How Branchless Banking is Changing the Conversation

Revation Systems

At the foundation, banks were established to provide a place for people to store and leverage their earnings as well as receive financial assistance for planning, loans, etc. The future of banking, on the other hand, is much more than what we’ve seen so far. Banks Themselves Save Money.

Chatbots’ Impact on Banking and Healthcare

Revation Systems

The number of enterprises that implemented AI grew 270% in the past four years and tripled in the past year, according to the Gartner, Inc. Let’s take a look at how chatbot technology is impacting customer support in the banking and healthcare industries. Banking Chatbots.

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Chatbots’ Impact on Banking and Healthcare

Revation Systems

The number of enterprises that implemented AI grew 270% in the past four years and tripled in the past year, according to the Gartner, Inc. Let’s take a look at how chatbot technology is impacting customer support in the banking and healthcare industries. Banking Chatbots.

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.

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

Beyond Philosophy

It is having most impact, and will likely continue to do so, in traditional industries such as retail banking. Digital innovation in banking can be seen in the transformative way people transact and organize their finances. Michael Lowenstein, Ph.D.,

Modernizing the Enterprise with Back Office Automation

Verint

Work performed in the back office in industries such as banking, healthcare, outsourcing and insurance includes processing claims, managing logistics, maintaining records, ensuring compliance and handling prescription orders. In my last post on automation and AI , I discussed how conversational AI-powered intelligent virtual assistants (IVAs) are generating a large amount of interest in the customer engagement industry.

3 Statistics that Prove Banks Have a Problem

Clarabridge

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. US and European banks paid $65 Billion in fines in 2014.

Bank of the West | Machine Learning & Customer Experience

pindrop

Bank of the West is Pindrop’s latest partner in the fight against fraud within the phone channel. Focused on its award-winning relationship banking approach and customer service, Bank of the West enhanced its customer experience by adopting our fraud solution. Pindrop’s machine learning technology allows us to better know our customers and more effectively protect their assets,” said Patricia Nowak, Head of Enterprise Customer Experience for Bank of the West.

Enterprise Connect 2017: Contact Center Round-up

NICE inContact

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. The post Enterprise Connect 2017: Contact Center Round-up appeared first on inContact Blog.

Customer Engagement is an Enterprise-wide Imperative

ClearAction

Customer Engagement is an Enterprise-wide Imperative Lynn Hunsaker. It’s an enterprise-wide imperative. Accordingly, executives must foster unquenchable thirst to think outside-in enterprise-wide. We see this in banking and insurance industries, particularly.

Stratifyd CEO, Derek Wang, Featured on Bank On It Podcast

Stratifyd

Stratifyd CEO, Derek Wang was recently interviewed by John Siracusa, host of the Bank On It podcast. Wang and Siracusa discuss different enterprise solutions with our AI-powered platform, why Stratifyd was founded, and how the company has evolved over the last four years. “As Bank On It uncovers the stories behind innovative leaders and entrepreneurs in the financial services space, their creations, and the important topics in fintech today. Estimated reading time: 1 minute.

Stratifyd CEO, Derek Wang, Featured on Bank On It Podcast

Stratifyd

Stratifyd CEO, Derek Wang was recently interviewed by John Siracusa, host of the Bank On It podcast. Wang and Siracusa discuss different enterprise solutions with our AI-powered platform, why Stratifyd was founded, and how the company has evolved over the last four years. “As Bank On It uncovers the stories behind innovative leaders and entrepreneurs in the financial services space, their creations, and the important topics in fintech today. Estimated reading time: 1 minute.

Why RPA can be the Backbone for Front End Enterprise Digital Transformation

Jacada

Why RPA can be the Backbone for Front End Enterprise Digital Transformation.

AI will shape the future of digital banking

Aspect

With the commoditization of banking services, the biggest differentiator for banks today is customer experience. Customers are far more likely to choose a bank based on factors such as the ease of navigation or quality of issue resolution; rather than on the actual offerings. This creates a challenge for the banking industry that is already in a state of flux and is grappling with the rise of more tech-savvy & “born in the cloud” banks.

