Eptica

FEBRUARY 7, 2018

Date: Wednesday, February 7, 2018 The 6 key challenges to successful self-service – and how to overcome them. Author: Sylvain Maugard Today’s connected consumers have high expectations of the brands they deal with. No wonder that both consumers and companies are turning to online self-service systems.

Self Service 49

Self Service How To Knowledge Base Competitive Advantage 49

AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. The bots can answer FAQs, provide self-service experiences, or triage customer requests before transferring to a human agent.

Contact Center 94

Contact Center Chatbots Self Service Touchpoint 94

West Monroe

APRIL 28, 2022

With the ever-quickening pace of digital across the industry, banks are also now confronting an increasingly fragmented industry, splintered by new banks and big tech challengers creeping into the territory of traditional banks. On the inside, the profile of a bank employee is also evolving.

Banking 52

Banking Self Service Government Financial 52

Calabrio

NOVEMBER 25, 2020

In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic. These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center.

Contact Center 130

Contact Center Self Service Analytics Banking 130

West Monroe

AUGUST 15, 2022

Middle-market banks have historically employed a fragmented digital strategy to improve back-office efficiency, focusing on sales enablement and client servicing. Banks are using multiple online solutions and vendors for application frameworks and software. Featured Content.

Banking 52

Banking Customer Experience Marketing Self Service 52

CSM Magazine

OCTOBER 12, 2022

From chatbots to augmented reality, businesses are using technology to create a more seamless and enjoyable customer experience. Here are 25 ways that technology is revolutionizing the customer experience. One technology that is starting to gain traction in the customer experience space is Augmented Reality. Speech Analytics.

Technology 52

Technology Self Service Customer Experience Customer Journeys 52

West Monroe

APRIL 28, 2022

With the ever-quickening pace of digital across the industry, banks are also now confronting an increasingly fragmented industry, splintered by new banks and big tech challengers creeping into the territory of traditional banks. On the inside, the profile of a bank employee is also evolving.

Banking 40

Banking Self Service Government Financial 40

Lumoa

APRIL 21, 2022

There is now customer insight technology that can, in real-time, identify sentiment, uncover insights, and determine trends. Assume that your Customer Insight technology tells you that: 8% of your calls can be categorised as “lack of transparency”, where customers contact you to find the status of a process or get an update on something (e.g.,

How To 208

How To Self Service Banking Customer Satisfaction 208

Solvvy

JUNE 22, 2022

But the relevance of that answer can vary depending on the type of technology that powers the solution. Conversational artificial intelligence (AI) enables a natural exchange — much like talking to a customer service rep — that helps time-strapped customers get the information they need quickly and with minimal frustration.

Self Service 119

Self Service e-support Chatbots Knowledge Base 119

Kayako

JANUARY 24, 2018

I’d purchased flights through a popular comparison site only to find double charges in my bank account. Did my bank have an error? I got my answer in the end (and my refund), but it wasn’t an ideal way to spend the first hour of my Sunday morning or my first customer service transaction this year that stressed out.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Vonage

MARCH 26, 2018

Last year, Amazon announced that it employs 45,000 robots across 20 fulfillment centers; Yobot the robot ensures customers enjoy conversation-free service at Yotel’s pod hotel in New York; and "chatbots" continue to help businesses deliver everything from online banking to checking in for flights.

Interaction 159

Interaction Self Service Poor Customer Service Hotels 159

Comm100

JANUARY 11, 2023

In customer experience research sponsored by Amazon , we can see generational preferences in the customer service space emerge. Perhaps the most pronounced differences among generations came in attitudes toward digital self-service tools like chatbots. Self-service option. Article by. Kate Rogerson.

Customer Service 212

Customer Service Self Service Chatbots Healthcare 212

NICE inContact

JULY 31, 2019

toying with the idea of waiting until intermission before calling the bank. On my mother’s advice I agreed that it’d be foolish to delay reporting it to the bank and started looking up the bank’s ‘Lost and Stolen’ hotline on my mobile phone. This is where conversational AI shines – by connecting with us through natural language.

