GetFeedback

SEPTEMBER 2, 2019

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Companies are now using machine learning technology to improve customer experience and traditional institutions usually resistant to change are coming under pressure from a customer base that wants more.

Net Promoter Score 210

Net Promoter Score Self Service Financial Customer Centricity 210

CSM Magazine

OCTOBER 16, 2023

David Luck, Co-founder and CEO of Capital on Tap Today’s customers demand more from their financial providers. They expect fast, seamless, personalized banking experiences and, above all, exceptional customer service. It directly impacts how customers perceive the business, resolve issues and access support.

Industry 52

Industry Customer Service Social Media Net Promoter Score 52

SurveySensum

MARCH 15, 2024

This is because before launching Company B decided to market research into its target audience, created customer personas, and launched their product only after understanding their audience and market dynamics. This resulted in more relevant downloads and positive feedback from customers. Sounds too good to be true? Well, it’s not.

Tools 52

Tools Software Marketing Analytics 52

North Highland

JUNE 25, 2019

In the second part of this blog series, we will consider the tools and techniques that might complement strategic product solutions. This blog was co-authored by: Sarah Foxton. As a result, pension providers and technology players are developing new ideas to solve retirement outcome issues and to better engage passive consumers.

Engagement 73

Engagement Financial Government Consulting 73

AWS Machine Learning

OCTOBER 26, 2023

This groundbreaking technology enables us to operate millions of autonomous points of purchase (A-POPs) concurrently, transforming the way customers shop. Our innovative new A-POPs (or vending machines) deliver enhanced customer experiences at ten times lower cost because of the performance and cost advantages AWS Inferentia delivers.

Retail 103

Retail Innovation System Video 103

CustomerGauge

SEPTEMBER 20, 2017

In their past Global Consumer Banking Survey, Ernst & Young (EY) said that opening and closing accounts are more closely tied customer experience than rates, fees or location. Before […]. The post Top 5 Most Recommended US Banks, Based on Net Promoter Scores® appeared first on CustomerGauge.

Net Promoter Score 84

Net Promoter Score Banking Financial Consumers 84

West Monroe

MAY 5, 2017

Fintech usually has a sexy connotation associated with it, so last week when I was in New York speaking at Bank Director’s FinXTech conference , I enjoyed the irony of being on a panel to discuss “The Unsexy Side of Fintech.” Now banking leaders and strategists see Fintech companies as partners, not foes.

Banking 40

Banking Conference CRM Financial 40

North Highland

JULY 15, 2019

GDPR was brought in to ensure a lawful basis of personal data processing and consumer rights, yet, as consumers, we also want and expect personalised services and seamless experiences enabled by data. Personal : does the marketing information explicitly relate to the customer?

Strategy 40

Strategy Insurance Financial Social Media 40

SaleMove

MAY 26, 2020

Given the high expectations towards services we consume, and the examples of Netflix, Amazon and many others, it’s time to look at what some of these customer journeys look like today and where they are headed. What could be a potential customer journey for a Gen Zer looking to open an account or apply for a new product?

Social Media 52

Social Media Self Service Banking Conference 52

SurveySensum

OCTOBER 12, 2023

InMoment is a customer feedback platform that helps you understand the voice of your customers , get actionable insights from qualitative feedback, and auto-categorize unstructured feedback from surveys, online reviews, support tickets, and more. Read customer reviews online, right? Here’s a customer review on this limitation.

Comparison 52

Comparison Knowledge Base Gamification NPS 52

North Highland

FEBRUARY 21, 2019

The death of a loved one is the most stressful thing we can experience in our lives – even without the added strain of being an executor and managing his or her financial estate. In customer experience we often talk about ‘moments that matter’ in a customer’s journey. How does it impact the bereavement experience?

Financial 49

Financial Customer Centricity Policies Loyalty 49

Storyminers

MARCH 11, 2019

From a modern branding perspective, successful storytelling acts as an emotional glue, creating a loyal audience and engaging new customers. From legacy brands like Disney and Apple to challenger brands like Warby Parker and Airbnb, a rich blend of history and marketing can create an experience that convinces people to try new things.

