OpinionLab

JUNE 24, 2016

It was a really interesting event with some great content from some of the brightest customer experience experts at the biggest brands in the financial services industry. Find out more about how financial services organizations can turn CX into competitive advantage by downloading our eBook.

Competitive Advantage 79

Competitive Advantage Financial Conference eBook 79

John Paul

MARCH 18, 2020

John Paul, leader in client relations and loyalty services, and Toyota Financial Services (TFS) have created “Start Connect”, a digital assistant that makes life easier for drivers. A few years ago, credit companies became financial services companies by developing leasing solutions, insurance, and maintenance contracts. Fuel Service.

Financial 52

Financial Connections Travel Insurance 52

Magellan Solutions

MAY 3, 2016

IBPAP delegation to CeBIT Australia 2016. Magellan Solutions was part of the IBPAP (Information Technology and Business Process Association of the Philippines) delegation to CeBIT Australia 2016 in May 2-4 2016 at Sydney Olympic Park. The post Magellan Solutions joins CeBIT Australia 2016 appeared first on Magellan Solutions.

Contact Center 63

Contact Center Ecommerce Healthcare Financial 63

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. The study, released in November 2016, showed that fintech adoption is particularly high in emerging markets like China and India. billion in funding. ” .

Customer Experience 193

Customer Experience Financial Banking Culture 193

InMoment XI

APRIL 10, 2017

The corporate world is very excited about the promise of improving customer experience, with an eye toward creating better financial outcomes. A Gartner Study found that in 2016, 89% of companies planned to differentiate themselves primarily based on their customer experience.

Customer Experience Management 200

Customer Experience Management Customer Experience Management Financial 200

InMoment XI

APRIL 10, 2017

The corporate world is very excited about the promise of improving customer experience, with an eye toward creating better financial outcomes. A Gartner Study found that in 2016, 89% of companies planned to differentiate themselves primarily based on their customer experience.

Customer Experience Management 200

Customer Experience Management Customer Experience Management Financial 200

TrustFuel

JULY 1, 2017

Based on our financial statement for 2016, our company has scored tremendous growth because the clients have recognized our quality and decided to utilize our software in their businesses. The post Customer Success Industry Report For 2016 appeared first on Trust Fuel.

Report 63

Report Industry Customer Success Software 63

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. Eliza (@eliza_jacobs) September 20, 2016. Vision Critical (@visioncritical) September 20, 2016. Amanda White (@iamAMLW) September 20, 2016.

Innovation 100

Innovation Marketing Social Media Healthcare 100

InMoment XI

APRIL 28, 2016

Article published in WardsAuto, April 28, 2016 Author: Steve Finlay / WardsAuto There’s little point in dealers striving for high customer-satisfaction scores unless they financially benefit, an auto-retailing insider once noted. Happy customers alone aren’t strong incentives.”

Consumers 200

Consumers Retail Financial Customer Satisfaction 200

InMoment XI

APRIL 28, 2016

Article published in WardsAuto, April 28, 2016 Author: Steve Finlay / WardsAuto There’s little point in dealers striving for high customer-satisfaction scores unless they financially benefit, an auto-retailing insider once noted. Happy customers alone aren’t strong incentives.”

Consumers 200

Consumers Retail Financial Customer Satisfaction 200

InMoment XI

APRIL 28, 2016

Article published in WardsAuto, April 28, 2016 [link] Author: Steve Finlay / WardsAuto There’s little point in dealers striving for high customer-satisfaction scores unless they financially benefit, an auto-retailing insider once noted. Happy customers alone aren’t strong incentives.”

Consumers 200

Consumers Retail Financial Customer Satisfaction 200

CSM Magazine

MARCH 18, 2024

The FCA Financial Lives survey indicates that around 47% of all customers have characteristics that could make them vulnerable. For firms governed by the Financial Conduct Authority (FCA), this website is an asset. These customers are reliant on organisations to provide clear communications, fair value and relevant support.

