Forrester's Customer Insights

DECEMBER 18, 2023

Customers in France, Italy, Spain, in the UK generally rate their trust towards their bank as "weak" or - at best - moderate.

Banking 30

Banking Customers Financial Brands 30

Lumoa

DECEMBER 19, 2023

This involves analyzing information from various sources, including customer reviews, surveys, and social media conversations. AI-driven sentiment analysis can assess whether a brand’s messaging aligns with customer perceptions. Erica, their advanced virtual financial assistant, has had over one billion client interactions.

Analysis 208

Analysis Social Media Trends Feedback 208

Alida

JULY 11, 2018

In a panel session moderated by our very own Karen Eisen, experts from Canadian Tire, Jamieson Laboratories, CIBC and Flipp shared how they are using customer insight to improve the customer experience. Canadian Tire: Use insight to meet the needs of different customers. It was also a great night of learning.

Industry 141

Industry Brands Banking ROI 141

CX Centric

JANUARY 4, 2021

They look for value and are willing to switch providers Open banking regulations, making it easier for customers to switch. 1) Simple reports: Top 3 customer insights for the week per channel Information is key. What is the average waiting time for customers who contact you by phone?

Financial 98

Financial Technology Banking Customer Centricity 98

COPC

APRIL 1, 2024

Deeper Customer Insights: Understanding Beyond Words Interaction analytics, driven by AI, provide a deeper and more nuanced understanding of customer communications. These interactions are generally quick and do not require extensive back-and-forth communication to address the customer’s needs.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

Lumoa

AUGUST 8, 2023

In this case, the AI is showing us that when people mention “price” in their open text response, they often use the words “account” and “banking” in the same comment.The smileys represent the sentiment when those words are used. This includes not only your staff but also your customers.

Analysis 208

Analysis Survey Feedback How To 208

CX University

AUGUST 1, 2023

CX University conducted an in-depth analysis of a recent client, United Bank for Africa (UBA). The employees of UBA were engaged in interactive online modules that covered various aspects of CX, such as understanding customer needs, effective communication, and problem-solving techniques. I highly recommend it.

Training 52

Training Company Case Study Banking 52

Bizagi

FEBRUARY 10, 2020

It is widely acknowledged that customer experience has become the key to success in financial services. 85% of financial services professionals believe that responding to customer expectations faster is an urgent need for the business. . Or according to Forrester: “How customers perceive their interactions with your company.”.

Financial 58

Financial Customer Experience Banking Net Promoter Score 58

CX Accelerator

JUNE 8, 2020

Listen to customer service call recordings. In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. That’s why ,, Schulbert Koleka , Business Manager at Standard Bank Malawi, recommends, “Initiate the conversation.

Survey 345

Survey Social Media Contact Center Call Recording 345

Thematic

DECEMBER 12, 2023

With the help of Thematic’s AI-powered platform , the unstructured qualitative feedback can be analyzed and presented as structured customer insights. This process uncovers common themes and hidden trends within these customer interactions, all on a large scale. What is Direct Qualitative Feedback?

Analysis 62

Analysis Examples Feedback Social Media 62

Lumoa

MAY 21, 2018

Marketing Marketing, which often substitutes or fulfils the role of Customer Experience management, must tailor the customer communications to align with customer segments. In many organizations, marketing has an overall responsibility for the customer experience improvement initiatives and customer insights.

Customer Experience 326

Customer Experience Customer Centricity Net Promoter Score Feedback 326

Think Customers

OCTOBER 28, 2020

For financial institutions, what was a slow shift toward mobile banking, contactless transactions, and digital insurance sped up when COVID-19 reinforced the need for fast, secure, and remote access to funds and financial information.

Financial 52

Financial Insurance Banking Customer Journeys 52

Lumoa

NOVEMBER 29, 2021

However, when it comes to actual customer experience management , things get difficult. It is not too difficult to listen to the customer. Companies receive real-time feedback in massive volumes if they only start listening to their customers.