Marketing 113

Marketing Social Media Advertising Video 113

SurveySensum

OCTOBER 9, 2023

QuestionPro is a survey and research software platform used for creating, distributing, and analyzing customer feedback in real-time. There are drawbacks that include non-responsive customer support, limited integrations, analytics, data handling, and a steep learning curve. But every tool has its limitations. Let’s get started.

Multi-Channel 52

Multi-Channel Analysis Survey Analytics 52

Stella Connect

OCTOBER 6, 2021

During Customer Service Appreciation Week , there are plenty of reasons to celebrate your frontline agents who deliver best-in-class experiences for your customer day in and day out. . Looking for ways to celebrate Customer Service Appreciation Week that will fit your budget? Give a personal shoutout to agents….

Customer Service 52

Customer Service Social Media Effort Score Exceptional Customer Service 52

Eptica

FEBRUARY 6, 2019

For example, automotive and oil companies need to transform to deal with the rise of electric and autonomous vehicles, while banks face competition from nimble fintech upstarts. Sometimes, rather ironically, the whole change process can have the opposite effect and rather than strengthening customer trust it can damage or destroy it.

Automotive 73

Automotive Social Media Contact Center Banking 73

inQuba

FEBRUARY 7, 2023

Helping customers achieve their goals so that you can too As an insurance professional you spend a lot of time thinking about your policy holders’ journeys, especially in a business environment that has completely transformed. The inability to compare reduces confidence and can overwhelm customers into inactivity. Let’s dive in.

Insurance 52

Insurance Customer Journeys Policies Communication 52

Integrate.ai

JUNE 25, 2020

Following the global financial crisis, most banks have had to work hard to regain the confidence of customers who are not only far more anxious about the security of their personal finances, but who are also increasingly skeptical of the financial institutions they’ve entrusted their finances to. Losing sight of what customers actually need.

Banking 52

Banking Customer Journeys Financial Resources 52

Avaya

JULY 13, 2017

94% of customers now use their smartphones to check account balances and recent transactions. Over 60% of customers would consider storing key documents in a “virtual vault”. Overall, nearly two-thirds of customers globally are using FinTech products or services. We’ve rapidly evolved from the days of ELIZA and A.L.I.C.E.

Chatbots 60

Chatbots Banking Financial Comparison 60

West Monroe

MAY 26, 2017

As anyone who spends money knows, the way we pay for goods and services is shifting rapidly – many consumers are overwhelmed by the variety of options coming from financial institutions, merchants, fintechs, and even smartphone providers. Bean offer card benefits related to outdoor experiences, which shows they know their audience.

Banking 40

Banking Industry Innovation Return on Investment 40

Integrity Solutions

JUNE 11, 2020

There’s never been a better time to step up to more transformative culture change — to increase transparency and shift the culture with a greater focus on customers, employees and the community. Will banks again seek to only protect the interests of their shareholders ahead of the customers they serve and the people they employ?

Culture 91

Culture Banking Financial Sales 91

SurveySensum

OCTOBER 17, 2023

Sarah reluctantly accepted the terms and embarked on a lengthy loan approval process To say that Sarah’s experience with the NBFC was dissatisfying would be an understatement. Sarah’s disappointing experience is not an isolated episode. But before that, let’s first understand what an NBFC customer feedback tool is.

Feedback 52

Feedback Tools Management Knowledge Base 52

Beyond Philosophy

NOVEMBER 14, 2017

Both understand (in the case of Sir Richard at Virgin Group) and understood (in the case of Herb Kelleher at Southwest Airlines) the value of putting people and customers first, HR practice second. At Southwest, the essence of their culture is that employees rank first, customers second, and shareholders third.

Airlines 87

Airlines Culture Consulting Leadership 87

Avaya

OCTOBER 25, 2017

As an industry slated to experience more disruption in the next 10 years than the last few centuries, there’s no denying that banking is radically changing. By 2020, it’s expected that over half of financial transactions in Europe will be made through fintech companies , a shift that’s shaping tech-driven directives like PSD2.

Banking 58

Banking Innovation Brands Self Service 58

AWS Machine Learning

OCTOBER 10, 2022

In this post, we present a solution that combines rich mobile device intelligence with customized machine learning (ML) modeling to help you catch fraudsters who exploit mobile apps. GD is a product from Grab’s fraud prevention team, which has years of experience building solutions for Grab. billion by 2028. GD device intelligence.