Customer Experience 141

Customer Experience Self Service Contact Center Banking 141

Beyond Philosophy

NOVEMBER 4, 2018

Institute self-service: There are times when you just want to do it yourself. Panera does a great job of this with their self-service ordering and expediting systems where they bring it to the table. Use technology: Leveraging technology to make it easy for your customers is paramount.

Customer Experience 162

Customer Experience Self Service How To Banking 162

Eptica

AUGUST 14, 2015

Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. Author: Pauline Ashenden Twenty years ago, the majority of banking was carried out face-to-face through an extensive branch network and most consumers remained with the same bank for much of their lives. Published on: August 14, 2015.

Banking 48

Banking Self Service Social Media Customer Experience 48

NobelBiz

AUGUST 22, 2023

Voice over Internet Protocol, commonly known as VOIP, is a technology that enables voice communication and multimedia sessions over the Internet. This mix of technology and human care turns a contact center into a trustworthy place where good conversations happen. Understanding the Basics: What is VOIP?

Analysis 98

Analysis Contact Center Telecommunications Self Service 98

Avaya

OCTOBER 25, 2017

Sources like CNBC and The Telegraph predict that the retail bank branch will die within the next decade. In fact, the market is heading towards bank branch innovation unlike anything we’ve ever seen. Traditional vendors must now compete alongside newer digital-only banks like Ally in the U.S., In Italy, banks like CheBanca!

Banking 58

Banking Innovation Brands Self Service 58

Magellan Solutions

JANUARY 24, 2024

Enhancing customer satisfaction and engagement keeps your business connected at all times. The ability answering service is your answer. Enhancing customer satisfaction and engagement keeps your business connected at all times. We felt the human connection was getting lost. We don’t just enable connections.

Customer Service 52

Customer Service Self Service Customer Satisfaction Connections 52

ShepHyken

JUNE 28, 2019

Technology replacing humans. Yet bank employees did not disappear with the advent of the ATM. Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. In general, technology is augmenting —not replacing — the employee. That’s what we all fear.

Contact Center 112

Contact Center Self Service Banking Airlines 112

Forcivity Salesforce

APRIL 1, 2022

Effective customer experience management in financial services can elicit loyalty in customers, which increases customer retention, customer lifetime value, and overall revenue as well as improves customer relationships. Digital natives expect there to be easy-to-use fintech available to them through their financial services provider.

Financial 52

Financial Self Service Customer Experience Multi-Channel 52

CSM Magazine

DECEMBER 18, 2018

Explain Market Research, one of the UK’s leading customer insight agencies, has explored how companies turn customers into fans, and banks came out on top. Kim Davis, managing director of Explain, highlights what other companies can learn from the banking industry. Digital Disruption. throughout the customer journey.

Banking 40

Banking Self Service Customer Journeys Innovation 40

Eptica

JANUARY 24, 2020

For example, none of the banks evaluated in the 2019 Eptica Digital CX Study gave a satisfactory answer to a routine question sent via email – yet 80% of them responded accurately on Twitter and 45% on Facebook. To find out more, please contact us or connect with me via LinkedIn but please no survey requests!

Self Service 106

Self Service Knowledge Base Customer Satisfaction Social Media 106

Beyond Philosophy

MARCH 31, 2015

Both quotes seem to apply to what is currently transpiring with retail branch banking, and where it seems to be trending. Banks can’t quite make up their minds about what branches are supposed to be. Are they technology centers, with increased reliance on self-service devices, speed, and with minimal customer interface?

Banking 60

Banking Customer relationships Self Service Financial 60

CSM Magazine

NOVEMBER 10, 2022

Financial services leaders are increasing their focus on digital-first initiatives to optimize the customer experience and increase retention and loyalty – a trend that emerged out of pandemic necessity and became a preference that is here to stay. Improving the Branch Experience for In-Person Service.

Financial 52

Financial Banking Customer Experience Self Service 52

Avaya

JUNE 26, 2019

Research suggests five essential investments for navigating the contact center of the future: Effortless self-service: Gartner predicts that by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service interactions, rising from 40% in 2019.

