2020: The Year of Digital-Only Banking?

Revation Systems

As technology continues to impact the banking industry today, a shift is beginning to occur in consumer behavior. This statistic is indicative of the sheer strength that digital banking has today – especially for the younger generations of consumers like Millennials and Gen Z.

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

Nuance

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? I always look forward to reviewing the customer experience report that the Temkin Group puts out each year.

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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.

How do UK banks rate on customer experience?

Eptica

Date: Wednesday, March 14, 2018 How do UK banks rate on customer experience? Author: Neil Cox Banking, like many other sectors, is undergoing a period of disruption and change. How are UK banks doing in terms of the customer experience? Banking does have specific challenges.

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? Be totally multichannel.

The Bank Branch Digital Transformation Trifecta

Avaya

So, how will the bank branch be impacted? We have an idea of where bank branch digital transformation is headed…. In 2016, Ernst & Young introduced its Banking Relevance Index (BRI), designed to measure the importance of traditional banks to customers’ lives.

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.

3 Ways the Best Brands Do Omnichannel Right

360Connext

It blasted into our vocabulary a few years ago, shoving out multichannel as the preferred ubiquitous business speak of our time. For example, in B2B sales today, it’s not enough to bank on your sales people being the sole entry point for customers.

Key Findings from New Research Report — CXMB Industry Insights: Financial Services

COPC

Key findings from the full report: Multichannel journeys are becoming commonplace, but not all multichannel journeys are alike. A primary distinction is whether or not a customer opted for the multichannel journey or was forced into it. COPC Inc.

5 Reasons Why Customers Love Chatbots

VocalCom

For example, many customers use them to make reservations, pay bills, and look up information such as bank account balances. As artificial intelligence continues to modernize customer experiences, chatbots are at the heart of this technological revolution.

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

UJET

Finance apps unchained customers from visiting banks. AI Automated Agent Customer Experience Customer Support Live Chat Multichannel SupportThe traditional customer support experience has been calling a helpline, being placed in a queue, and waiting for an agent to answer. Then you had to verify your identity with security questions, explain your issue, and hope that the problem could be completed by the first agent.

3 Ways the Best Brands Do Omnichannel Right

360Connext

It blasted into our vocabulary a few years ago, shoving out multichannel as the preferred ubiquitous business speak of our time. For example, in B2B sales today, it’s not enough to bank on your sales people being the sole entry point for customers. Blog Customer Experience Featured ecommerce linkedin loyalty multichannel omnichannel retail SaaSHave you had enough of the term omnichannel?

5 Ways to Optimize Self-Service Practices

VocalCom

From banking to booking reservations, people were easily frustrated by complex processes and a lack of reliable human assistance. Customer Experience Call center Cloud Contact Center contact center software Customer feedback Customer Service Effortless Email Mobile Multichannel Omnichannel Self-Service Surveys Text messaging Twitter Visual IVR ZendeskAt one time, self-service meant forcing customers to perform tasks on their own without the information and support they needed.

Chatbots: What Role Should They Play in Customer Service?

VocalCom

Many industries are using chatbots in this capacity with great success—notably, the airline and banking sectors. United Airlines uses a chatbot called AutoPilot to help customers with all their flight information needs, while Bank of America’s “Erica” chatbot helps customers with nearly every aspect of account management. Many brands believe that chatbots are key to modernizing customer service.

5 Ways IVR Systems Power Great Customer Service

VocalCom

For example, a customer may obtain information about a bank balance or delivery, or he may be connected to an agent who can assist him with a complex service situation. Customer Service Call center Contact Center contact center software Customer Experience Customer feedback Effortless Multichannel Omnichannel Self-Service Surveys Visual IVR ZendeskIVR systems are among the best technologies for empowering customers through automated service.

Chatbots: The Key to Efficient Customer Service

VocalCom

While this technology continues to evolve, many industries—from banking to travel to retail—are indeed offering faster, richer experiences due to chatbot implementation. For example, if a customer contacts his bank for support, a question about a recent check deposit may require a different agent than an order for a new checkbook. When the idea of artificial intelligence for customer service was first introduced, many people were skeptical.

Get out of the Queue: Drive Your CX with Attribute Matching

Avaya

Imagine a bank being able to route a customer to a money management expert after seeing that the last five questions asked via live chat were about account spending. At this point, nearly every company is working overtime to realign around two simple words: customer experience (CX).

How to Impress Your Customers with Proactive Service

VocalCom

Banks may also send monthly reminders about payments. Customer Service Call center Contact Center contact center software Customer Experience Effortless Multichannel Omnichannel Proactive customer service Self-Service Surveys Visual IVR ZendeskOffering your customers quick and efficient service is likely to win their satisfaction. But what happens when your brand goes the extra mile, perhaps by answering a question before it is asked or making an unexpected gesture of gratitude?

5 Ways AI Can Drive Proactive Customer Service

VocalCom

Banks also offer virtual assistants to help customers keep track of their finances and even make investing decisions. Chatbot & Artificial Intelligence Call center Cloud Contact Center contact center software Customer Experience Customer Service Effortless Facebook Multichannel Omnichannel Proactive customer service Self-Service Social Twitter Visual IVR Zendesk

6 Tips for Creating a User-Friendly IVR System

VocalCom

Even those with more personalized requests—a bank account balance, for example—can benefit from an automated menu without needing to speak to a person. Cloud Computing Call center Chat Contact Center contact center software Customer feedback Effortless Live chat Multichannel Omnichannel Self-Service Surveys Visual IVRIVR systems can be a blessing or a curse for customers in a hurry. A great system can help customers breeze through a menu to a quick response.

