West Monroe

JUNE 29, 2017

For the first time in the post Great Recession era, the economy has proven it can withstand the effects of reversing the Quantitative Easing (QE) practices that began back in November of 2008. Mid-market banks are quickly looking to enhance these capabilities to address both customer acquisition and growth of existing relationships.

Banking 53

Banking Retail Government Financial 53

Forrester's Customer Insights

MARCH 5, 2020

Not only has the 2008 global financial crisis exacerbated economic inequality, it has also caused a massive reputational damage to the […]. There’s no better time than the start of a new decade to take a retrospective look at the past and reflect on what has changed, and what hasn’t. Looking back, the evidence is clear.

Financial 36

Financial Strategy Customer Experience Customers 36

Forrester's Customer Insights

AUGUST 4, 2014

That''s why we invited Louise Long to speak at Forrester''s Summit For Marketing & Strategy Professionals: Australia. Louise is Head of Customer Experience at National Australia Bank (NAB), leading the company''s initiatives to deliver truly great customer experiences to NAB''s clients. Customer Insights'

Customer Experience 40

Customer Experience Banking Retail Customers 40

Clarabridge

DECEMBER 7, 2016

Rogers : We are a central team that governs and oversees all of the customer feedback data management and analysis. We work with other departments across the company, sharing customer insights and acting on the feedback together. The VOC team sits under the VP of Customer Success, who reports into our CEO.

Feedback 81

Feedback Survey Case Study Analytics 81

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. 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

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. 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

Wootric CX Blog

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Why we love David : He’s VP of Customer Insights at Ancestry.com. Melinda Gonzalez. Steven Van Belleghem.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Clarabridge

DECEMBER 7, 2016

Rogers : We are a central team that governs and oversees all of the customer feedback data management and analysis. We work with other departments across the company, sharing customer insights and acting on the feedback together. The VOC team sits under the VP of Customer Success, who reports into our CEO.

Feedback 40

Feedback Survey Case Study Analytics 40

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. Untapped insight in your customer base.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Forrester's Customer Insights

APRIL 25, 2018

The marketing automation stage began to grow exponentially around 2008 and has reached critical mass in its first decade. […]. The CRM stage started in the 1990s and accelerated quickly a decade later with lower-priced cloud offerings.

Marketing 8

Marketing Sales CRM Data 8

West Monroe

JANUARY 25, 2022

Banks need to build a revenue model that offers advanced customer segmentation, early-stage opportunity identification, early detection of significant cross-sell opportunities, and pre-defined sales targets supported by work plans that make sense. As such, banks need to refocus their hiring strategies and prioritize digital-forward talent.

Banking 52

Banking Financial Trends Multi-Channel 52

Bold360

DECEMBER 1, 2016

Without a doubt the biggest mistake is…” Assuming that a CRM solution should be selected prior to building out a comprehensive customer experience strategy. The sad truth is most organizations are under the erroneous impression that they can solve many of their customer relationship issues by purchasing a software package.

Software 40

Software Customer Experience Company CRM 40