2020 Research

AUGUST 26, 2022

The Looming Economic Storm: How Consumer Banks Will Survive This Recession. Explore our five key findings from the 2022 US Banking Industry Loyalty Report, created in collaboration with Apex Scoring System. Should Consumer Banks Shift Their Perspective When Addressing Internal Challenges?

Banking 52

Banking Consumers Loyalty Innovation 52

CSM Magazine

MARCH 5, 2024

With a proven track record of driving continuous innovation and fast-paced growth, Mike brings both extensive experience and strategic vision to his new role. Throughout his career, Mike has demonstrated a passion for creating outstanding cultures and environments for development, as evidenced by achieving Best Companies accreditation. “The

System 52

System Innovation Banking Communication 52

Beyond Philosophy

SEPTEMBER 11, 2014

Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. That is to say, Amazon has it—and Bank of America doesn’t. Amazon has a culture that fosters employee engagement that makes any level of employee feel that their ideas matter and will be heard. I am not a fan of banks.

Banking 138

Banking Culture Employee Engagement CEM 138

Customer Bliss

JULY 4, 2017

Mark Slatin is the Director of Client Experience for Sandy Spring Bank. They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. This helped them win the 2016 CX Innovation award. (I About Mark. Get to know them.

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

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

West Monroe

DECEMBER 11, 2022

This means that at a time when banks are poised to generate “cycle” high-net interest margins, they’re instead forced to prepare for volatility: increasing loan loss reserves, optimizing their workforce, and scrounging for deposit bases. Facing an economic downturn, banks should play offense.

Banking 52

Banking Marketing Self Service Financial 52

West Monroe

MAY 17, 2023

Forward-thinking technology has become table stakes for all banks, especially given the rapid growth of fintech companies shaping the market. Fintechs, digital currencies, and neo banks are creating an increasingly fragmented industry with a myriad of digitally forward options for consumers. With upwards of $4.7 With upwards of $4.7

Banking 40

Banking Technology Innovation Roadmap 40

West Monroe

JANUARY 25, 2022

It is also assumed that M&A will be a hot topic in 2022 as banks look for new growth opportunities and to increase the speed at which they can invest and scale their technology platforms. Payment and monetary disruption: the rise of crypto in mainstream banking. This outlook will not include an analysis of M&A trends.

Banking 52

Banking Financial Trends Multi-Channel 52

Lumoa

DECEMBER 19, 2023

In this article, we’ll explore five innovative and creative ways to leverage AI for sentiment analysis. 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

Support EXP

OCTOBER 13, 2022

Dayton’s legacy – and its future – are based on innovation. So you could say innovation is in our blood. Or in the thin-crust, square-cut pizza that’s one of our yummier local innovations. Innovation is intentional. If you’re not innovating, you’re standing still…and falling behind! Trust – Innovation – Loyalty.

Innovation 52

Innovation NPS Leadership Loyalty 52

Support EXP

OCTOBER 13, 2022

Dayton’s legacy – and its future – are based on innovation. So you could say innovation is in our blood. Or in the thin-crust, square-cut pizza that’s one of our yummier local innovations. Innovation is intentional. If you’re not innovating, you’re standing still…and falling behind! Trust – Innovation – Loyalty.

Innovation 52

Innovation NPS Leadership Loyalty 52

West Monroe

JUNE 29, 2021

Webinar overview: The key to driving predictable revenue growth within Commercial Banking is for Relationship Managers to become trusted advisors to their clients. Many banks entered the COVID-19 economy lacking a unified, strategic sales culture. That’s a tall ask. Dean Konick.

Banking 52

Banking Sales Resources Leadership 52

West Monroe

APRIL 6, 2022

Today’s mid-size ($20B-$50B AUM) and regional banks ($50B-$100B AUM) find themselves in a unique spot: big enough to require competing with larger banks on digital customer products but too small to absorb the consequences of strategic technology blunders when it comes to investing in them.

Banking 52

Banking Technology Marketing Roadmap 52

2020 Research

SEPTEMBER 20, 2022

Schlesinger Group conducted research , in collaboration with Apex Scoring System, to explore what’s behind the sharp decline in banking customers’ loyalty. Is it booming technology and online banking or a complete loss of trust in “big banks”? Forward-Thinking – Are you innovating and building new financial experiences?

Banking 52

Banking Financial Loyalty Consumers 52

CX Accelerator

JANUARY 11, 2021

When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Be kind, treat your teams well, innovate, and work hard. Also, they published the Culture Book (pictured). Zappos is a case study on how to create a customer-focused culture.

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

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. This not only enhances skills but also fosters a culture that prioritizes customer experience. And while more revenue is great, organizations also want to lower expenses.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Beyond Philosophy

JULY 4, 2016

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. And, they prefer to co-create the services desired.

Omni-Channel 90

Omni-Channel Banking Retail Brands 90

ECXO

MARCH 5, 2024

The Define and Ideate stages then help businesses to clarify customer problems and generate innovative solutions. Innovation and Creativity: The iterative nature of Design Thinking encourages experimentation and ideation. This promotes an environment of creativity and innovation where unique solutions can flourish.

Customer Centricity 98

Customer Centricity Competitive Advantage Innovation Customer Journeys 98

Alida

DECEMBER 1, 2016

If banks weren’t already feeling the pressure from financial technology (fintech) startups, they should be now: Fintech companies are officially mainstream. Half of banking customers around the world now use at least one product or service from a fintech firm. . Establishing a customer-centric culture.

Customer Experience 193

Customer Experience Financial Banking Culture 193

CX Accelerator

JANUARY 11, 2021

When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Be kind, treat your teams well, innovate, and work hard. Also, they published the Culture Book (pictured). Zappos is a case study on how to create a customer-focused culture.