Contact Center 63

Contact Center Self Service Banking Policies 63

Avaya

NOVEMBER 8, 2017

The financial services industry ranks as one of the top markets to experience massive digital disruption in the coming years. So, how will the bank branch be impacted? We have an idea of where bank branch digital transformation is headed…. But this hasn’t stopped demand for traditional banking. Viva la Branch.

Banking 40

Banking Omni-Channel Multi-Channel Self Service 40

TechSee

APRIL 2, 2019

The explosion in connected devices and the prevalence of online shopping mean that millions of products are now shipped daily, With online commerce projected to pass the $3 trillion mark in 2019. Computer vision is the technology that enables computers to see, recognize and process images in the same way as humans – and then some.

Contact Center 174

Contact Center Self Service Video Average Handle Time 174

Strativity

SEPTEMBER 20, 2017

The bank designed a complete digital transformation that included sophisticated mobile and digital self-service platforms, which empowered employees to conduct business at their own pace and preferred location. All of these efforts were backed by market research, trend assessments, and technology discoveries.

Self Service 75

Self Service Banking Customers Trends 75

Uniphore

OCTOBER 5, 2021

The Impact of Digitization on Our Services, Employees and Customers While firms invest in their core and middleware platforms, the impact is felt at the customer-facing end of the digital asset spectrum. We also revamped our middleware platform, which connects the core to our customer-facing assets.

Insurance 100

Insurance Self Service Contact Center Travel 100

ShepHyken

AUGUST 20, 2018

Self-Service. Technology. Self-Service : While self-service sounds like it’s making more work for the customer, this isn’t really the case. Many customers prefer the self-service checkout option at the grocery store if it means not having to stand in a long line. They are: 1.

Self Service 81

Self Service Industry Banking Video 81

TechSee

MAY 15, 2018

While the connected home market is growing steadily, it certainly has not exploded. In fact, according to PwC’s 2017 consumer study of the IoT and the connected home, while 81% of consumers are aware of smart technology, only 26% actually own a smart device. Interoperability and Stability.

Analysis 111

Analysis Marketing Self Service Wireless 111

Alliance by IFS

JULY 31, 2018

In this post from Astea’s Managing Director – Asia Pacific Steve Scott, see how innovation creates demand in today’s information revolution—and how your company can use technology to be proactive about growing your business and exceeding customer expectations of service. Traditional service standards.

Customer Expectations 80

Customer Expectations Technology Automotive Innovation 80

Alliance by IFS

JULY 31, 2018

Traditional service standards. Customers would no longer consider accepting the lack of technical data as an excuse for slow service. The very pace of business had accelerated manifold and continues to do so to this day as new technologies continue to emerge. Technology changes expectations. The future of field service.

Customer Expectations 75

Customer Expectations Technology Automotive Innovation 75

Bold360

AUGUST 3, 2020

The banking universe is made up of two distinct worlds. There are those very large financial institutions — the Wells Fargos and Banks of America — that have giant IT budgets and big technology teams that can get CX done. Then, there are the little guys — regional banks, community banks, and credit unions.

Chatbots 52

Chatbots Customer Engagement Banking Engagement 52

ProProfs Chat

NOVEMBER 17, 2017

Yes, customer experience extends to service! Using each connection with customers for multiple purposes (without annoying anyone), speeds research and service at reduced cost. If you can’t afford the time, risk, or cost of putting technology in front of customers, give it to your front-line reps. Tech That Supports Reps.

Self Service 111

Self Service Trends Chatbots Omni-Channel 111

Think Customers

JULY 1, 2020

It’s a business so ingrained in the trends and innovations of every industry from healthcare, travel, banking, and more. In many cases, companies have already seen costs decrease while contact resolution, employee productivity, and customer satisfaction increase through a mix of people and technology to deliver great customer experiences.

Contact Center 52

Contact Center Self Service Healthcare Chatbots 52

Beyond Philosophy

NOVEMBER 4, 2018

Institute self-service: There are times when you just want to do it yourself. Panera does a great job of this with their self-service ordering and expediting systems where they bring it to the table. Use technology: Leveraging technology to make it easy for your customers is paramount.

Customer Experience 74

Customer Experience Self Service How To Banking 74