Digital Trends and Technologies Transforming CX in Banking and Finance

Tenfold - Contact Center Blog

The taste of this new class of customers clashes with the traditional mode of service that dominates the finance sector. A 2017 report by Accenture indicated that 71% of financial services consumers are open to using “entirely computer-generated support for banking services.”

Banking Strategies: A guide to effective fintech in 2019

Noble Systems

In the current issue of Banking Strategies, published by the Bank Administration Institute, Noble Systems Vice President of Marketing, Lee Allum, explores how banks and other financial institutions are using “Fintech” – the commonly used nickname for financial technology.

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Banking Strategies: A guide to effective fintech in 2019

Noble Systems

In the current issue of Banking Strategies, published by the Bank Administration Institute, Noble Systems Vice President of Marketing, Lee Allum, explores how banks and other financial institutions are using “Fintech” – the commonly used nickname for financial technology.

HITRUST: Healthcare and Finance’s Secret Connection

Revation Systems

For instance, a customer trying to reach their local bank branch may initiate the conversation through a chatbot on a mobile app. The post HITRUST: Healthcare and Finance’s Secret Connection appeared first on Revation Systems.

HITRUST: Healthcare & Finance’s Secret Connection

Revation Systems

For instance, a customer trying to reach their local bank branch may initiate the conversation through a chatbot on a mobile app.

Wir gratulieren!! Aspect Kunde Hoist Finance gewinnt ECCCSA Silver Award

Aspect

Wir freuen uns über den silbernen ECCCSA-Award unseres langjährigen Aspect Kunden Hoist Finance. Diesen Preis hat Hoist Finance in der Kategorie “Most Effective Implementation of Technology“ für die Implementierung der cloudbasierten Contact Center Software Aspect Via ® gewonnen.

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. 83% of customers find it easy to switch to a different banking provider.

Bank of Communications - Teleopti’s First Customer on the Chinese Finance Market

teleopti

Teleopti, a global provider of Workforce Management (WFM) solutions for large contact centres, has received an order for their workforce management solution, Teleopti WFM, from the Bank of Communications, a leading bank in China. The leading Bank Application and System Integration provider, Yucheng Technology, is responsible for this project delivery together with Teleopti.

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. 83% of customers find it easy to switch to a different banking provider.

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.

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.

The core strategies of curating winning customer journeys in finance

Infinity

As well as being invited to speak on a panel discussion around taking advantage of technological innovation in finance, we were eager to have conversations about how finance brands are improving the experience they are offering their customers.

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.

Voice Biometrics In The Finance Industry

Salmat

The challenge is how to protect the bank and the customers’ personal and financial access while also creating a positive customer experience with short call times and without the sometimes annoying security questions says Brett Feldon, CTO of Speech Solutions at Salmat For those operating in the financial services industry, security and detecting fraud will always be of paramount importance.

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.,

A No-Fuss Approach For Engaging Finance Advocates

Influitive

Those who work in finance are detail-oriented, consummate professionals. They can seem like outsiders, working a monotonous—often thankless—job, but the work that finance professionals do is critical to any business. The secrets to engaging finance advocates.

At A Fork In the Road: As a Customer Relationship Driver, Where Is Branch Banking Headed?

Beyond Philosophy

Both quotes seem to apply to what is currently transpiring with retail branch banking, and where it seems to be trending. Banks can’t quite make up their minds about what branches are supposed to be. At a time when banks are closing branch locations at a record pace (over 1,400 in 2014, with Bank of America, alone, closing more than 140) that is likely to continue, the need for the services they offer remains pretty much the same. Why does banking have to be a chore?

The Call Center Can Be a Thin Line Between Love and Hate

Callminer

I was prompted by a BBC.com articled entitled ‘ Which banks do customers love or hate? ’ The research by the UK’s Competition and Markets Authority (CMA) into the customer service rankings of 16 UK banks shows a whopping 36% difference between the highest and lowest scoring banks.

Countries that approved video identification in banks

RichCall

In this post I’ll try to list the countries allowed their banks to identify clients through video. A new reading of Germany’s money laundering law by the German Ministry of Finance in March 2014 has paved the road for this innovation.

7 ways banks can transform customer experience

Eptica

Date: Friday, November 13, 2015 7 ways banks can transform customer experience. Author: Dharmesh Ghedia Banks and other financial service providers are facing unprecedented challenges. Published on: November 13, 2015.

