Lumoa

DECEMBER 19, 2023

This allows businesses to gain valuable insights into customer perceptions, uncover emerging trends, and pinpoint areas for improvement. Here are some case studies to show how AI is making this happen: Bank of America employs AI-driven sentiment analysis to capture VoC and identify customer pain point s.

Analysis 208

Analysis Social Media Trends Feedback 208

Lumoa

FEBRUARY 7, 2023

The retail and commercial bank based in the UK is processing customer feedback from a variety of channels. They have chosen Lumoa to consolidate that in a single platform and analyze what customers say in real-time. It has been a pleasure working with Shawbrook Bank and Lumoa” says Richard Jeffreys, founder of CX ALL.

Banking 208

Banking Feedback Management Culture 208

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. Technology teams need to be equipped with the right processes, the right information, and supported by the right culture to be able to act. Lots of your technical staff are left in their technical world.

Financial 98

Financial Technology Banking Customer Centricity 98

CX University

AUGUST 1, 2023

A multinational retail corporation, Company XYZ, sought services from CX University to improve their customer experience and meet key performance indicators (KPIs). CX University conducted an in-depth analysis of a recent client, United Bank for Africa (UBA). I highly recommend it.

Training 52

Training Company Case Study Banking 52

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

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

Forrester's Customer Insights

MARCH 22, 2023

Poor risk management practices, a questionable corporate culture, and a long series of scandals created an explosive mix that led to Credit Suisse’s collapse and consequent acquisition by rival UBS.

Banking 26

Banking Analysis Culture Examples 26

CX Journey

AUGUST 29, 2018

To achieve the Customer Wins requires technology and people One of the strengths that Gerry brings to this conversation is his combination of IT expertise and people focus. Case studies on how the Customer Wins Compared to so many other CX textbooks, one of the reasons that I am happy to recommend Gerry’s book is its real world pragmatism.

Case Study 86

Case Study Hotels Consulting Culture 86

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

CSM Magazine

OCTOBER 18, 2019

Or maybe you’d love to gain more insights into your customers’ behavior? Brian Hodgdon, Head of CX Insight and Innovation, Dropbox. Nicola Millard, Head of Customer Insight and Futurology, BT. Harriet Rees, Head of Data Science, Starling Bank. Yuval Dvir, Head of Online International Partnerships, Google.

Tips 40

Tips Culture Innovation Banking 40

C Space

FEBRUARY 12, 2020

This is about rethinking your entire business model based on the customer. And it changes the culture of a company; it’s not a hit product culture any more, but a customer centric culture. We can launch a beta product and iterate and improve with customer insight all of the time. So says Bernie Banks.

Customer Centricity 52

Customer Centricity Net Promoter Score Entertainment Banking 52

Team Support

JUNE 14, 2019

Instead, a customer support system provides sophisticated ticket management features including both public and private ticket actions. This lets you have internal conversations directly within a ticket without the customer ever seeing it.

System 75

System Self Service eBook Customer relationships 75

ReviewTrackers

APRIL 27, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. It’s the end of the month, so that means this weeks’ Customer Insights focuses on four different industries: banking, hospitality, healthcare, and technology.

Healthcare 50

Healthcare Insurance Hotels Hospitality 50

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. Could be due to historic or cultural reasons?

Metrics 54

Metrics Net Promoter Score Effort Score Customer Experience 54

Peter Lavers

DECEMBER 21, 2017

Here are three independent expert blogs that are well worth regularly browsing for great insight and commentary in the world of customer management: Customer Insight Leader from Paul Laughlin. Nedbank – I have walked the customer centricity journey with this great bank for over a decade. People to follow.

Omni-Channel 55

Omni-Channel Multi-Channel B2C B2B 55

Customer Bliss

MARCH 30, 2017

Visually, a slice of it looks like this: And that’s actually a good place to start in general on the idea of customer experience labs: what are they, why do companies typically use one, and what’s the desired end state? What are customer experience labs? A look inside the Wendy’s customer experience lab outside of Columbus, OH.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

ClearAction

JULY 29, 2018

As a customer yourself, things you buy are clearly affected by decisions of the supplier’s Safety, Facilities and Finance departments, right? “Culture is a reflection of decision-making in a business. When management launches a new product customers are not interested because of trust lost. There is a way to balance.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

Lumoa

JANUARY 23, 2018

Even if your customer service agent or customer insight analyst reads all the comments and even responds them, do you know what decisions you need to make in the leadership team? If you use good quality text and sentiment analysis, you should at least know what your customers talk about. So, there is a problem.

