West Monroe

JUNE 22, 2022

Above all, remember to enable personalized experiences that align with your customers' preferences. And still, some customers prefer to talk to a human or go into the branch. A better employee experience correlates with positive customer experience. The bottom line.

Omni-Channel 52

Omni-Channel Customer Service Strategies Strategy Customer Service 52

Team Support

MAY 31, 2023

Chatbots are not only a benefit for customers, but they’re a great support for the customer agents you already have on staff. A recent study shows that 89% of executives agree that a satisfying employee experience leads to a better customer experience. Research shows that customers are 2.4

Chatbots 98

Chatbots Customer Service Competitive Advantage Self Service 98

Customer Bliss

AUGUST 3, 2018

Like myself, Rob has seen the evolution of customer experience grow from the initial perception of customer service to a more holistic view of customer experience, inclusive of employee experience.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Think Customers

OCTOBER 28, 2020

For financial institutions, what was a slow shift toward mobile banking, contactless transactions, and digital insurance sped up when COVID-19 reinforced the need for fast, secure, and remote access to funds and financial information.

Financial 52

Financial Insurance Banking Customer Journeys 52

Integrity Solutions

OCTOBER 27, 2021

Investing in customer service can decrease your churn rate, which decreases the amount you have to spend on acquiring new customers and decreases the overall Customer Acquisition Cost (CAC). In the banking sector this is especially apparent. An End-to-End Customer Service Strategy.

Customer Service 67

Customer Service Self Service Banking Culture 67

CSM Magazine

JUNE 7, 2023

In this article, we dive into definitions, benefits, and use cases to help you really understand what omnichannel means and how you can leverage omnichannel services to unify and improve customer and employee experience. Omnichannel Customer Service. What does it mean? And there you have it!

Omni-Channel 98

Omni-Channel Customer Service Social Media Banking 98

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147