InMoment XI
JULY 3, 2013
Allegiance has been tracking banking customer experience (CX) since 2007 as part of our Pulse of America benchmarking service. The resulting dataset tells us all kinds of interesting and useful things about the state of the industry. This is the second in a series of posts in which I share tidbits of insight to help practitioners make the business case for improvement.
Horizon CX
JULY 1, 2013
'As a Bank of America (B of A) customer over the last 15 plus years, [and having arrived here more as the result of acquisition than by choice] I have been a loyal customer in the sense that I have stayed and have not migrated to another banking institution. Call me a creature of habit, but nothing has yet driven me to defect from B of A. Like Starbucks, my personal choice when I desire a cup of coffee, they are everywhere I go and they are consistent if nothing else.
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Very Best Service
JULY 4, 2013
'Customer service at low tide " Only when the tide goes out do you discover who''s been swimming naked ". This quote from Warren Buffet says it all. It can easily be applied to the field of customer service and every organisation should anticipate predictable changes in the environment they operate in and assess the impact they may have on their customer service performance.
Customer Interactions
JULY 4, 2013
'I recently attended the NICE EMEA Business Partners Summit in beautiful Budapest. Amidst the general experience-sharing, learning, and fun, one of the discussions that came up again and again with attendees was about the need to move away from traditional selling approaches (based on security, safety or compliance) and toward a value selling approach.
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InMoment XI
JULY 3, 2013
Do you really need super charged analytics to gain insight? You say the word “insight” and people instantly think you need to engage in super-statistics such as multi-nomial logit modeling with recursive Bayesian based Gibbs sampling to find it. In reality, some of the best insights, like some of the best food, are relatively simple. Let’s. View Article.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
JULY 3, 2013
Allegiance has been tracking banking customer experience (CX) since 2007 as part of our Pulse of America benchmarking service. The resulting dataset tells us all kinds of interesting and useful things about the state of the industry. This is the second in a series of posts in which I share tidbits of insight to help practitioners make the business case for improvement.
InMoment XI
JULY 3, 2013
Do you really need super charged analytics to gain insight? You say the word “insight” and people instantly think you need to engage in super-statistics such as multi-nomial logit modeling with recursive Bayesian based Gibbs sampling to find it. In reality, some of the best insights, like some of the best food, are relatively simple. Let’s.
InMoment XI
JULY 3, 2013
Allegiance has been tracking banking customer experience (CX) since 2007 as part of our Pulse of America benchmarking service. The resulting dataset tells us all kinds of interesting and useful things about the state of the industry. This is the second in a series of posts in which I share tidbits of insight to help practitioners make the business case for improvement.
InMoment XI
JULY 3, 2013
Do you really need super charged analytics to gain insight? You say the word “insight” and people instantly think you need to engage in super-statistics such as multi-nomial logit modeling with recursive Bayesian based Gibbs sampling to find it. In reality, some of the best insights, like some of the best food, are relatively simple. Let’s.
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Customer Interactions
JUNE 30, 2013
'Having recently returned from NENA, I can tell you that the big buzz this year was Text-to-911. I counted at least five Text-to-911-related sessions, and while walking the show floor I saw a number of products for handling this specific type of multimedia communication. A number of vendors now provide an interface for handling SMS communications at the PSAP.
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