Making Customer Experience Fun! The Budapest Bank CX Crossword Puzzle


This is a post about customer experience (CX) transformation – about the incredible work being done by a bank in Eastern Europe in their quest to become sustainably customer centric. Budapest Bank had actually started its customer experience program at the end 2015. The main objective was – by placing the CX mission in the centre of the banks thinking – to help customers to concentrate on and realise the most important things in their lives.

COPC Inc. China User Group Annual Meeting


On November 8, 2019, the COPC China User Group Meeting was successfully held in Shanghai. As the application of unassisted channels has increased, and with input from regional user groups, it has become an important part of the latest release of the COPC CX Standard.

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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. With the rise in popularity and ubiquity of smart devices, digital channels have become the most preferred customer communication preference, which has banks upping their digital banking game today.

FREE Temkin Group Industry CX Webinars

Experience Matters

Temkin Group publishes a large amount of industry- and company-specific research, so we often do webinars that highlight what’s happening in customer experience in those industries. The post FREE Temkin Group Industry CX Webinars appeared first on Customer Experience Matters®.

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.

Virtual Agents in 2020: Usage Spikes and the Banking Sector

Creative Virtual

In fact, our very first enterprise customer was a large financial services group – and they are still a customer today! However, the Banking sector has continued to see increased usage throughout May, June and the first week of July compared with the first two months of 2020.

How Banks are Improving their Complaints Management


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. Prior to working with Clarabridge, a large global bank struggled with analyzing and reporting on complaints data. By working with Clarabridge, this bank resolved these challenges. after improving the online banking log-in process.

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?

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. It is also impacting financial service cultures, as it forces banks to shift from a largely product-centric perspective to a customer-centric one. Needs a bank’s product to support their activities (home purchasing, auto loans, etc.).

Rankings show banks are doing well – are you keeping up?


I always look forward to reviewing the customer experience report that the Temkin Group puts out each year. I suppose the results may come as a surprise to some, but not to […] The post Rankings show banks are doing well – are you keeping up? The Temkin Experience Ratings use a survey of 10,000 US consumers to rank companies and industries on the basis of customer experience alone.

Share and share alike: why user groups and collaboration work


Our digital identity division has already paved the way for many banks and payment services providers to knowledge-share and liaise closely with mobile network operators to fight fraud as a unified force. For more information on our user groups visit our Be an Innovator page here. The post Share and share alike: why user groups and collaboration work appeared first on Aspect Blogs.

Redefining Convenience for the People of Africa: an Exclusive Interview with Mr. Joseph Kuvor, Customer Experience and Marketing Group Head, Zoona Transactions International

Customer Guru

Mr. Kuvor is the Group Head of Customer Experience and Marketing at Zoona Transactions International, a financial services organization based in Africa. In Africa, it is already known that an access to financial services is not available to all the people because of requirements of the banks across Africa. It is just that the current banking system excludes a lot of people.

TD Bank Made Me Cry and Reached Millions of Customers


TD Bank made me cry today. Picture this: I’m at my desk in an open-office workspace, when a co-worker IMs me a video about TD Bank. I had previously written on switching from TD Bank to an online bank named Simple , so I’m interested, and I click the link. Emotional and striking, this video is a brilliant example of making the banking experience personal. TD Bank, however, is trying to change that. Smart thinking TD Bank.

How to Evolve Banking Customer Experiences for Survival


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. But the bank execs in attendance were open to facing the daunting facts, such as: Small banks are dying out. Trusted non-traditional entities are now in the consideration set for consumers' banking needs.

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. TSB, one of the banks that gained a significant number of customers, conducted their own research into the account-switching phenomena and found that the ‘Big 5’, namely Barclays, HSBC, Lloyds, NatWest/RBS and Santander, only did the absolute bare minimum to keep their customers happy.

How to Prepare Your Bank for Ongoing Customer Feedback and Action


Early on, our most successful banking clients took time to plan their programs with representatives from branch operations, contact centers, and digital channels. Here's the typical approach to acting on customer feedback for a location-based business like a bank: the branch or channel that owns the customer, or the interaction is responsible for follow-up. But some banks take a hybrid approach. We recommend piloting in a region or among a small group of customers.