Enterprise Feedback Management: Understanding The Need

Feedback

Understanding enterprise feedback management is essential in today’s economy. Today, Enterprise Feedback Management systems are used by diligent businesses in many different sectors such as travel, retail, health industries, financial services (such as brokerage and bank institutions), manufacturing, etc. A powerful Enterprise Feedback Management system will have a powerful impact across your entire business.

Remove friction from the contact center experience

TRUSTID

When it comes to improving banking efficiencies and protecting customers over the telephone channel, contact center supervisors have traditionally relied on knowledge-based information to authenticate customers.

Demonstrating Customer Engagement Success through ROI Models

Verint

Analytics powers $1M in savings for a leading retail bank. A global provider of business process management (BPM) services leveraged multi-channel insights to drive an 18% reduction in cost-to-serve for a savings of more than $1 million per year for a leading retail bank. Are you engaged in a customer engagement optimization initiative that you feel has the potential for broad impact at your organization?

Transformation Includes Branch Staff Mobility

Verint

The bank branch remains a critical delivery point for the provision of financial services to both retail consumers and small business. Banks are looking for the right balance of capabilities for transactions, sales, service and marketing. Utilization of next-generation technology and solutions aimed at the bank employee will be required for true transformation.

Banks continually challenged with securing growing sales channels

TRUSTID

Along with providing faster and more convenient ways to bank, financial institutions are constantly challenged with making sure all of their customer channels are protected. The problem with offering customers more tools for customers to bank remotely is the ability to successfully secure the growing number of sales channels without impacting the user experience. And this says nothing about the damage that security questions can have on the goodwill of banking customers.

Why Nuance introduced a cloud-native biometrics platform

Nuance

Fraud is unrelenting. According to the ACFE’s 2018 Report to the Nations, it’s now a $4 trillion global problem.

Remove friction from the contact center experience

TRUSTID

When it comes to improving banking efficiencies and protecting customers over the telephone channel, contact center supervisors have traditionally relied on knowledge-based information to authenticate customers.

How a Great App Can Help Your Bank Achieve Its Customer Service Goals

CSM Magazine

Banks continue to report that enhancing customer service is their number one priority. There was a time when you could walk into a bank and tell the size of its budget based on look and feel alone. In fact, most of the top-rated mobile banking apps are from credit unions.

Branch Launches New Debit Card, Zero-Fee Banking

Branch Mesenger

We're thrilled to announce that Branch is partnering with Mastercard and Evolve Bank & Trust to launch a free digital checking account and debit card for hourly workers. Branch Launches New Debit Card, Zero-Fee Banking. About Evolve Bank & Trust. It's FINALLY here!

Are Your Back-Office Operations in the Dark Ages?

Verint

Is your organization still plagued with operational silos? Are you chained to outdated legacy systems? Is meeting customer demand and expectations the focus of just the front office, or your entire company?

Portugal’s Largest Private Bank Leverages PSIM for Operational Savings

Customer Interactions

When we think about the necessity of security, banking is an industry that immediately comes to mind. For banks, investing in security is simply a part of day-to-day business. Millennium bcp, Portugal’s largest bank,is an excellent example of how an enterprise can enhance its security while also achieving enormous savings. And, consolidated, centralized control plays only one part in the impressive operational savings the bank is reaping.

As You Work Toward Digital Transformation, Don't Forget Your People

Verint

One of the most often-used phrases in financial services technology today is "enterprise infrastructure." In recent discussions with IT executives, I've heard them speak of "enterprise data architecture," "enterprise risk management," and so on. DX will depend on the ability of the organization to create enterprise-wide capabilities like enterprise data infrastructures.

KCB Bank Improves Customer Experience Using Sparkcentral Customer Service Platform with WhatsApp Support

CSM Magazine

Sparkcentral today announced that KCB Bank Kenya customers will now be able to interact with the Bank via the popular messaging service WhatsApp. The Bank has deployed the Digital Customer Service platform designed by Sparkcentral.

