How Mobile Banking is Redefining The Customer Relationship


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.

The Distraction Factor: In Times of Disruption, Fraudsters See an Opportunity


He entertains himself (and his mom as much as possible) with his LeapPad lessons and his dad’s old iPad. Authentication Bank fraud Fraud Pindrop

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Combating global phone fraud


utilities, entertainment and membership services, authenticate callers faster and increase their fraud-fighting ROI. Keeping up with effective authentication solutions to combat phone fraud and identify callers more efficiently is a growing challenge for contact centers around the globe.

CX: The Shift from Call Center to Contact Center

Revation Systems

In his 1998 book, The Experience Economy , Joseph Pine observed that the world was shifting in such a way that experiences would become the predominant economic offering — characterized by entertainment, education, esthetic and escapism at varying levels of participation and absorption.

501 Ways to Roll Out the Red Carpet for Your Customers by Donna Cutting (a One Win Book Review)

Customers That Stick

You’ll find examples from a variety of fields, from healthcare, banking, and entertainment to small. In this One Win Book Review, we take a look at 501 Ways to Roll Out the Red Carpet for Your Customers by Donna Cutting.

You Are Known by Your Works

Chip Bell

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. When the bank purchased Barnett Bank, the largest bank in Florida, McColl commissioned the construction of a large high rise bank building in Tampa which the locals called the “Beer Can Building.”

How to Make Your Customer Experience Convenient

Beyond Philosophy

We all know that Netflix is convenient, you just subscribe and your entertainment is waiting for you (often with pretty spot-on suggestions). Huntington Bank recognized that bankers’ hours were not convenient.

How telemarketing services help support & grow your business

Quality Contact Solutions

Commercial Banking Appointments – The QCS team knows how to set well-qualified appointments. Media and Entertainment – Our team has conducted millions of promotional calls for radio stations across the U.S. By Jill Sysel-Barton, Reporting Specialist.

Critizr Now Integrates With Google’s Business Messages

CSM Magazine

Founded in France in 2012, the Critizr platform is today used in 25 countries by over 80 of Europe’s biggest companies across 20 different sectors including retail, banking, travel, entertainment and hospitality.

5 Top Customer Service Articles For the Week of May 1, 2017


So when a several big brands in the beverage, transportation, banking and airline industries were suddenly in the global media hot seat, we had a laugh and productive conversations behind the scenes.

How to Make Your Customer Experience Convenient

Beyond Philosophy

We all know that Netflix is convenient, you just subscribe and your entertainment is waiting for you (often with pretty spot-on suggestions). Huntington Bank recognized that bankers’ hours were not convenient.

5 Top Customer Service Articles For the Week of July 11, 2016


Prime examples include being slapped with a double ATM fee for a cash withdrawal (the fee charged when you use an out-of-network ATM and then the penalty that your own bank imposes). Each week I read a number of customer service articles from various online resources.

Websites lead the way for UK customer service


The difference in performance within individual sectors is also worth highlighting – one entertainment retailer scored 100% and another 5% (failing to fully answer any questions at all). Date: Thursday, March 31, 2016 Websites lead the way for UK customer service.

Brand Move Roundup – April 9, 2020

C Space

More business chiefs and entertainment industry figures have stepped up to offer sizable sums in donations to various charities and aid organizations. Barclays bank plans to donate £100m ($123m) to charities addressing the COVID-19 pandemic and its fallout.

3 Little Words That Can Lose a Customer

CSM Magazine

He took out a 30-year mortgage with a bank just three blocks away. This bank is also where he maintained his checking accounts and his life savings, which amounted to a good deal of money as he saved over the years. I want to take it to the bank in person.”

Set a customer service culture with three steps to welcome


A British gentleman working in global logistics, his American entertainer wife who recently became a mother, an Australian event coordinator and me. We talked about the service we received at retail stores, banks, restaurants, hotels and airlines around the world. What a conversation!

Teri Yanovitch: Everything Speaks!

Bill Quiseng

Using the entertainment analogy of “onstage” and “offstage”, cast members are constantly reminded the importance of recognizing they are “onstage” every time they step into a guest area.

Brand Move Roundup – April 22, 2020

C Space

Major League Soccer has launched the MLS Unites and Train with MLS programs – designed to educate, entertain and celebrate heroic efforts during the pandemic. The Brand Move Roundup – April 22, 2020.

The Always-On Relationship: Q&A with Tien Tzuo, CEO, Zuora

C Space

We simply tap into services to really meet our needs, whether those needs are we want some entertainment, we want to do some work, or we want to get from point A to point B. They’re not really after a movie; they want entertainment. Bernie Banks: Leadership is Influence.

Cyber Security Month: Beware emerging tech's dark side


We'll even share our personal details — and hand over our bank card details if something's really worth paying for. AI-based voice assistants to manage our lives, curate our entertainment and pick out products. Consumers adore new technology — but criminals love it too.

Brand Move Roundup – July 31, 2020

C Space

Lloyds Banking Group is reviewing the amount of office space it uses, becoming the latest large UK employer to take advantage of a homeworking trend during the Covid-19 pandemic. The bank, which has 50,000 of its 65,000 staff working from home, recently polled staff and found 89% felt they were adapting well to the change. The Brand Move Roundup – July 31, 2020.