Training 52

Training Government Financial Resources 52

ijgolding

FEBRUARY 20, 2017

Wanting proof of the real financial benefit of a CX focused strategy is a very common requirement of those who run businesses – and so it should be. Yet their research calculated that thanks to poor customer service during 2016, the financial cost to companies in the UK alone was costing companies over £37 BILLION!!! (

Customer Experience 208

Customer Experience Poor Customer Service Financial Return on Investment 208

Avaya

JULY 27, 2017

73% admit they’d be more excited about a new offering from Apple, Google, or Amazon than from their own Financial Services Provider (FSP). The Explosion of AI for Financial Services. We’re seeing incredible AI breakthroughs across every sector, especially in financial services. 20% of bank customers are now digital-only users.

Financial 50

Financial Customer Experience Multi-Channel Banking 50

CX University

OCTOBER 30, 2017

CX University (CXU) announced today the official launch of Customer Experience (CX) Financial Consulting Services. Scott McCallister, new to CXU as VP of Consulting, will spearhead the mission to provide guidance to CX practitioners and organizations who need solid quantitative data connecting CX strategies to the financial bottom line.

Consulting 40

Consulting Financial Measurement Net Promoter Score 40

Help.com

JANUARY 31, 2016

Online retailer, Zulily , made headlines recently not for funding or financials, but for genuinely “wowing” a customer. We’re only a few weeks into January and already brands are setting expectations for a year of thoughtful experiences. Stories like this shouldn’t be surprising.

Customer Service 100

Customer Service Retail Financial Report 100

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Published on: January 12, 2017. What do the findings mean for companies?

Trends 48

Trends Customer Service Contact Center Analysis 48

Tricia Morris

APRIL 15, 2016

Get the 2016 Knowledge . The post INFOGRAPHIC: The Financial Impact of Customer Service appeared first on Parature. On the fence about investing in customer service? This infographic makes the business case for continued innovation and improvement: —————— Want More Knowledge?

Infographics 40

Infographics Financial Customer Service Poor Customer Service 40

QuestionPro Audience

JANUARY 8, 2018

In 2015, The Money Project created an infographic as a way of simplifying currencies, assets and other financial instruments in a way people can understand, and it evolved into a new way to understand the vast universe of global assets. With a revenue of $482B in 2016, it’s safe to say Walmart knows what they’re talking about.

Infographics 230

Infographics Retail Video Report 230

Magellan Solutions

JANUARY 11, 2016

Industry experts and insiders look forward to a revenue of $20-25 billion by 2016, as well as a projection of 8% of the country’s total GDP (gross domestic product). million new jobs this 2016; it currently employs over one million workers. Moreover, the industry is set to create over 1.5 Positive Forecasts.

Industry 40

Industry Call Center Healthcare Insurance 40

CSM Magazine

SEPTEMBER 17, 2015

Martin Ellingham, Product Manager at Aptean, discusses the impact of the Financial Conduct Authority’s (FCA) Complaints Handling Policy Statement PS15/19 on financial services businesses, and how Aptean has adapted its ‘Respond’ complaints management software to meet the new demands. says Ellingham.

Financial 40

Financial System Meeting Policies 40

Forrester's Customer Insights

DECEMBER 6, 2023

We recently completed The Forrester Wave™: Digital Operations Planning And Analytics, Q4 2023, covering what is also known as enterprise performance management (EPM), financial planning and analytics (FP&A), or extended planning and analytics (xP&A). We see significant interest […]

Analytics 31

Analytics Financial Management Customers 31

CSM Magazine

NOVEMBER 18, 2016

The banking and financial services sectors have the best levels of customer service satisfaction in the UK – that’s according to Bright, which today released the results of its first ever ‘Industry Satisfaction Survey’, via its latest Customer Experience Report. Financial Services: 89%. Banking: 91%.

Banking 40

Banking Financial Customer Satisfaction Transportation 40

Forrester

JUNE 21, 2016

Then we gathered financial data from company SEC filings like Forms 10-K and 10-Q. To do that we compared five pairs of publicly traded companies where one company in each of the pairs had a significantly higher score than the other in Forrester's Customer Experience Index during the period 2010 to 2015.

Customer Experience 75

Customer Experience Airlines CRM Sales 75

CSM Magazine

SEPTEMBER 12, 2023

Zenarate serves a growing global customer base within the financial services, insurance, healthcare, telecommunications, technology, retail, and travel industries. His contributions ranged from driving product market fit, persona development, and product messaging to leading a successful rebranding effort for the company in 2016.