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

ijgolding

JUNE 14, 2017

Communicating the Customer Experience needs to be continuous, innovative and engaging. One entrant, the Dubai Islamic Bank showed how powerful the right level of communication can be. The post Communication — Essential to Creating and Sustaining a Customer-Centric Culture appeared first on I J Golding.

Customer Centricity 171

Customer Centricity Communication Culture Customers 171

Beyond Philosophy

SEPTEMBER 11, 2014

Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. That is to say, Amazon has it—and Bank of America doesn’t. Amazon has a culture that fosters employee engagement that makes any level of employee feel that their ideas matter and will be heard. I am not a fan of banks.

Banking 60

Banking Culture Employee Engagement Customer Centricity 60

Integrity Solutions

AUGUST 23, 2019

Top performing banks are the ones who always seem to go the extra mile to deliver memorable customer experiences. The banks’ customers are engaged, buy more, stay longer, and recommend the bank to their friends. And at these banks, it’s not just the “superstar” performers who behave this way. Part 3 in a blog series.

Employee Engagement 43

Employee Engagement Banking Engagement Competitive Advantage 43

CX Journey

OCTOBER 4, 2016

The concept itself, which is also the title of a book ( Weology: How Everybody Wins When We Comes Before Me ), summarizes the leadership style of Peter Aceto , CEO of Tangerine Bank. In early August, I shared my post titled Customer Experience Fuels Innovation on Twitter, and Peter chimed in to say, " It sure does !" Competing views?

Banking 187

Banking Culture Innovation Employee Experience 187

West Monroe

APRIL 19, 2023

However, only 65% of customers feel that their bank effectively anticipates their needs—suggesting that banks and credit card companies have room to improve. Banks can no longer assume customers will come to them for their financial needs compared to others in the market.

Financial 52

Financial Banking Customer Centricity Culture 52

West Monroe

APRIL 19, 2023

However, only 65% of customers feel that their bank effectively anticipates their needs—suggesting that banks and credit card companies have room to improve. Banks can no longer assume customers will come to them for their financial needs compared to others in the market.

Financial 52

Financial Banking Customer Centricity Culture 52

Blake Morgan

SEPTEMBER 19, 2023

                     Data and innovation: Modern customer experience and contact centers should be data-driven regardless of the company or industry. Contact Centers and Customer Experience: Build a customer experience culture that directs people on how to serve customers better.

Contact Center 52

Contact Center Tips Banking Innovation 52

Lumoa

DECEMBER 15, 2022

Companies are finding that innovative technologies can make collecting voice of customer analytics more effortless than ever—and these technologies have opened up exciting new possibilities for improving customer experiences. ” For example, take a look at this customer satisfaction survey from Capital Bank : Image Source.

Voice of Customer 236

Voice of Customer Analytics Social Media How To 236

TechSee

JULY 24, 2018

Developing a customer centric culture in a large enterprise goes beyond addressing a customer by name in an automated email, or segmenting by interest; it is a holistic approach designed to focus on the consumer’s authentic needs. The post How technology can drive a customer centric culture: 3 true stories appeared first on Techsee.

Customer Centricity 104

Customer Centricity Culture Technology Travel 104

West Monroe

MARCH 22, 2018

Last fall, I attended Dreamforce with a mission to review the state of CRM in Banking, and thus, immersed myself into all things Financial Services throughout the week. Banks who are leading in the CRM and tech spaces have spent time defining their strategy and gaining buy-in across their organization.

Banking 49

Banking CRM B2C Culture 49

ECXO

SEPTEMBER 6, 2023

When: September 13th Time: 1 PM CET – 12 PM GMT Registration is exclusively available on ZOOM: [link] Get ready for another enriching session featuring an exceptional lineup of panelists: Anne Frisgaard Jacobsen, Director of Customer Experience and Leads at Jyske Bank Navin C.

Customer Experience 75

Customer Experience Data Customer Centricity Culture 75

Blake Morgan

JANUARY 11, 2022

The most successful companies are continually innovating to find new ways to meet customers with empathy in real-time. . Stafford gave the example of a Pega banking client in Australia. When wildfires ravaged the region in early 2020, the bank took a unique approach. Sponsored by Pega.

Customer Centricity 86

Customer Centricity How To Banking Innovation 86

CX Centric

JANUARY 4, 2021

Financial Services providers need to come up with new innovative solutions for their clients. Customers appreciate and expect innovation, and failing to compete in this area results in loss of business. They look for value and are willing to switch providers Open banking regulations, making it easier for customers to switch.

Financial 98

Financial Technology Banking Customer Centricity 98

Currency Alliance

JUNE 11, 2019

A 2018 Collinson study reported that 66% of financial services professionals say their bank “does not understand why customers are loyal or have a strategy to strengthen customer relationships”[i]. People are more likely to leave their spouse than their bank[ii], so it might seem that banks have no case to answer. Extra what?

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

ShepHyken

OCTOBER 22, 2021

Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing. Build Customer Experience into your Company Culture. He shares six ways companies and their brands can deliver an exceptional customer experience. Know Your Customer Avatar.

Tips 143

Tips Customer Experience Management Return on Investment 143

West Monroe

MARCH 14, 2024

” This observation underscores the importance of not just chasing after the latest technology but focusing on innovation—and investments, whether resources, time, or money—that can truly drive business growth. Otherwise, what’s the point? Latest Client Stories Creating $2.5 ROI Latest Client Stories Creating $2.5

Data 40

Data ROI Banking Financial 40

Kustomer

JUNE 6, 2023

Trust plays a huge role in finance and banking. The financial services industry, which includes commercial and retail banking, and wealth management, has become a hub for innovative ways to improve CX. For the complete guide to how CRM software can also help improve your CX, download our latest ebook.

Financial 98

Financial Company Customer Service Tips 98