6 Customer Retention Strategies that are Here to Stay


It will surely get your brain and bank account working overtime. As drab and lifeless as this concept has known to become, it can be an extremely entertaining and interactive feature on your platform if used correctly, like shown in the example above.

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency


Prior to co-founding C3 Metrics, Greenfield was a recognized thought leader in the area of Branded Content as publisher of Branded Entertainment Monthly, a joint effort with VNU Media, detailing industry statistics, gaps, and trends.

2018 Customer Experience Trends

The Center for Client Retention

Banking reviews is a great investment in the future for any service professional who consistently earns high marks from customers. The technology allows the server to know guests’ names, their dining and entertainment preferences, and (naturally) their room and account numbers.

What Is a Good Net Promoter Score

ProProfs Chat

Banking. Online Entertainment. Recommendations work like magic, especially when a customer recommends a company/brand to a friend, family & colleague. These customers tend to repeat their purchase and act as brand advocates at various events/situations.

How to Create Your Punch List for Quick CX Wins

Experience Investigators by 360Connext

Have you ever lived through a major renovation project or lived through construction of a house or condo? I say “lived through” because it can be harrowing, on a #firstworldproblems level for sure, but harrowing nonetheless.

Social Media is the Fastest Channel for Customer Service According to New Research

CSM Magazine

One entertainment retailer failed to fully answer a single question, yet another in the same sector asked the same 10 questions successfully, scoring 100%. One entertainment retailer answered a question on Facebook in 6 minutes, yet took 152 hours to respond to the.

Smart Home Market Analysis – Expectations vs. Reality


Outages result in dark homes when wireless light bulbs will not turn on, cold homes when smart thermostats cannot function, and quiet homes when entertainment systems cannot be operated. All eyes were on the smart home market in 2017.

Mobile-focused Customer Support: Why It’s Important and Where to Begin


Mobile games continue to be the highest download category, followed by entertainment, social media, and communication apps. . Entertainment apps, like streaming services, will address many of the same issues like subscriptions or service outages. Finance apps unchained customers from visiting banks. The traditional customer support experience has been calling a helpline, being placed in a queue, and waiting for an agent to answer.

Brand Move Roundup – April 14, 2020

C Space

Allstate called it a “ Shelter-in-Place Payback ” program, saying most customers will receive 15% of their monthly premium in April and May through a credit to their bank account, credit card or in their Allstate account. The Brand Move Roundup – April 14, 2020.

50+ Customer Engagement Statistics for 2020

ProProfs Chat

In the category of online entertainment, Netflix was the leading brand with a ranking of 89 percent in terms of how the brand met consumer expectations versus the consumer-generated, category-specific ideal. “Your most unhappy customers are your greatest source of learning.” — Bill Gates.

B2B 108

7 Essential Podcasts for Sales Reps


Much like sales books , podcasts allow sales professionals to learn directly from industry experts, without breaking the bank on conference fees. He also shares stories from his time working in Silicon Valley that are intended to both entertain and inspire. Podcasts are an excellent resource for people working in sales roles. Podcasts also have the added benefit of timeliness, allowing listeners to stay up to date on the most recent news and advice.

Sales 50

Relationship Marketing: Not Glamorous but Essential


For instance, Starbucks customers love the loyalty features of its app so much that Starbucks Rewards now holds more money than some banks. One of your key goals as a marketer should be to optimize the overall lifetime value of your customers. These tips will help you achieve that goal.

Forgotten Facts & Fantasies of Customer Delight


In the bank, I was treated to a comfortable sofa, coffee and a TV channel to watch, as my name moved quickly up the waiting list on the large central screen. Cozy blankets and pillows are provided, together with headphones and a personal entertainment system.

5 Ways AI and Machine Learning Are Automating Customer Service in 2019

CSM Magazine

This scores massive customer loyalty points for AmEx and sets them up as a modern banking services provider that truly cares about its customers. Disney’s theme parks provide rich, entertaining experiences for the entire family.

The Role Of AI In Customer Experience


Self-driving cars will use their knowledge of preferred routes and in-vehicle entertainment drawn from past behavior to optimize daily commutes and long roadtrips. This eliminates the agent-based sorting that frustrates bank customers around the world. By Will Thiel.

How to Communicate your Way to a Better Customer Experience


One of our clients in the retail banking sector has taken deliberate steps to strengthen internal working relationships by showcasing the successes of employees in all departments—not just those on the front line. Are you on Slack ? If not, chances are you will be soon.

Taking Customer Service From Good to Great!

CSM Magazine

They knew that the number one complaint of passengers was lack of in-flight entertainment options, so they put a personal tv screen into the back of every seat. Customer needs in the banking industry will differ greatly from needs in the auto industry.

Who are you #onholdwith? The Top On-Hold Offenders in the Airline Industry


As much as these make for an entertaining read, they offer a lesson for contemporary businesses: Be mindful of social media as a new customer service channel, and have social media agents on hand to monitor burns against your brand.

Security Tech Crosses Over to New Frontiers

Customer Interactions

Who would have thought that a cellphone would go from having a singular purpose of making and receiving calls to being used for everything from filming videos to mobile banking? Variations of these applications can be used in similar environments such as stadiums and large entertainment venues, where customer satisfaction and crowd management are important. Technology always seems to evolve in ways that we cannot anticipate.