Training 59

Training Telecommunications Marketing Contact Center 59

Calabrio

JANUARY 12, 2020

She had to do it while also accelerating Calabrio’s transition to a SaaS business model—a decision with significant repercussions on financial forecasting and reporting, and product and business decisions. As CFO, Jenny (of course) was expected to help Calabrio continue its aggressive growth. The difference? Which leads me to my next point….

Financial 130

Financial Exercises Software Contact Center 130

Kerry Bodine

JULY 31, 2017

The American Customer Satisfaction Index (ACSI) had recently made headlines, along with a 13-year financial analysis of the publicly traded companies in the index. If you had followed this investment strategy since April 2000, an initial $100 investment would have been worth $761 at the end of 2016.

Customer Experience 180

Customer Experience Analysis Customer Satisfaction Financial 180

Beyond Philosophy

FEBRUARY 15, 2018

The Consumer Financial Protection Bureau (CFPB) meted out a $185 million fine that included a $100 million penalty to Wells Fargo in 2016 for their violation and abuse of consumer trust. 8 September 2016. Now the question becomes what should Wells Fargo do next? million deposit accounts and over 500,000 credit accounts in all.

Banking 141

Banking Financial Customer Experience Consulting 141

Clarivate

JANUARY 3, 2023

Starting with 12,160 Research Fronts, representing papers published and cited between 2016 and 2021, the next step was to select the fronts containing core literature that is both highly cited and recent – an indicator of particularly active and fast-moving research.

Report 98

Report Analysis Course Leadership 98

Customer Bliss

OCTOBER 10, 2017

Financials and profitability models. 2014-2016: The initial roll out of services and experiences. 2016-2018: Excellence around execution. We’ll get into further detail later: Brand. Target markets. Product/service strategy. Channel strategy. People and culture. Systems (mostly IT dependencies and requirements).

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

Customer Bliss

JUNE 18, 2019

When they finally won that championship title in 2016, it had been 108 years since a Cubs jersey was in a World Series. And when that championship title finally came in 2016, my family—as well as millions of other Cubs fans around the world—were rewarded for trusting that their team would eventually win. Of course you wouldn’t.

Chief Customer Officer 161

Chief Customer Officer Video Course Banking 161

Experience Matters

MAY 31, 2016

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S.

Customer Experience 120

Customer Experience Survey Industry Consumers 120

Magellan Solutions

MAY 3, 2022

Financial Institutions. Prudential Financial. Principal Financial Group. In 2016, some onshore call center workers at Verizon engaged in a seven-week strike in the Philippines. Financial Institutions. Businesses under the banking and financial industry deal with countless customers daily. Utility Sector.

Call Center 81

Call Center Company Telecommunications Banking 81

CloudCherry

FEBRUARY 11, 2019

They saw financial services has an area of focus and there were just so many ways to differentiate their Credit Union in the market. In 2016, when Ralph Cumbee was named the CXO, he realized the potential of ‘Member Experience’ in the fast-developing digital world. The Credit Union space is rapidly growing into digital.

Customer Journeys 150

Customer Journeys Net Promoter Score NPS Survey 150

Customer Bliss

AUGUST 1, 2017

While he’s been in customer-facing roles for about 25 years, he’s only been at Aon Hewitt since mid-2016. He joined his current employer, Aon, in mid-2016 charged with developing and executing a strategy that would deliver easy, effective and emotionally appropriate experiences to its retirement and investment fund members.

Customer Experience 0

Customer Experience B2C Retail System 0

Calabrio

NOVEMBER 8, 2019

She had to do it while also accelerating Calabrio’s transition to a SaaS business model—a decision with significant repercussions on financial forecasting and reporting, and product and business decisions. As CFO, Jenny (of course) was expected to help Calabrio continue its aggressive growth. The difference? Which leads me to my next point….

Financial 100

Financial Exercises Software Contact Center 100

NICE inContact

OCTOBER 5, 2016

In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. This deep dive study provides a glimpse into working on the front lines of the customer service industry. “Why do I need to give it to you, again?”

Telecommunications 185

Telecommunications Policies Financial Customer Service Representative 185