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How Prepared Are Financial Firms Feeling for Consumer Duty?

InMoment XI

In our recent virtual panel discussion, we explored how different financial firms are embracing the Consumer Duty Act and identified areas where most of their resources have been designated.

Consumers 492
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Why are We Still Talking About CX in Financial Services?

Lumoa

The past few years have witnessed a substantial increase in attention and investment in customer experience (CX) across various industries, including the financial services sector. But some important questions arise: How relevant is CX to modern financial services? The post Why are We Still Talking About CX in Financial Services?

Financial 208
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2022 Experience Trends: What Employees & Customers Think About Evolving COVID Safety Measures

InMoment XI

InMoment’s Strategic Insights Team collected data from both consumers and employees of brands across North America from 11 different industries including retail, financial services, entertainment, grocery, healthcare, hospitality, insurance, restaurants, and more. About the 2022 Experience Trends Report. A Word About COVID.

Trends 493
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Efficient continual pre-training LLMs for financial domains

AWS Machine Learning

For example, the training data used for BloombergGPT is 51% domain-specific documents, including financial news, filings, and other financial materials. The authors of BloombergGPT concluded that their model outperforms all other models tested for four of the five financial tasks.

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. Register today!

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Guest blog: 5 Customer Experience Trends for Financial Institutions in 2023

Comm100

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. This is why it’s so important for financial institutions to know the trends and expectations their existing and potential customers have regarding the customer experience.

Financial 207
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CloudCherry – Tying Financial Goals to CX Metrics

CloudCherry

This requires a massive sea change in the metrics and strategy the profession is currently using to measure their success. CX can be tied to the financial goals of your business. NPS was always meant to be a proxy for true customer loyalty, because we didn’t have the means to measure it before. NPS can’t be your North Star.

Financial 218
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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

How can leaders leverage their CX metrics to establish financial linkage? Our featured panelists bring measured thoughts on the above (and more!) Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead.

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Should Loyalty Metrics Be Reassessed Post-Pandemic?

Two years later, CX pros are still curious about the impact the pandemic has had on customer expectations and how to modify their CX measurement programs accordingly. To answer these questions, we analyzed VOC data from programs across a variety of verticals – including Financial Services, Healthcare, B2B Services, Technology, and more.

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Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole. Derive more precise ROI calculations directly tied to company profitability, utilizing a measurement system and steady stream of financial data.

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How New Customer Experience Technology Can Generate Massive ROI

Speaker: Elissa Riddell, Justin Knowles, Melissa Maki, Ami Iceman-Haueter

Creating a digital first experience, complemented by in-person engagements where needed, is the name of the game for financial institutions in 2022. In this webinar, you’ll hear from three financial institution leaders about how they’ve pivoted to provide an omnichannel experience to their customers and members, and their lessons learned.

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Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?

CX pros are examining the impact the pandemic has had on customer expectations and how they might need to modify their CX measurement programs. After analyzing VOC data from verticals including Financial Services, Healthcare, B2B Services and Technology, we found some interesting answers. Do loyalty metrics need to be reassessed?

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How to Efficiently Transform Your Customer Service Through AI

Speaker: Rana Gujral, CEO at Behavioral Signals

How Behavioral AI can have an impact on the quality of customer conversations with a measurable increase of 20% in actual outcomes. Insights from a real-world case study, involving a European Financial Institution, and how behavioral AI managed to increase revenues by 20% while lowering call center costs by 7.6%.