ROI 259

ROI Customer Experience NPS Financial 259

BirdEye

NOVEMBER 20, 2023

In addition, analytics offer actionable insights, making Birdeye a comprehensive tool for online reputation management and referral marketing. With its email and SMS marketing tools, TapMango enables communication with customers while also offering the ability to segment customers for personalized promotions.

Software 62

Software Marketing Multi-Channel e-support 62

Kustomer

AUGUST 4, 2023

Family members, good friends, and most work colleagues at Customer Thermometer of course. But insurance companies, banks, travel agents, clothing retailers, telecom providers, restaurants (the list goes on) — not so much. Deploy it at applicable trigger points, and set intervals on an ongoing basis for all communications.

Feedback 52

Feedback Insurance Omni-Channel Travel 52

Bold360

APRIL 20, 2021

Duenias offers the example of a Bold360 customer in the financial services/banking industry that experienced big problems with online payments – something they only learned through data coming from their self-service tools. A bank or retail customer, for example, might be looking for a bank branch or store nearby.

Self Service 52

Self Service Omni-Channel Customer Engagement Tools 52

Bizagi

SEPTEMBER 3, 2018

This statistic (taken from Bizagi’s research ) is concerning, especially when considering the competitive pressures in customer experience that financial services firms face. If banks want to retain and attract customers, they have to find a way to keep pace with increasing customer expectations.

Financial 53

Financial Customer Experience Banking Multi-Channel 53

C Space

OCTOBER 8, 2021

A host of prestigious judges, from brands including LEGO, Google, SAP, Truist, General Mills and Insights in Color, selected the winners based on their ability to generate insights that change the world of business, transforming customer insight into strategic advantage.

Financial 69

Financial Banking Customer Centricity Consumers 69

CX Accelerator

JUNE 8, 2020

Listen to customer service call recordings. In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. That’s why ,, Schulbert Koleka , Business Manager at Standard Bank Malawi, recommends, “Initiate the conversation.

Survey 182

Survey Social Media Contact Center Call Recording 182

ThriveableBiz

JANUARY 18, 2023

And how about the reassuring words of The British Business Bank which specialises in start-up loans saying “As strange as it seems, a tough economic period might actually be the best time to launch a business” , and gives a variety of examples from pet care to gin-making. Communicate, share tips.

How To 98

How To Tips Social Media Customer relationships 98

Kustomer

JULY 22, 2020

The question becomes, how do you handle the seasonal rush without breaking the bank or disappointing customers? Read on to learn what customers expect, and how to deliver with smart strategies and smarter technology. Customer Expectations During the Holiday Season. Prepare Early.

Self Service 64

Self Service Omni-Channel e-support Chatbots 64

CX Journey

DECEMBER 13, 2018

Although customer experience has been around for a long time, hiring for CX has become a greater priority for executives and funding committees only in the last five years. With that shift comes the rise of the CX Team in the organizational structures of banks, insurance companies, consumer brands, and B-to-B entities.

Tips 83

Tips Customer Insights Leadership Exercises 83

Lumoa

JULY 10, 2018

However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer. Companies receive real time feedback in massive volumes, if they only start listening to their customers.

ROI 303

ROI Customer Experience NPS Financial 303

Lumoa

MAY 21, 2018

Marketing Marketing, which often substitutes or fulfils the role of Customer Experience management, must tailor the customer communications to align with customer segments. In many organizations, marketing has an overall responsibility for the customer experience improvement initiatives and customer insights.

Customer Experience 160

Customer Experience Customer Centricity Net Promoter Score Feedback 160

Team Support

JUNE 14, 2019

Instead, leverage a centralized customer support system that houses all customer information and utilizes support integrations to share this data with other systems and the greater team. Instead, a customer support system provides sophisticated ticket management features including both public and private ticket actions.