Effort Score 71

Effort Score Training Data Examples 71

Forrester's Customer Insights

SEPTEMBER 28, 2023

*This blog post is co-authored by Sohm Gough Small and mid-sized businesses (SMBs) have been battered over the past three years by the continuing to face headwinds of inflation, supply chain interruptions, macroeconomic uncertainty, and disruptive technologies that threaten market upheaval.

Banking 58

Banking Financial Technology Marketing 58

datastax

AUGUST 13, 2019

The banking and financial services sector has been on the front line of digital transformation— and as a result, banks have an incredible amount of customer data and transactional data on-hand. These legacy systems prevent applications from accessing records and transaction data quickly enough to satisfy customer requirements.

Banking 40

Banking Data Management Rewards Programs 40

SaleMove

JUNE 3, 2022

Our partner, nCino, discusses why it is imperative for FIs to find ways to humanize the digital experience that they provide to their customers. The post Creating a Human Touch for Digital Channels with nCino and Glia appeared first on Glia Blog | Digital Customer Service Explained.

Customer Experience 52

Customer Experience Customer Service Banking Customers 52

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

InnerTrends

AUGUST 19, 2019

Help your customers thrive, and your income will be automatically guaranteed. This is what they came up with: The ‘Money for my Customers’ Dashboard. Tony drew the dashboard of a FinTech company, with a very clear product goal: to help other companies reduce costs by eliminating duplicate subscriptions. Author: Tony Freed.

B2B 62

B2B Engagement Report Metrics 62

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Beyond the Arc

JANUARY 16, 2020

Is your business ready for the new demands and opportunities that are reshaping customer experience? The post 3 Top trends impacting customer experience in 2020 appeared first on Blog @beyondthearc.com. That’s what we keep an eye on.

Trends 80

Trends Customer Experience Customers Employee Engagement 80

SaleMove

AUGUST 13, 2021

Financial institutions can push their credit cards “top of wallet” and “top of service" through improved cardholder experiences online. The post Cardholder Experience is a Powerful Driver to Push Credit Cards “Top of Wallet” appeared first on Glia Blog | Digital Customer Service Explained.

Financial 52

Financial Customer Experience Customer Service Customers 52

SaleMove

AUGUST 13, 2021

Financial institutions can push their credit cards “top of wallet” and “top of service" through improved cardholder experiences online. The post Cardholder Experience is a Powerful Driver to Push Credit Cards “Top of Wallet” appeared first on Glia Blog | Digital Customer Service Explained.

Financial 52

Financial Customer Experience Customer Service Customers 52

SaleMove

SEPTEMBER 10, 2021

A recap of perspectives from business leaders on how to transform OnScreen DCS experiences as we’ve all evolved to become 'Digital Natives.'. The post Digital Customer Service is Not Just for Digital Natives Anymore appeared first on Glia Blog | Digital Customer Service Explained.

Customer Service 52

Customer Service Customers Customer Experience How To 52

SaleMove

SEPTEMBER 10, 2021

A recap of perspectives from business leaders on how to transform OnScreen DCS experiences as we’ve all evolved to become 'Digital Natives.'. The post Digital Customer Service is Not Just for Digital Natives Anymore appeared first on Glia Blog | Digital Customer Service Explained.

Customer Service 52

Customer Service Customers Customer Experience How To 52

Beyond the Arc

SEPTEMBER 25, 2018

With 40 more fintech innovators hitting the stage, it should be another great day. Today we’re joined on the blog by David Gerbino (^DG) on the Beyond the Arc team. We blog live during all 80 of the onstage. The post FINOVATE FALL 2018: DAY 2 appeared first on Blog @beyondthearc.com. Stay tuned!

Innovation 63

Innovation Banking Customer Experience Customers 63

Beyond the Arc

SEPTEMBER 15, 2020

But you can still expect to see the latest in cutting edge fintech, hear expert advice from industry leaders, and join over 1,600 global attendees. The post Finovate Fall Digital: Join us for conversations about Future Tech appeared first on Blog @beyondthearc.com. Beyond the Arc CEO Steven Ramirez is the [.].

Industry 52

Industry Customer Experience Customers 52