Lumoa
SEPTEMBER 30, 2022
Let’s take a look at the trends that will shape the customer journey in banking in 2023 and beyond. Modern consumers are also extremely self-sufficient. So much so, that 4 out of 5 customers expect to see more self-service options from financial institutions. Future Trends for Customer Experience in Banking in 2023.
ShepHyken
NOVEMBER 6, 2023
The Latest Trends in CX Self-Service by Jeremy Watkin (Call Centre Helper) As more and more people isolate themselves into the post-pandemic, virtual world of social media, the backlash when they can’t quickly solve their issues increases in severity. My Comment: Self-service is great until it doesn’t work.
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Lithium
FEBRUARY 7, 2023
A Cautionary Tale: The time TikTok users shut down a billion-dollar company’s page - When it comes to crafting TikTok content, there are a lot of tips and tricks floating around the marketing industry. Making something truly worth watching is one piece of advice that seems to miss these knowledge roundups.
Lumoa
APRIL 28, 2024
Qualtrics launched their generative AI XM/os2 in 2023 and announced that they are investing $500 million in AI innovation over the next four years. Qualtrics and Medallia’s service model leans toward managed services rather than self-service.
ShepHyken
MAY 15, 2023
Here’s another version of the question: If a company provides a good self-service experience (fueled by AI and technology), will the customer feel any type of emotional connection? Creating digital self-service solutions, especially using AI, can be powerful, but at the same time can potentially commoditize the company or brand.
CSM Magazine
JULY 26, 2023
UK analyst for the contact centre and CX industry ContactBabel in its 2023 Decision Makers Guide discovered a ‘very wide spread of attrition rates across the industry with 22% of respondents having to deal with attrition rates of over 30% compared to only 16% in 2020.’ For more flex-boosting tips and techniques, visit Calabrio.
Inbenta
NOVEMBER 9, 2021
Guiding Bank Consumers Towards Digital Self-Service. Digital services have become mainstream features in nearly every sector. Any service that can be delivered online, is technically a digital service. The combination of digital services and self-service is a different matter. .
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