4 key barriers to challenger brand growth; a focus on retail banking

Maru/Matchbox

According to the latest finance results from Maru/edr , reliability and trust remain the two main drivers behind consumer banking choices. Yet, further results published just twelve months ago indicate that the finance industry is the least trusted sector amongst UK consumers – just 45% of UK consumers trust their financial institution of choice. After all, two thirds of consumers cite trust as the main driver of their retail banking decisions. finance VoC

How to Evolve Banking Customer Experiences for Survival

PeopleMetrics

This was the terrifyingly binary challenge Joe Sullivan , CEO of Market Insights delivered to a group of banking execs last Friday at the N.J. Joe shared some statistics that would make less-intrepid bank executives contemplate a career change. "Evolve or Die".

The 10 steps to digital customer experience success in banking

Eptica

Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. Think about it – when was the last time you went into a bank branch, excluding to use the ATM?

The Importance of Improved Customer Experiences within the UK Banking Sector

CSM Magazine

The UK banking industry is nothing short of cut-throat with financial giant Barclays losing more than 10,000 customers during the second quarter of 2017. Luckily there are numerous strategies can be employed to help enhance the customer experience of a bank or other financial institution.

Kerching! Banking and Financial Services Top UK Customer Satisfaction League

CSM Magazine

The banking and financial services sectors have the best levels of customer service satisfaction in the UK – that’s according to Bright, which today released the results of its first ever ‘Industry Satisfaction Survey’, via its latest Customer Experience Report.

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!

Feasting on the Benefits of Digitally Transforming Industries

Revation Systems

Many industries, such as healthcare and banking, are also looking back on the year and finding areas to be grateful for. Perhaps the most notable, and the one that’s creating the most buzz in the healthcare and banking industries today, is digital transformation.

Concentrix Wins Technoviti

Concentrix

Banking Frontiers Awards Concentrix for Technology Innovations Mumbai, India – Concentrix shined once again as one of the key innovation leaders in BFSI sector by bagging two Technoviti awards for our Trade Finance and Supply Chain Finance products, TradeFree™ and Factorin™. The organizers of these awards, Banking Frontiers, have been facilitating the spread of excellence in.

When It Comes to Security, Consumers Must Show Vigilance

Revation Systems

Despite this increasing awareness, many consumers remain in the dark about these types of vulnerabilities or rely solely on the security measures implemented by institutions such as banks, websites, retail stores and health clinics — without knowing that their own choices could put them at risk.

When It Comes to Security, Consumers Must Show Vigilance

Revation Systems

Despite this increasing awareness, many consumers remain in the dark about these types of vulnerabilities or rely solely on the security measures implemented by institutions such as banks, websites, retail stores and health clinics — without knowing that their own choices could put them at risk.

Capital One Announces Launch of DevExchange / Offers New APIs

Natalie Petouhof

They are starting something new again by becoming one of the first banks to open their platform to external developers and partners. A place to access technology that is essential to people’s everyday lives – money, finances, and identity. It’s time that banking and financial services catch up to the rest of our digital-enabled lives. Tweet. Starting something new is exhilarating, daring and, at times, even daunting. People who create know this.

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Customer feedback and trust; how a lack of feedback opportunities is costing the financial services industry dearly

Maru/Matchbox

Retail banking firms are now regularly monitored on their customer policy and the FCA are increasingly taking an active approach to ensuring retail banks and beyond meet their customer policy commitments. Yet, alarmingly, our research indicates that less than half (45%) of those surveyed have been asked to take part in a structured feedback process for their bank or financial institution in the past 12 months. Customer Feecback finance Voice of the Customer

The Spotlight Is On the Back Office—Finally!

Verint

In addition, these functions have purpose-built solutions to help them be more effective, such as workforce optimization for contact centers, talent management solutions for HR, and core banking systems for financial services.

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Social Customer Service Rankings: Where Do You Stack Up?

Chad Schaeffer

Ever have an issue with your finances? Banking is also an online and mobile experience, making it easy to launch Twitter and tweet a question or concern by consumers comfortable with social media.

Focusing on Service Journeys

COPC

It goes without saying that whenever a person’s finances are involved, their anxiety can raise to quite high levels if an unexpected delay or impediment puts their finances out of reach. Another Banking Issue .

Collaboration is the key to fighting identity fraud – join Aspect and the GSMA at the Verify Innovation Day

Aspect

The advent of internet banking – and more recently, mobile banking – has changed the fraud landscape forever, not least because most fraudulent incidences are overwhelmingly taking place via internet channels.

Branch uses Mastercard Send™ to push funds instantly to U.S. debit cards

Branch Mesenger

We understand that an unexpected emergency or bill timing can derail finances. That's why we’re proud to partner with Mastercard , Evolve Bank & Trust , and TabaPay to ensure that hourly workers can get earned wages instantly to manage income volatility and meet their financial needs.