremely important feature, so you may even want to consider features such as voice biometrics for the most advanced security. . Last, but certainly not least, is design.

Banking 54

Banking Technology Customer Experience Personalization 54

Interactions

SEPTEMBER 23, 2021

And when they do, there could be millions of families unable to resume paying mortgages, car payments, credit cards, student loans, who could be at risk of losing their homes, their cars, having their wages and bank accounts garnished, who will struggle to put food on the table and take care of their families.” .

Government 62

Government Virtual Agent Banking Contact Center 62

Comm100

NOVEMBER 2, 2020

Industry: Banking and finance. A chatbot is the ideal companion to a home buyer’s journey with a bank. The bot can even provide personalized service to the bank’s clients. For more examples and inspiration of how chatbots can be deployed in banking, take a look at the Top 15 Ways for Banks to Use Chatbots.

Chatbots 57

Chatbots Customer Service Banking Healthcare 57

Russel Lolacher

MARCH 29, 2021

For example: Banking. Self-Service: allowing customers to report stolen bank cards. This post was originally included as part of 8×8’s Contact Center Trends to Watch in 2021 ebook. Spammy marketing doesn’t count). Proactive Engagement: reminders when renegotiating mortgages is possible. College and University.

Self service 52

Self service Banking industry standards Scripts 52

pindrop

MAY 23, 2018

banks, top five U.S. To take a deeper dive into the minds of fraudsters like Mr. and Mrs. Smith, read our eBook Part One: Call Center Fraudsters Unmasked. Additionally, Pindrop® Labs analyzed millions of calls and collected data from the top eight U.S.

Engineering 64

Engineering Call Center Banking Accountability 64

Revation Systems

JANUARY 12, 2018

Today the role of cloud and multi-channel features has changed the game entirely, and shifted what was merely used to aggregate inbound and outbound phone calls into a complex communications hub able to transform multiple industries such as healthcare and banking. So what does this shift in form and function mean for the customer experience?

Contact Center 48

Contact Center Call Center Multi-channel support Banking 48

Clarabridge

NOVEMBER 12, 2015

Is it important for banks to invest in customer experience management ? For example, this week, the Financial Stability Board released new standards for the amount of risk that global banks need to be able to absorb, which will require the “ systemically important ” banks around the world to set aside nearly $1.2

Banking 58

Banking Government Customer centricity Feedback 58

Netomi

MAY 11, 2022

Traditional financial services , however, are not tailored for the needs of gig workers, both because many banks are more often heavily focused on more premium and higher-income customers, and they also lack access to data about the financial behaviors of gig workers, who often have to keep their financial activity unregistered.

Finance 52

Finance Chatbots Banking Accountability 52

TeamSupport

JUNE 14, 2019

Although some channels like self-service take time to create and set up, they enable you to provide a form of 24/7 support without breaking the bank. Click here to download our eBook on self-service to learn more about the value of the solution for customers!

Customer Support 75

Customer Support Self service Morale Banking 75

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. eBook: The ROI of Call-Backs for Your Call Center. Download our free eBook and learn how call-backs can deliver concrete ROI.

Surveys 59

Surveys Abandon rate Call Center Contact Center 59

Comm100

NOVEMBER 25, 2020

Whether it’s businesses, government agencies, or banks, technology is helping the customer support teams of these organizations evolve from being simple support providers to a full-fledged growth engine. In addition to these time-saving and accuracy capabilities, another feature worth mentioning is better security.

CRM 52

CRM Customer Service Banking Chatbots 52

JivoChat

SEPTEMBER 8, 2021

Online tools, eBook samples, templates, and webinars are all great places to start! Lastly, Search Engine Journal, another digital marketing expert, has a series of eBooks that work well as lead magnets. On their page for their keyword research and SEO eBook , they outline the benefits and general information about the book.

Sales 52

Sales Brand ambassadors Engineering Marketing 52

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…”. For more on this topic, see our eBook Guide to Call Center Metrics. Which is really a “key” performance indicator?

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

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

ChurnZero

MARCH 22, 2022

A little bit of friction can be helpful sometimes, like the use of two-factor authentication for online banking, but too much can be a serious problem. Reducing customer friction points means minimizing effort for your customers and, in the long run, maximizing revenue for you.

Customer retention 98

Customer retention Sales Analytics Advertising 98

Infinity

SEPTEMBER 1, 2021

Our eBook on optimising the automotive customer’s experience explains more about how you can build a bank of intelligence to guide and inform all of your customer interactions. Interested? Let’s talk.

Automotive 52

Automotive Advertising Banking Analytics 52

Fonolo

AUGUST 28, 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. Our favorite chart: eBook: The ROI of Call-Backs for Your Call Center. The interviews were conducted earlier this year. More here. .

Contact Center 65

Contact Center Call Center Abandon rate Surveys 65

Playvox

AUGUST 11, 2022

It can build a valuable bank of data to inform business decisions moving forward, based on information that comes directly from users. Related eBook: The 2022 QM Success Blueprint: Improve & Monitor Your Contact Center Agents. Chat lets agents communicate directly with customers, as well as track and solve questions and issues.

Analytics 83

Analytics Customer Support Benchmark Accountability 83