article thumbnail

3 Employee and Customer Experience Trends for Banks, Wealth Advisors, and Credit Unions in 2022

InMoment XI

What is the future for employee and customer experience trends in banks, wealth advisory firms, and credit unions? Through our dedicated Strategic Insights Team, we collected data from bank, wealth advisor, and credit union consumers and employees across North America.

Banking 295
article thumbnail

Making Customer Experience Fun! The Budapest Bank CX Crossword Puzzle

ijgolding

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. I first met Laura Tengerdi and Andrea (Andi) Hanyecz in 2016.

Banking 233
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

How Banks and Credit Unions Are Getting Serious About Culture Change and Employee Engagement

Integrity Solutions

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Identifying and communicating the desired culture is only the beginning.

article thumbnail

Elizabeth Okomba wins CXLOTY 2023 Culture Award

MyCustomer

We can proudly announce that the winner of the CXLOTY 2023 Culture Award is Elizabeth Okomba, Deputy Director & Group Head of Customer Experience at NCBA Bank.

Culture 52
article thumbnail

Everyone Is Accountable and Responsible for a Great Customer Experience!

Speaker: Bryan Horn, Founder, CS Solutions

If you've ever called a bank, cable company, or organization that thinks it's "too big to fail", you've probably run the customer service gauntlet: you start off with a seemingly simple request, and you call the customer service line. Once the general service rep hands you off, you're transferred to every department known to man.

article thumbnail

Keep Your Contact Center in North America Without Breaking the Bank

BlueOcean

And that can only really happen with close cultural alignment as well as an environment that empowers agents to make better decisions. Business leaders are realizing that linguistic and cultural barriers are detrimental to complex support scenarios. Cultural Alignment Between the US and Canada. Look North of the Border.

article thumbnail

The Most Opportune Time Ever For Changing Organizational Culture

Integrity Solutions

There’s never been a better time to step up to more transformative culture change — to increase transparency and shift the culture with a greater focus on customers, employees and the community. What are banks and other financial institutions doing to regain society’s trust? For Most Organizations, Culture Has Already Changed.

Culture 94