Analytics 304

Analytics NPS Financial Analysis 304

Currency Alliance

OCTOBER 12, 2021

This is an effort which starts with customer insights and data, and sharing those insights with your partners, in order to discover new partnerships and partner-based offers which are likely to add the greatest customer value. People often stay loyal to their banks for life.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Joe Rawlinson

AUGUST 15, 2018

An empirical study published for banks showed that when employees were given more structural and psychological power they had a direct positive effect on customer satisfaction. Providing them with an achievement vs. designation-oriented work culture. Employees are empowered by: a. Giving them contingent decision-making powers.

Customer Satisfaction 88

Customer Satisfaction Study Customers Brands 88

ClearAction

NOVEMBER 16, 2017

Ellen DeGeneres polarized its core customers: some loved the modern, humorous tone, and others felt a clash with their conservative views. Your hierarchy should probably be rank-ordered with customers at the top, followed by employees, suppliers, distributors, partners, investors, then competitors. Why this order? viewpoint?

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

Qualtrics

NOVEMBER 19, 2019

Any company can be the next Google or Apple with the right people, culture, and set of HR practices in place. – Laura Farrelly, Head of Culture & Engagement at Barclays. – Richard Waring, Head of Group Insight, Market Research & Customer Experience at Bank of Ireland.

Management 31

Management Chief Customer Officer Healthcare Banking 31

Customer Bliss

AUGUST 8, 2017

Specifically, Stephen was hands on in leading the transformation of Standard Life’s marketing and customer functions using the latest creative thinking and new technology capabilities in digital and data to engage with four million plus customers.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

North Highland

FEBRUARY 21, 2019

Named on Innovate Finance’s Top 200 UK Women in FinTech Power List, Sarah has worked across the Financial Services sector within consulting and industry in Insurance & Pensions, Banking, Capital Markets, Wealth & Asset Management, Regulators and FinTech. Email Sarah | Connect on LinkedIn | +44 7481 306376. Emily Popham.

Financial 49

Financial Customer Centricity Policies Loyalty 49

PeopleMetrics

APRIL 23, 2014

With Gazelle being in a new category, establishing trust with customers has been crucial to our growth as well.” recently reported a shift in Lloyds Banking Group’s strategy to modify their corporate culture to focus on the customer and build trust. ” Customer Trust and Me. ” And, CMO.com.au

Company 48

Company Entertainment Social Media Culture 48

Solvvy

AUGUST 31, 2022

When you monitor your CSAT score and respond to the voice of the customer, you can take steps that have a positive impact on your business, including: Reduce Customer Churn. A customer satisfaction score can show how likely they are to choose your business again based on their perceptions of particular elements of the customer journey.

Effort Score 62

Effort Score NPS Net Promoter Score Customer Satisfaction 62

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ProProfs Chat

NOVEMBER 9, 2021

Normally ranging from 5-10 questions, Customer Satisfaction Surveys could be sent after a customer makes a purchase or in a span of every 90 days with the general-purpose to assess how happy your customers are with your product or service. Read more: 100+ Customer Satisfaction Survey Questions. Email Surveys .

Customer Satisfaction 97

Customer Satisfaction Measurement How To Effort Score 97

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

Qualtrics

JANUARY 16, 2019

Rachel Richter- VP, Customer Insights, Dun & Bradstreet. Eric Soelberg- VP, Customer Insights, LL Bean. Charles Wilson- Product Insights, New Balance. Cultural Anthropologist, Westat. Tate- SVP Strategic Initiatives Marketing, Bank of America. Natasha Hritzuk- VP Consumer Insights, Turner.

Conference 28

Conference Marketing Case Study Analytics 28

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

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Currency Alliance

NOVEMBER 15, 2021

Points Bank – where you keep track of all the loyalty transactions and customer’s points balance. Rules Engine – where you define the logic for how many points a customer should get for any type of action or purchase. This allows us to focus on being best-in-class with just the points bank and rules engine.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Banking 52

Currency Alliance

DECEMBER 19, 2022

In loyalty, this can be especially powerful in using distressed inventory to create greater customer value for members, in adjusting margins based on demand, or proactively managing program liability. This will allow brands to build greater affinity by anticipating customer objectives and being present when the customer needs your help.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

Customer Bliss

AUGUST 9, 2016

In this episode, we explored yet another unexpected place where customer experience is taking hold: the government. Stephanie in particular has another interesting path for how she got into customer experience work – parlaying her background in journalism to use it to create compelling stories and actions for change.

Government 0

Government Leadership Customer Experience Effort Score 0

Experience Matters

APRIL 7, 2015

The ability to provide real-time guidance based on the customer journey transactions and interactions and address personalized customer needs, improving customer loyalty. It’s the first trait we look for when hiring and it’s ingrained in our company culture.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120