Call it what you will: Multi-channel, Omnichannel—It isn’t about the Contact Center!

Avaya

Imagine a bank being able to automatically route a customer to a money management expert after seeing that the last five questions asked via live chat were about account spending.

Is customer service investment actually delivering?

Eptica

Date: Wednesday, July 27, 2016 Is customer service investment actually delivering? Published on: July 27, 2016.

Out of Touch and out of Business: The Universal Problem of Poor Contactability

CSM Magazine

Retail banking was the second highest rated, with 24% giving banks an excellent score in this area, followed by hotels at 23%. This has to be backed up with multichannel support through phone, chat and email, at the very least during the busiest times for site visits and sales.

Ask the Experts: Predictions for the Future of Customer Experience

HGS

The first one was the de-emphasis on omnichannel and preference for multichannel. All the conversations were about omnichannel but in the age of consumer experience, the majority of CX professionals are backing off in favor of multichannel so that they can get each channel right.

Websites lead the way for UK customer service

Eptica

According to the latest Eptica Multichannel Customer Experience Study , the good news is that most companies understand this, with the web remaining the strongest channel for providing accurate answers to consumer queries.

The opportunity for European customer experience

Eptica

Financial services organizations topped the charts, echoing the results of the 2015 Eptica UK Multichannel Customer Experience Study , where banks scored highest for web service. Date: Friday, October 16, 2015 The opportunity for European customer experience.

What the latest Apple launch tells us about customer service

Eptica

To find out, the Eptica Multichannel Customer Experience Study evaluated their performance at answering routine questions over email , Twitter , chat, and on their websites. The sector ranked fourth overall in the study, way behind banking (91%) and fashion retail (78%).

Making a success of Twitter customer service

Eptica

This provided the bank with the opportunity to reassure them, provide a timescale for when the machines would be back up and running, and generally prevent the issue developing further. Date: Wednesday, September 9, 2015 Making a success of Twitter customer service.

How good are UK brands at email customer service?

Eptica

However, UK brands are struggling to cope with the emails they receive , with performance overall worsening according to the latest Eptica Multichannel Customer Experience Study. Date: Friday, March 11, 2016 How good are UK brands at email customer service? Published on: March 11, 2016.

The Steep Costs of Contact Center Outages

Aria Solutions

A multichannel bank, for example, leaves $124 million on the table for every 1-point decline in its CX Index score. Many disasters and disruptions can impact a contact center: hurricanes, floods, fires, hackers, hardware failures — even “inside jobs” by malicious employees.

What is a customer hub? And why do you need one?

Eptica

When Wells Fargo bank located its in-house lawyer within its social command centre, it enabled all outgoing tweets and Facebook messages to be vetted legally much quicker than before. Date: Friday, August 28, 2015 What is a customer hub? And why do you need one? Published on: August 28, 2015.

Has UK customer service turned a corner?

Eptica

The utility industry has the fastest improving scores when it comes to customer satisfaction, while banks and building societies dropped by 0.4 This is further demonstrated by the poor scores given by consumers for multichannel performance.

Comparing the customer experience in the UK and France

Eptica

These findings come from the Eptica Multichannel Customer Experience Study , which has tracked the changing face of customer service in the UK, France and latterly the United States , over the last five years.

The current state of Customer Experience in Retail: The ForeSee Experience Index (FXI)

ijgolding

Multichannel shoppers are 16% more likely to purchase than are single channel shoppers. Consumers can stream shows from anywhere, and easily bank and pay bills from an app, so they wonder: why isn’t my retail experience that seamless?

Balancing investment between digital and traditional customer service

Eptica

While in the UK, banking customers who interact via multiple channels purchase one and half times more products than digital-only customers. Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016.

Customer service in a mobile-first world

Eptica

All smartphones have geolocation built in, enabling you to offer them specific content, such as directions to your bank branch, based on where they are in the world. Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016.

The Steep Costs of Contact Center Outages

Aria Solutions

A multichannel bank, for example, leaves $124 million on the table for every 1-point decline in its CX Index score. Many disasters and disruptions can impact a contact center: hurricanes, floods, fires, hackers, hardware failures — even “inside jobs” by malicious employees.

The Steep Costs of Contact Center Outages

Aria Solutions

A multichannel bank, for example, leaves $124 million on the table for every 1-point decline in its CX Index score. Many disasters and disruptions can impact a contact center: hurricanes, floods, fires, hackers, hardware failures — even “inside jobs” by malicious employees.

The Steep Costs of Call Center Outages

Aria Solutions

A multichannel bank, for example, leaves $124 million on the table for every 1-point decline in its CX Index score. Many disasters and disruptions can impact a contact center: hurricanes, floods, fires, hackers, hardware failures — even “inside jobs” by malicious employees.

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

CSM Magazine

The research, from multichannel customer interaction management software provider Eptica, aims to mimic the behaviour of ordinary consumers across digital channels. Eptica Multichannel Customer Experience Study methodology.