West Monroe

MAY 17, 2023

Forward-thinking technology has become table stakes for all banks, especially given the rapid growth of fintech companies shaping the market. Fintechs, digital currencies, and neo banks are creating an increasingly fragmented industry with a myriad of digitally forward options for consumers. With upwards of $4.7 With upwards of $4.7

Banking 52

Banking Technology Innovation Roadmap 52

West Monroe

JANUARY 25, 2022

It is also assumed that M&A will be a hot topic in 2022 as banks look for new growth opportunities and to increase the speed at which they can invest and scale their technology platforms. Payment and monetary disruption: the rise of crypto in mainstream banking. This outlook will not include an analysis of M&A trends.

Banking 52

Banking Financial Trends Multi-Channel 52

West Monroe

JUNE 29, 2021

Webinar overview: The key to driving predictable revenue growth within Commercial Banking is for Relationship Managers to become trusted advisors to their clients. Many banks entered the COVID-19 economy lacking a unified, strategic sales culture. That’s a tall ask.

Banking 52

Banking Sales Resources Leadership 52

CX Accelerator

JANUARY 11, 2021

Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Also, they published the Culture Book (pictured).

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

West Monroe

DECEMBER 11, 2022

This means that at a time when banks are poised to generate “cycle” high-net interest margins, they’re instead forced to prepare for volatility: increasing loan loss reserves, optimizing their workforce, and scrounging for deposit bases. Facing an economic downturn, banks should play offense.

Banking 52

Banking Marketing Self Service Financial 52

West Monroe

MAY 17, 2023

Forward-thinking technology has become table stakes for all banks, especially given the rapid growth of fintech companies shaping the market. Fintechs, digital currencies, and neo banks are creating an increasingly fragmented industry with a myriad of digitally forward options for consumers. With upwards of $4.7 With upwards of $4.7

Banking 40

Banking Technology Innovation Roadmap 40

Think Customers

JUNE 29, 2022

From online deliveries to online banking, brands rushed to provide digital options that were adopted even by technology-averse consumers. Virtual employees go the distance to cultivate culture. In her session, Forrester Principal Analyst Katy Tynan busted the myth that on-site employees create a better culture than virtual employees.

Conference 59

Conference Culture Customer Journeys Employee Engagement 59

West Monroe

APRIL 6, 2022

Today’s mid-size ($20B-$50B AUM) and regional banks ($50B-$100B AUM) find themselves in a unique spot: big enough to require competing with larger banks on digital customer products but too small to absorb the consequences of strategic technology blunders when it comes to investing in them.

Banking 52

Banking Technology Marketing Roadmap 52

ijgolding

MAY 17, 2017

The driving force behind that, was the culture Jack Welch embedded across the GE empire. Part of company culture is path-dependent it’s the lessons you learn along the way. The post Role model customer centric leadership: why I am a huge fan of Jeff Bezos! Jack Welch believed in people – employees AND customers.

Customer Centricity 181

Customer Centricity Leadership Competitive Advantage Sports 181

CX Journey

NOVEMBER 15, 2017

Image courtesy of Pixabay In business, your culture is the soul of the organization. Translate that to your company, and it becomes a good proxy definition for culture. The culture embodies the soul of the organization. As I mentioned in a previous post , we know that Culture = Values + Behavior.

Culture 125

Culture Competitive Advantage Banking Employee Experience 125

Integrity Solutions

AUGUST 19, 2019

In a complex, highly competitive marketplace, bank leaders and managers who make it a priority to create a culture that is built around understanding what the customer needs and values—and the mindset necessary to deliver on it—will have the advantage. The Rise of Technology in Banking: A Double-Edged Sword. By Donna Horrigan.

Banking 47

Banking Financial Trends Loyalty 47

CSM Magazine

MAY 16, 2024

Helen Wilson, Chief Operations Officer at Atom Bank; Heather Drinkwater, Head of Operations at Benenden Health; and Joe Quinliven, Head of Customer Care at Gousto, all shared their wisdom as contact centre and customer service leaders. As Helen from Atom Bank put it, “We had a very clear strategy from day one.”

Customer Service 52

Customer Service Banking Consulting Groups 52

CX Accelerator

JANUARY 11, 2021

Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Also, they published the Culture Book (pictured).

