Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. He’s the author of Culture Renovation: A Blueprint for Action 18 Leadership Actions to Build an Unshakable Company.

Culture 105

Culture Leadership Analysis Groups 105

ReviewTrackers

APRIL 12, 2019

Customer Acquisition: Banking Strategies. The ways that customers shop for banks and financial services providers have changed. So, therefore, have the methods and strategies for customer acquisition in banking. What does it take to acquire and keep new banking customers? 6 Banking Customer Acquisition Strategies.

Banking 92

Banking Social Media Infographics Rewards Programs 92

ijgolding

JUNE 14, 2017

If you have an aspiration to lead or be part of a sustainably customer centric organisation, then you must master the art of COMMUNICATION! “If Communication is such a vital component – the more creative and inventive you are in getting the message across, the better!”. Failure to communicate effectively will have consequences.

Customer Centricity 171

Customer Centricity Communication Culture Customers 171

Customer Bliss

NOVEMBER 15, 2018

Samantha shares how she’s used her communications and marketing background to unite leadership across silos within her organization to provide a more efficient and unified customer experience. CX #Leadership Click To Tweet. 1 – Look Deeper than Surface-Level Metrics. What do you Know Now That You Wish You Knew Then?

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Customer Bliss

AUGUST 3, 2018

Additionally, we chat about what we look forward to seeing in the future of CX and how this should affect your company’s growth and leadership. . In this conversation, Rob also addresses the importance of leadership believing that earning the loyalty of customers and employees is central to the strategy of the business.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Integrity Solutions

AUGUST 19, 2019

In a complex, highly competitive marketplace, bank leaders and managers who make it a priority to create a culture that is built around understanding what the customer needs and values—and the mindset necessary to deliver on it—will have the advantage. The Rise of Technology in Banking: A Double-Edged Sword. By Donna Horrigan.

Banking 47

Banking Financial Trends Loyalty 47

NobelBiz

JULY 31, 2023

In today’s rapidly-evolving business landscape, call queuing stands as a paramount component for efficient customer communications. Dive deep into the intricacies of call queuing and how it’s revolutionizing the way businesses handle customer communications. What is Call Queuing? Watch the entire podcast episode here!

Communication 52

Communication Call Center Wait Times Contact Center Software 52

Beyond Philosophy

JULY 4, 2016

CMC Thought Leadership Principal, Beyond Philosophy. All things digital and innovative, especially mobile access and communication, is now consuming both attention and resources at many organizations. It is having most impact, and will likely continue to do so, in traditional industries such as retail banking. Let’s begin there.

Omni-Channel 90

Omni-Channel Banking Retail Brands 90

Experience Investigators by 360Connext

NOVEMBER 26, 2014

Relationships are like banks. That way, there’s always something in the bank for a withdrawal.”. Apply this idea to relationships with customers , and you’ll see everyone, whether customer or company, needs to make a withdrawal from the relationship bank at times. It’s in the bank! However, there are conditions.

Banking 286

Banking Loyalty Culture Social Media 286

CSM Magazine

MARCH 5, 2024

His leadership style aligns perfectly with Business Systems’ commitment to excellence and client satisfaction. My primary focus is therefore on extending our role as a trusted advisor in digital transformation, customer experience, and communications compliance management.”

System 52

System Innovation Banking Communication 52

Ecrion

FEBRUARY 14, 2019

Ecrion Software, a leader in the document production and CCM spaces, today announced it has restructured its Leadership Team in an effort to better align the company as it sees increased global growth. The restructuring of the Ecrion leadership team is focused on improving and further aligning sales, operations and marketing.

Leadership 40

Leadership Software CEM Insurance 40

PeopleMetrics

MARCH 1, 2017

Early on, our most successful banking clients took time to plan their programs with representatives from branch operations, contact centers, and digital channels. Step 2: Communicate to all employees. You may be tempted to limit communications to departments or individuals who will be receiving and responding to customer feedback.

Banking 48

Banking Feedback How To Customer Centricity 48

Integrity Solutions

AUGUST 21, 2019

Successful banks recognize that “the customer” isn’t just an external entity. Under-met client needs are one of the greatest fears and frustrations every senior bank and credit union leader has, especially now, with other banks’ products and services only a click or two away from the customer. Part 2 in a blog series.