Capgemini Releases the World Retail Banking Report 2016: Customer Experience

Natalie Petouhof

Tweet Capgemini and Efma today released the 2016 World Retail Banking Report (WRBR). The comprehensive survey data in this report, gathered from polls of 16,000 customers in 32 countries, as well as over 140 industry executives around the world, is designed to assist banks in understanding the current competitive landscape and mapping out their strategic responses. The information in this report will help banks to: Assess current levels of customer experience.

Report: Net Promoter Score Benchmark Study, 2018

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. To compare scores across organizations and industries, Temkin Group measured the NPS of 342 companies across 20 industries based on a survey of 10,000 U.S. Here are the highlights from this benchmark: With an NPS of 65, USAA’s banking business earned the highest score in the study, followed closely by its insurance business Read More.

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. Mega-banks would have luxuriously decorated spaces, whereas locally owned branches may not have been as elegantly styled but made up for it with “know your first name” customer service. In fact, most of the top-rated mobile banking apps are from credit unions.

Financial Services and Gamification: Train, Motivate & Retain

Noble Systems

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.

As Branches Evolve, So Will the Workforce


Bank branches have gradually evolved over the last decade. In lieu of the traditional brick-and-mortar design with designated teller lines, sales and lobby areas, many banks are transitioning their branches into newer formats to modernize and meet market demand. Let’s explore three ways banks can better manage their changing branch workforces. And banks will need to be able to analyze performance data not only by employee, but by role, branch, branch type and market.

Can Better Questions Lead to More Wallet Share?

Integrity Solutions

by Mike Fisher Every week, a customer comes into the bank branch to make his business deposits. And then one day, after exchanging the usual pleasantries, the teller asks him if he’s familiar with the bank’s mobile deposit solution.

Authenticity – the key to unlocking the greatest Customer Experiences? Featuring case studies from Weleda and Old Mutual Zimbabwe


Right now, the world’s largest car manufacturer, Volkswagen Group, is in the midst of a crisis – a crisis driven (excuse the pun) by an alarming lack of authenticity among other things. The global banking crisis and enormity of the PPI mis selling scandal have all contributed to what could only be described s a TOXIC culture in the corporate world. Old Mutual Zimbabwe is one part of a global financial services giant – Old Mutual Group.

Metrics That Matter: Average Handle Time

Taylor Reach Group

Think: you’ve got some easy, straightforward calls such as, “what is my bank balance,” to use a financial example, or, “I just need to change my address,” to longer, more complex calls like, “why is this transaction taking place,” or, “I need to fix this within the record that I have.” AHT: the Most Misunderstood Metric in Call or Contact Centers. By John Cockerill. Average handle time is a wonderful tool.

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. It is part of what used to be known as the Orient Express Group , which recently changed its name to the Belmond Group because it offers more than just train services. I mention this group because they have customer delight in their blood.

The Customer Service and Experience Summit – a pan-European event focused solely on the changing face of customer experience and customer service


I am therefore very excited to be able to share the news that Incite Group’s Customer Service & Experience Summit Europe (18-19 Sept) comes to London for the first time. About Incite Group.

Demonstrating Customer Engagement Success through ROI Models


Are you working on an automation or robotics project where you wish you could have just one more round of funding from your business unit’s budget—or just one more shared resource from the IT group? The operations group responsible for the back-end execution of financial transactions lacked reliable, operational information needed for data-driven decision making—this made it difficult to pinpoint where it could improve efficiency and effectiveness.

2017 Temkin Trust Ratings, UK: Nationwide, John Lewis, and M&S Food on Top

Experience Matters

That’s why Temkin Group has been measuring trust for several years in the U.S. 2017 UK Temkin Ratings Audi Bank of Scotland BMW John Lewis M&S Food Nationwide Nissan Virgin AtlanticTrust is a critical component of a strong relationship with customers. This year we’re publishing the 2017 Temkin Trust Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 UK consumers in January 2017 (see full list […].