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

Experience Investigators by 360Connext

APRIL 23, 2024

For instance, referred customers at a German bank were found to be 25% more profitable than those acquired through other channels. This not only enhances skills but also fosters a culture that prioritizes customer experience. And while more revenue is great, organizations also want to lower expenses.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Experience Investigators by 360Connext

NOVEMBER 26, 2014

Relationships are like banks. That way, there’s always something in the bank for a withdrawal.”. Apply this idea to relationships with customers , and you’ll see everyone, whether customer or company, needs to make a withdrawal from the relationship bank at times. It’s in the bank! However, there are conditions.

Banking 286

Banking Loyalty Culture Social Media 286

ijgolding

NOVEMBER 23, 2018

– there is NO constant change of leadership; NO constant change of strategy; NO constant restructuring. To bring this question to life, I want to share a new, exciting development in the UK banking industry. For the first time, all UK banks will have their VOC measured completely independently. They cannot be gamified.

Measurement 208

Measurement Banking Gamification Financial 208

CX University

SEPTEMBER 18, 2018

We look at four case studies of some of today’s most successful organizations, analyzing how they achieve these cornerstones through engagement, in all cases finding the same, ineluctable linkage between leadership, employees and market environment. Quicken Loans stabilized its workplace culture with a strong employee referral program.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

ijgolding

JUNE 14, 2017

One entrant, the Dubai Islamic Bank showed how powerful the right level of communication can be. The post Communication — Essential to Creating and Sustaining a Customer-Centric Culture appeared first on I J Golding. There is no right or wrong way to communicate – it just needs to be consistent, engaging and to a degree fun.

Customer Centricity 171

Customer Centricity Communication Culture Customers 171

Beyond Philosophy

JANUARY 16, 2018

CMC Thought Leadership Principal, Beyond Philosophy. A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” Only a culture of stakeholder-centricity can be defined in that way.

Culture 83

Culture Company Customer Centricity Travel 83

ECXO

SEPTEMBER 6, 2023

When: September 13th Time: 1 PM CET – 12 PM GMT Registration is exclusively available on ZOOM: [link] Get ready for another enriching session featuring an exceptional lineup of panelists: Anne Frisgaard Jacobsen, Director of Customer Experience and Leads at Jyske Bank Navin C.

Customer Experience 75

Customer Experience Data Customer Centricity Culture 75

Integrity Solutions

AUGUST 21, 2019

Successful banks recognize that “the customer” isn’t just an external entity. Capturing untapped opportunities requires a collaborative culture that focuses on creating value for internal customers who, together, share the common goal of creating value for external customers. Part 2 in a blog series. by Donna Horrigan.

Banking 42

Banking How To Culture Meeting 42

CSM Magazine

NOVEMBER 3, 2023

The global choice BPOs offer to clients ensures fully informed decisions can be made on delivery location, with countries such as South Africa offering a highly empathetic, culturally aligned and cost-effective option. About the Author Karl Brough is the General Manager for the U.K. and South Africa at Foundever. and South Africa.

Return on Investment 59

Return on Investment Leadership Financial Banking 59

CX Journey

OCTOBER 4, 2016

The concept itself, which is also the title of a book ( Weology: How Everybody Wins When We Comes Before Me ), summarizes the leadership style of Peter Aceto , CEO of Tangerine Bank. I followed up and said that I'd love to hear what he's doing at Tangerine Bank, ultimately asking him for an interview.

Banking 187

Banking Culture Innovation Employee Experience 187

CSM Magazine

MARCH 5, 2024

Throughout his career, Mike has demonstrated a passion for creating outstanding cultures and environments for development, as evidenced by achieving Best Companies accreditation. His leadership style aligns perfectly with Business Systems’ commitment to excellence and client satisfaction.

System 52

System Innovation Banking Communication 52

Experience Investigators by 360Connext

OCTOBER 20, 2014

RULES are established instead of culture. Following the rules is not fun, but believing in a culture is. This leadership change gives you some breathing room to break bad habits and deliver sustainable customer happiness – don’t waste the opportunity! Venture capitalists want banking statements, not emotional ones.