Banking 42

Banking How To Culture Meeting 42

Comm100

SEPTEMBER 28, 2021

That included tips on how to engage with leadership, collect feedback from your organization, and communicate change. The existing channels that LMCU had in place included phone, email, and online banking, and they wanted a modern solution to let customers connect more flexibly. Live chat can be very personal.

Customer Service 228

Customer Service Chatbots Banking Engagement 228

Customer Bliss

MAY 16, 2018

Like our previous guest, Patricia Pedhom Nono , Francis is a tech guy who made his way into customer service, taking on CX leadership in the company’s newly created role. As a leader at Rigor, he was able to communicate this lesson to his team and implement processes to help facilitate this engagement.

Customer relationships 111

Customer relationships Banking Chief Customer Officer Leadership 111

Customer Bliss

MARCH 18, 2020

Here are 3 areas of leadership and humanity to consider for your business now: 1. Knowing and understanding that these are the worrisome issues for the people of your company, even if you cannot address all of them financially…address them emotionally and in communication. Communication and gestures of support = kindness.

Financial 215

Financial Healthcare Policies e-support 215

CX University

SEPTEMBER 18, 2018

clearly communicates goals to all employees and links individual goals to corporate goals.” We look at four case studies of some of today’s most successful organizations, analyzing how they achieve these cornerstones through engagement, in all cases finding the same, ineluctable linkage between leadership, employees and market environment.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

CSM Magazine

APRIL 17, 2024

Victor Obando, VP of Customer Solutions, ActivTrak Earlier this year the World Bank predicted the global economy would slow for a third straight year in 2024. This eliminates extra cycles of communication and reduces certain high-volume activities so teams can focus on more high-value customer interaction and engagement.

Customer Service 59

Customer Service Sports Banking Analytics 59

CSM Magazine

NOVEMBER 3, 2023

Utility organisations can use this to facilitate proactive communications with customers to ensure they have the best deal. From utilities to retail, banking to telecoms we provide our clients with choice and the ability to be where their customers are, in the moments that matter. and South Africa at Foundever. and South Africa.

Return on Investment 59

Return on Investment Leadership Financial Banking 59

Inbenta

SEPTEMBER 30, 2023

Barnhardt holds 20 years of experience in product and UX roles in the banking and payments sector. Previously, Barnhardt held the Chief Experience Officer position at GIACT (an LSEG business), as well as product positions at Early Warning and Bank of America. With its headquarters in Dallas, TX, and with regional offices in the U.S.,

Banking 52

Banking Financial Ecommerce Chatbots 52

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. Top leadership Top leadership (C-Suite leaders and senior management) should set and communicate a clear customer centric vision, set targets and follow them up.

Customer Experience 326

Customer Experience Customer Centricity Net Promoter Score Feedback 326

Customer Bliss

NOVEMBER 8, 2018

Prior to Rigor, Francis was familiar operating as a B2B vendor, but it wasn’t until he was the First Vice President, Chief Performance Architect at Bank of New York Mellon when he found himself on the other end of the relationship as a customer. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Chief Customer Officer 147

Chief Customer Officer Banking B2B Customers 147

Alida

JULY 11, 2018

Insight should be a springboard for better product design, better communication and better innovation. Daniel reiterated that insight should be a springboard for better product design, better communication and better innovation. At CIBC, one of Canada’s biggest banks, customer insight “touches everything and anything.”

Industry 141

Industry Brands Banking ROI 141

Customer Bliss

APRIL 16, 2019

Respecting your need for relevant and supportive communication, the Royal Bank of Scotland is working to revitalize and earn back customer trust. CustomerExperience #WomenLeaders #CCO #customer #businessleadership #business #womanpreneur #makemomproud #CX #Entrepreneur #leadership.