System 75

System Self Service eBook Customer relationships 75

Currency Alliance

NOVEMBER 15, 2021

When brands offer points, there are clear and visible incentives for customers to engage in purchases and non-purchase activities that drive specific customer behavior. Points Bank – where you keep track of all the loyalty transactions and customer’s points balance. Loyalty functionality as a set of microservices.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Banking 52

CX Journey

AUGUST 29, 2018

Community : from public visibility to community engagement and social care benefits. Communication : keeping the CX journey alive, so everyone can see progress and ideals. Over the last 12 years he’s created, lead and improved customer insight teams across Lloyds, TSB, Halifax and Scottish Widows.

Case Study 86

Case Study Hotels Consulting Culture 86

Thematic

APRIL 21, 2020

This brings its own set of challenges and opportunities for customer insights & analytics leaders. One way we’ve responded at Thematic has been to start hosting virtual roundtable discussions for customer insights and analytics professionals to connect and share how everyone is managing.

Analytics 103

Analytics Call Center Survey Feedback 103

C Space

FEBRUARY 12, 2020

Loyal in how the brand that communicates something about me that’s deeply personal and deeply emotional. Now we live in a world where a part of what needs to be done is communicating the vision and values. The CEO and the CMO have to add another skill to their set – the ability to communicate values in authentic ways.

Brands 52

Brands Marketing Sports Exercises 52

Wired and Dangerous

MARCH 21, 2016

Toward the end of the allotted interview time, one customer launched into a long tirade chastising the utility on the poor way they had handled communication during a major outage. Again, we were directing a series of customer focus group sessions for a bank client. It takes involvement to get insight!

Social Media 70

Social Media Sports Banking Groups 70

Playvox

AUGUST 11, 2022

Chat is a powerful tool for business growth, allowing businesses to communicate directly with their customers. It means you can quickly and easily offer customer support, engage with users, and use it for lead generation. Chat lets agents communicate directly with customers, as well as track and solve questions and issues.

Report 83

Report Analytics eBook Data 83

Forrester's Customer Insights

JUNE 27, 2023

We have launched the European Financial Services Customer Trust Index, 2022. Sadly, customers in France, Germany, Italy, and the UK generally rate their trust toward their banks as weak or — at best — moderate.

Financial 26

Financial Banking Customers Brands 26

NobelBiz

JULY 25, 2023

It’s the technological marvel that deciphers vast streams of customer interactions, offering invaluable insights to the very heart of a business’s operations. Customer Interaction Analytics is like having a superpower that allows us to listen, understand, and connect with our customers on a whole new level.

Interaction 98

Interaction Analytics Call Center Contact Center 98

Verint

AUGUST 22, 2017

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.

Banking 31

Banking Analytics Contact Center Customers 31

Currency Alliance

MARCH 21, 2019

Points Bank. More agile, affordable, and powerful loyalty platforms are now top priority for brands as they seek to build the richest customer insight, and enable differentiation in an increasingly crowded loyalty landscape – where gaining customer attention will be a major bottleneck. Points Bank.

Loyalty 58

Loyalty Banking Loyalty Programs CRM 58

Thematic

SEPTEMBER 18, 2018

A metric such as the Customer Effort Score (CES), which measures the ease of the experience on a scale from Very Difficult to Very Easy, will be relevant for a touchpoint where the ease of use is the primary driver, for example when setting up a money transfer using online banking. Poor communication of CX metrics (41%).

Metrics 54

Metrics Net Promoter Score Effort Score Customer Experience 54

Kustomer

AUGUST 30, 2018

Family members, good friends, and most work colleagues at Customer Thermometer of course. But insurance companies, banks, travel agents, clothing retailers, telecom providers, restaurants (the list goes on)—not so much. Deploy it at applicable trigger points, set intervals on an ongoing basis for all communications.

Feedback 65

Feedback How To Insurance Omni-Channel 65