The Future of Voice, Fraud, and the Impact to CX | A Recap

pindrop

Banks and the insurance industry are experiencing a higher level of fraud, with a 20% and 36% increase in fraud year over year respectively. Additionally, a lot of enterprises rely heavily on KBAs, or knowledge-based authentication questions, which function as secrets for security.

Call Center Fraudsters | Voice Morphing, Social Engineering, and the Need for Authentication

pindrop

banks, top five U.S. insurers, and additional enterprise call centers to find recurring techniques used by fraudsters. Authentication Bank fraud Consumer Fraud Identity Phone Fraud Phone Scam Phone Security Threats Pindrop Pindrop® Labs Social Engineering Vishing

Preparing Your Business for the API Economy

Nexmo

When you think of APIs it’s likely that some big names come to mind: Nexmo, the Vonage API platform; Stripe for payments; or one of the new Open Banking APIs. Think about banking. Outside of start-ups, traditional retail banks are investing in public APIs.

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Instant Messaging for Business – Future of Corporate Communication

REVE Systems

Can you draw the future of enterprise communication? Communication plays a fundamental role in all facets of any Enterprise. But slow entrance of Instant Messaging is newly shaping the Enterprise communication idea in the recent years.

How to Leverage Employee Feedback on Your Customer Experience

PeopleMetrics

We're also launching an elearning course for banking professionals who want to learn about customer experience strategy. If you can tell, we’re fans of using feedback in your customer experience strategy. It helps you gain perspective. It helps you keep tabs on your experience.

Physical Security in Retail Banking: A cost of doing business, or opportunity to build a stronger ROI?

Customer Interactions

There are few industries that spend more on physical security than retail banking. With hundreds or even thousands of branches to secure and protect, banks invest in all types of technologies, from CCTV and access control to fire alarm and vault management systems. Monitoring and managing these systems across the enterprise can be costly as well. There are few industries that spend more on physical security than retail banking.

The customer conniption! Identifying the ‘final straw’ moment

ijgolding

Despite that, it is a nugget that has refused to leave my memory banks ever since – which has led to me deciding to write about it today. The company I have been using for the last two years is Enterprise Rent a Car.

Top contact center authentication stories of 2017

TRUSTID

To protect themselves, consumers need to work with the credit monitoring agency and their bank to closely monitor their credit activity for, what some experts believe, the rest of their lives. When you have it, you still have to continually work to maintain it, which all banks do.

A Call Center with more Bang for your Buck

Cisco - Contact Center

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. Through the experts at Base, Mcredit implemented Cisco’s Packaged Contact Center Enterprise (PCCE), a web-based system that met all their wish-list criteria. Partner Base Business Solutions Cisco Cisco Packaged Contact Center Enterprise Cisco Partner contact center Mcredit Partner Success Story PCCEPartner Success Story.

Beware These 5 Dangerous IT Security Challenges

Jive

IT security challenges: the frightening new normal for enterprises. With every headline about the latest data breach, enterprises like yours become more aware of IT security challenges. In contrast, enterprises are often slow to respond when vulnerabilities are revealed.

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The Transparent Customer Experience: how measurement can benefit both company & customer

ijgolding

I am writing this blog having just watched a Hollywood movie about the 2008 banking crisis – The Big Short, featuring Christian Bale, Steve Carell, Ryan Gosling and Brad Pitt is a tough watch – not because of the quality of the acting, but because of the almost completely unbelievable plot.

Consumers Can Research a Company and Schedule Appointments Faster and Easier

Natalie Petouhof

This enables the broader sharing of resources across the bank enterprise, whether they are in a contact center or another location. Following these interactions, key metrics can be automatically added into the bank’s performance management scorecards, enabling them to track customer satisfaction, gauge customer wait times and other efficiencies, determine interaction success rates, and identify areas for training and development.