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2023 Banking Outlook: Mid-Year Update

West Monroe

In our 2023 Outlook: The Future of the Banking Industry , we anticipated murky waters and a rising need for the use of digital solutions to better evaluate profitability, identify key customer touchpoints, and work to prevent deposit outflows and overconcentration. Download our 2023 Outlook. Are they scalable? Start planning today.

Banking 52
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Forrester’s 2023 Singapore CX Index Shows Scores Flat To Down

Forrester's Customer Insights

Since 2018, Forrester has been tracking how Singaporean customers rate their experience with some of the biggest brands in banking and auto and home insurance. This year’s Singapore Customer Experience Index (CX Index™) study reveals several important findings: CX quality among Singapore’s banks slightly dipped.

Banking 59
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The Rise of Chatbots: A Game Changer in Customer Experience

CX University

According to a Forrester study, 77% of customers have stated that a lack of wait time during an interaction is a key factor in overall satisfaction with a brand. However, the success of chatbots is not just about the technology itself; it’s also about meeting customer expectations.

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How retailers and “payviders” are disrupting U.S. healthcare in 2024

Clarivate

Amazon’s big splash happened in February 2023 when it purchased the national primary-care practice One Medical for $3.9 Strategy #1: innovate and create Amazon founder Jeff Bezos has said that overnight success takes about 10 years — and that ramp-up period may be what’s playing out for the ecommerce giant in healthcare.

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Struggling to Generate Leads through Video Marketing? Discover Strategies That Work

SurveySparrow

There are still some brands that haven’t gotten on board with video marketing – despite knowing its value – and the ones who have been are looking to build a more robust commercial video strategy. Video Marketing for Lead Generation According to CISCO, between 2018 and 2023, 82% of internet traffic came from video viewing or downloading.

Video 95
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Tipping Point Pressure: 60% Of Customer Service Managers Say This Will Be the “Toughest Winter Yet”

CSM Magazine

The American Customer Satisfaction Index reported that customer satisfaction levels have dropped by 5% since 2018—the largest descent in the 28-year history of ACSI. When asked what their biggest fear for 2023 was, respondents indicated that employee mental health suffering was identified as the top concern, at 28%.

Tips 93
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U.S. market access landscape: A push for control is erasing the boundary between payers and providers in U.S. healthcare

Clarivate

Pharmacy giants battle to bulk up with provider group buys CVS Health rattled the healthcare industry when it acquired one of the nation’s top insurers, Aetna, in 2018, and the giant retailer continues to make waves. In January 2023, VillageMD acquired Summit Health for $8.9 billion (with investments from Cigna’s Evernorth subsidiary).