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

Talkdesk

DECEMBER 17, 2020

In developing this new report, we surveyed more than 200 CX global professionals across banking, lending, wealth, insurance, payments and fintech, and almost 900 financial services customers. Bringing CX to the forefront requires a cultural shift. The first report launched is The CX Revolution in Financial Services and Insurance.

Insurance 106

Insurance Financial Touchpoint Contact Center 106

Beyond Philosophy

NOVEMBER 3, 2015

If you enjoyed this post, you might be interested in the following blogs: Cracking Employee Engagement Through Leadership. Employee Culture: Why Amazon is on Top and Bank of America Isn’t. The post What My Boss Taught Me about Leadership appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

Leadership 60

Leadership Banking Employee Experience Employee Engagement 60

Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. He’s the author of Culture Renovation: A Blueprint for Action 18 Leadership Actions to Build an Unshakable Company.

Culture 105

Culture Leadership Analysis Groups 105

CX Journey

OCTOBER 6, 2016

Image courtesy of Peter Aceto This is Part 2 of a two-part series on my discussion with Tangerine Bank CEO, Peter Aceto. It's a challenge that customer experience professionals face as they attempt to get executive commitment, transform the organization's culture, and more. He loved that Tony took culture to the next level.

Culture 169

Culture Banking Metrics Employee Engagement 169

UJET

JANUARY 22, 2020

Darcey joins UJET with a long and prestigious track record of success across both software and hardware technologies including Markforged , Cisco Meraki, and Bank of America. Darcey answered a few questions so our customers and the public can get to know the newest member of the UJET leadership team. Tell us a bit about yourself?

Culture 112

Culture Roadmap Travel Banking 112

Customer Bliss

MAY 16, 2018

Like our previous guest, Patricia Pedhom Nono , Francis is a tech guy who made his way into customer service, taking on CX leadership in the company’s newly created role. When Francis joined Rigor, the company was ready for an executive leader that represented the customer – they wanted to create a customer first culture.

Customer relationships 111

Customer relationships Banking Chief Customer Officer Leadership 111

Customer Bliss

APRIL 16, 2019

As customers, we kind of feel like this is our time to get what we want, but the fact of the matter is that a lot of organizational data, culture and processes have to be worked through to get to this state for any company. Easy answer, hard solution. Pace Yourself to Get It Right. So, as your mom would say, “Pace yourself.”

Case Study 174

Case Study Study Self Service Chief Customer Officer 174

The DiJulius Group

APRIL 14, 2021

Customer Service Feature Story The foundation of every great culture is built on strong leaders who constantly recognize their employees’ contributions. However, when Dave Timmons was the SVP at Bank of America, he took it to another level. 5 Quick Tips to Help you Make Price Irrelevant 1. He says, “I asked one of my.

Employee Engagement 112

Employee Engagement Engagement Banking Tips 112

West Monroe

OCTOBER 9, 2023

Market leadership is crucial to our assessment. The primary challenge software companies face on their path to profitable growth is often a cultural one. However, when companies mature, attain market leadership, and look toward profitability, a cultural shift becomes necessary. What does digital mean to you?

Software 52

Software Innovation Leadership Culture 52

Magellan Solutions

MARCH 26, 2024

Location: Philippines Specialties: Banking, Insurance, Retail Why for SMEs?: They also imply such features as the geographic location of the BPO, its cultural compatibility, and the security of the contractual relationship. Sitel Philippines Inc. Teleperformance Location: Global Presence Specialties: Multi-industry Why for SMEs?

Customer Service 52

Customer Service Multi-Channel e-support Culture 52

Michel Falcon Experience

FEBRUARY 27, 2020

Receiving a loan from the bank with this proof of income wasn’t very likely. Before Patrick’s leadership, we were largely a team of 20-25 year-olds. She hung onto every word because she was fascinated by the example of leadership and making tough decisions. He Changed the Employee Profile. really was my real-world MBA.

Banking 97

Banking Employee Engagement Case Study Guidelines 97

Lumoa

FEBRUARY 7, 2023

The retail and commercial bank based in the UK is processing customer feedback from a variety of channels. Helsinki, 31 January 2023 The UK-based retail and commercial bank Shawbrook has selected Lumoa to help them manage and analyze feedback from their customers. “Our What’s more, it’s an intuitive platform that anybody can use.”

Banking 208

Banking Feedback Management Culture 208