Dataset: UK Net Promoter Score Benchmark, 2017

Experience Matters

The excel spreadsheet includes detailed NPS for all 157 companies and 16 industries, along with data on industry-level NPS by the age group of the respondents. Some of the highlights of the study include (see figures below): Company NPS ranges from a high of 45 (Nationwide) down to a low of -39 (Bank of Scotland). Bruce Temkin Research Net Promoter Temkin Group Research

Oh No, I Lost My Credit Card! Responding to the Voice of the Customer


Have you ever misplaced your wallet and after frantically searching for it for 20 minutes that seem like eternity, decided it must be stolen—and that it’s time to call your bank to cancel all your cards? This somewhat embarrassing scenario is apparently common and not only a headache for the customer—it can also be costly for your bank. A large international bank and credit card issuer was using Verint Speech Analytics to identify “moments of truth” and customer frustration.

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


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. Online forums, Facebook groups and Twitter accounts all add to a melting pot of consumer driven transparency.

Stereotypes: The Hard-Wired Way Our Brains Make Decisions

Beyond Philosophy

Representativeness means that you have an idea of what typifies a group of people or an entity that share a characteristic. Expectations play into it, in how you form the category or group against which you’re going to compare. However, they are only interested in two of the descriptions: Linda is a bank teller. . Linda is a bank teller that is active in the feminist movement. . The set of feminist bank tellers is smaller than the set of all bank tellers. .

COVID-19 Global Update June 5, 2020


As we continue our efforts to keep you informed of the COVID-19 situation across the globe, the Philippines, Germany and Portugal roll out economic development plans while Egypt seeks money from African Development Bank Group. India, Indonesia, Brazil, UK and France outline post-lockdown rules and adaptations. US jobless rate recovers as employers rehire furloughed workers. The following is. The post COVID-19 Global Update June 5, 2020 appeared first on Concentrix. Global Update

2017 Temkin Customer Service Ratings: USAA and Mercedes-Benz Are On Top

Experience Matters

Temkin Group announces the release of the 2017 Temkin Customer Service Ratings. Its banking business earned the only […]. Based on a study of 10,000 U.S consumers, the ratings benchmarks the customer service of 295 companies across 20 industries. USAA earned the highest score in the Temkin Customer Service Ratings for the fifth year in a row. 2017 Temkin Ratings customer service

Keeping up with the fraudsters


In a new report on application fraud and its impact on banks, insurers, credit unions and other financial services institutions, Aite Group says that, “Since identity crimes are so easy to […] The post Keeping up with the fraudsters appeared first on What’s next. According to industry watchers, preventing fraud involves constant change: Apply safeguards in one area today, and see where the bad guys show up next.

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


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. incidences going unreported by victims or banks), the rise in frequency of increasingly sophisticated fraud techniques demonstrates a criminal community that is getting harder and harder to prevent, identify and even prosecute.

Why Using Gamification for Financial Services Makes Sense

Noble Systems

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.

Getting Company Culture and Operations Right, and Keeping Them Right: What It Really Means to Be Stakeholder-Centric This Labor Day

Beyond Philosophy

Also recommended were a) more proactive, catalytic behavior by CX pros and b) forming closer ties with HR, to help build more customer-centric focus among these three groups. In 2006, when it was sold to Bank of America, MBNA was an enterprise of 25,000 employees, the U.S.’ When the company became part of Bank of America, the MBNA employees publicly thanked Charles Cawley, who founded the company, for all he had done on their behalf (see above). Michael Lowenstein, Ph.D.,

2017 Temkin Online Ratings (U.S.): USAA, Advantage Rent-A-Car, and On Top

Experience Matters

Temkin Group published the 2017 Temkin Online Ratings. USAA took the top two spots for its banking and insurance businesses, and its credit card business tied for 4th. Based on a study of 10,000 U.S consumers, the ratings benchmarks the online experience delivered by 282 companies across 20 industries. Advantage Rent-A-Car took third place and tied for 4th.

2018 Temkin Trust Ratings (U.S.): USAA and Wegmans On Top

Experience Matters

Temkin Group announces the release of the 2018 Temkin Trust Ratings (TTR). USAA’s (TTR of 81%) banking business earned the top spot, followed by Wegmans (79%), credit unions (77%), H-E-B (77%), and USAA’s credit card and insurance businesses (75%). Based on a study of 10,000 U.S consumers, the ratings benchmarks the level of trust that consumers have with 318 companies across 20 industries.