Case Study 174

Case Study Study Self Service Chief Customer Officer 174

Customer Bliss

OCTOBER 10, 2017

In this capacity, Maury provides executive level oversight to all of our primary customer service channels including our branch network, Member Service Centre and online/mobile banking channels. Maury is very active in the community. The communication was always rooted in “why.” ” Engaging With The Board.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

Experience Investigators by 360Connext

APRIL 23, 2024

For instance, referred customers at a German bank were found to be 25% more profitable than those acquired through other channels. It’s up to CX leaders to clearly communicate about these connections for their organization. And while more revenue is great, organizations also want to lower expenses.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Kristina Evey

MAY 12, 2015

We may be hesitant to acknowledge because we all know that relationships (even business relationships) are based on emotions and communication and can get us into trouble if we are not in tune with our partner. Think of your current banking institution. What about those of you that felt good about your bank when you thought of them?

Banking 120

Banking Tips Customer Satisfaction Loyalty 120

Michelli Experience

MAY 16, 2017

Specifically for banks, Henk Broeders and Somesh Khanna of McKinsey note, “If the last epoch in retail banking was defined by a boom-to-bust expansion of consumer credit, the current one will be defined by digital. Banks have three to five years at most to become digitally proficient. The urgency of acting is acute.

Automotive 113

Automotive Banking Retail Financial 113

Playvox

MAY 24, 2022

Just over six months later, on January 18, 2022, SoFi was granted a national bank charter. SoFi’s QA team captures feedback from multiple support channels and communicates constructive coaching directly to agents, team leads, and managers. On June 1, 2021, SoFi became a publicly-traded company on the Nasdaq Global Market (Nasdaq).

Data 72

Data Leadership Financial Banking 72

CX Accelerator

JUNE 8, 2020

That’s why ,, Schulbert Koleka , Business Manager at Standard Bank Malawi, recommends, “Initiate the conversation. When frontline employees navigate difficult customer issues, their engagement will increase when they see leadership addressing some of the problems they share. Make a phone call to see how they (customers) are doing.

Survey 345

Survey Social Media Contact Center Call Recording 345

Experience Investigators by 360Connext

OCTOBER 20, 2014

This leadership change gives you some breathing room to break bad habits and deliver sustainable customer happiness – don’t waste the opportunity! Venture capitalists want banking statements, not emotional ones. How customer focused organizations communicate has everything to do with BOTH sides of that coin.

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

ChurnZero

MAY 20, 2022

The webinar’s Q&A session uncovered a ton of tips and insights, including how to increase domain expertise, gauge employee engagement, and strengthen leadership skills beyond certifications. A: You can demonstrate leadership as an individual contributor. You can volunteer informally to help leadership.

Customer Success 98

Customer Success How To Banking Leadership 98

Customer Bliss

MARCH 18, 2020

Here are 3 areas of leadership and humanity to consider for your business now: 1. Knowing and understanding that these are the worrisome issues for the people of your company, even if you cannot address all of them financially…address them emotionally and in communication. Communication and gestures of support = kindness.

Financial 130

Financial Healthcare Policies e-support 130

Blake Morgan

JUNE 7, 2023

That means offering more contactless check-in and bag check options, communicating across multiple channels based on each passenger’s preference (text, email, or app), and knowing what matters to customers. Luckily, Southwest had plenty of goodwill banked that its multiple snafus didn’t significantly impact its ACSI score. The reason?

Airlines 59

Airlines Customer Experience Data Effort Score 59

CX Journey

OCTOBER 6, 2016

Image courtesy of Peter Aceto This is Part 2 of a two-part series on my discussion with Tangerine Bank CEO, Peter Aceto. Change is about communication, but it's not about leaders saying, " Hey, let's have a town hall, and I'll tell you stuff " type of communication. Also, change is a process; there really is a methodology to it.

Culture 169

Culture Banking Metrics Employee Engagement 169

West Monroe

MAY 8, 2023

We provide insights that include economics, ESG, human capital, marketing and communications, and public policy and geopolitics. Another thing businesses are actively doing is increasing liquidity–making sure they have cash on hand, which is related to the banking crisis. Consumers are already pulling back on big spends.

Banking 98

Banking Conference Policies Healthcare 98

Integrity Solutions

JUNE 11, 2020

What are banks and other financial institutions doing to regain society’s trust? With the world now reeling from the devastating health effects of COVID-19 and the economic impacts of measures designed to contain the virus, banks are once again being closely watched as they react to significant social and economic suffering.

Culture 89

Culture Banking Financial Sales 89