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Why use the Financial Ombudsman?

Helen Dewdney

I’ve used the Financial Ombudsman a couple of times and obviously both times he found in my favour! Here, Patrick Hurley, Director of General Casework describes why and at what point you should contact the Financial Ombudsman.

Mystery Shop Program Design in Financial Services

MaritzCX

In an earlier blog, my associate—Al Goldsmith—talked about what Mystery Shopping is used for. In essence, it is used to measure against service metrics in an effort to identify gaps in customer service delivery.

CX Financial Services Journey Mapping

MaritzCX

In both marriage and CX, it is the little things that make a big difference. A commonly known figure for the past couple of decades is that nearly 50% of all marriages will end in divorce. A sad statistic for sure, but the main causes for this, as noted in numerous articles and studies include. View Article

INFOGRAPHIC: The Financial Impact of Customer Service

Tricia Morris

The post INFOGRAPHIC: The Financial Impact of Customer Service appeared first on Parature. There is a high price to pay for poor customer service, while conversely, there is money to be made from consistently delivering a satisfying customer service experience.

We surveyed financial services CX leaders and here are 4 things we learned

OpinionLab

We recently commissioned an independent survey of financial services customer experience leaders to understand CX performance across the industry. However, these roles do not exist in many financial services organizations. Blog customer experience CX feedback financial services

For financial institutions, your first impression is your only impression

ForeSee

Banking and financial services aren’t afforded the same opportunities to acquire new customers as other industries. The post For financial institutions, your first impression is your only impression appeared first on ForeSee. Financial Services Insights banking Customer Experience

Self-Service is an Essential for Financial Services in 2017

nanorep

The financial services industry is changing and developing at a ferocious pace, and 2017 is expected to be a year of growth, at least for those companies able to provide their customers with access to the best technology available to assist them throughout their online journey. Seeking Seamless Customer Service for Financial Industries. A Customer Service Drop for Banking and Financial Services. The Need for More Personalization in Financial Services.

Outsourcing Lead Generation for Financial Services

Magellan Solutions

Financial services have changed after the Global Financial Crisis. But did you know that many investors and consumers of financial services also want to save more money in fees? Below are just a few reasons why outsourcing lead generation should be an option for financial firms.

Easy User Experience Win for a Financial Services Company - Frank Reactions

Tema Frank

The post Easy User Experience Win for a Financial Services Company appeared first on Frank Reactions. How Can Big Companies Still Be Making Such Basic User Experience Mistakes? What’s Wrong With This Picture? Find the User Experience Flaws (Company name has been blanked out).

Building a fintech ecosystem: Why customer experience should come first

Vision Critical

If banks weren’t already feeling the pressure from financial technology (fintech) startups, they should be now: Fintech companies are officially mainstream. If you’re a business executive at an incumbent financial services firm, now’s not the time to stand on the sidelines.

Verint Speakers: The Omnichannel Customer Experience, Analytics-Driven Value and Financial Compliance

Verint

Financial Compliance Customer Satisfaction key performance indicators Compliance Customer Service Customer Experience Analytics customer engagement optimization omnichannel operational efficiency regulatory compliance customer engagement customer focusChief Data and Analytics Officer.

CX Financial Services Journey Mapping

MaritzCX

In both marriage and CX, it is the little things that make a big difference. A commonly known figure for the past couple of decades is that nearly 50% of all marriages will end in divorce. A sad statistic for sure, but the main causes for this, as noted in numerous articles and studies include. View Article

How Wolters Kluwer Financial Services builds a great customer experience – an interview with interim president Pete Koehn

Heart of the Customer

You might picture a reliance on financial facts and figures making it unlikely for a customer experience program to take root. If so, then you clearly haven’t spent any time with Wolters Kluwer Financial Services. The post How Wolters Kluwer Financial Services builds a great customer experience – an interview with interim president Pete Koehn appeared first on Heart of the Customer.

Forrester’s Next Generation Financial Services Summit Sydney Is Almost Here

Forrester's Customer Insights

Business leaders in the financial services industry (FSI) know that digital isn't the future - it's the present. But faced with increasing consumer demands and financial technology (FinTech) challengers, they need to continue to raise the bar. How do I know this? A recent Forrester survey found that among global FSI firms, 34% of 2015 revenue was generated through digital products and services or products sold online.

VoC Leaders: How MD Financial Management benefits from looking critically at CX data

ForeSee

Mike Starr is Digital Product Manager at MD Financial Management, who is responsible for gathering feedback and managing a product roadmap for his organization. The post VoC Leaders: How MD Financial Management benefits from looking critically at CX data appeared first on ForeSee.

Join me in Sydney for a Dose of Product & Service Design Thinking in Financial Services, August 4th

Forrester

I started my corporate career in financial services - working for several large, global high street banks in Asia. Today, while financial institutions are getting smarter at collecting quantitative data around channel experiences; the qualitative validation piece, the ethnographic research piece, the co-creation with customers piece is still missing in most organizations. financial services. Australia New Zealand Customer Experience Design Thinking financial services

Financial Institutions Can Create New Customer Value With Huawei’s FusionInsight Analytics Platform

Forrester's Customer Insights

Mr. Zhu, General Manager of Huawei FusionInsight, talked about FusionInsight, which financial institutions like ICBC and China Merchants Bank use to enhance customer analytics capabilities like customer recognition, segmentation, and marketing automation. Chinese financial institutions have a huge amount of legacy transactional data as well as in-motion online and mobile banking data, but they are unable to deal with all of it.

The Financial Fact Founders Can’t Forget

Bain

Read the blog post here: The Financial Fact Founders Can’t Forget. Unlike professional business managers at many incumbent companies, company founders can never forget this simple fact: Revenue doesn’t come from thin air; it comes from customers.

What Does Finance Need to Know About Digital Business Transformation?

nanorep

From a customers’ point of view, digital transformation in the financial sector might start and finish at their shiny new mobile banking app. While spaces are definitely being made in many financial industries for digital roles and projects, it’s not enough.

Financial Institutions Playing Catch-up in Customer Experience

Topdown

Everything you need to know about Payday loans

Helen Dewdney

In the first six month of 2016, complaints to the Financial Ombudsman about payday loans more than tripled to 4,186 compared to the previous six months. The Financial Ombudsman has said this is because borrowers have become more aware of their rights.

To deliver sustainable Customer Experiences… STOP looking backwards!

ijgolding

However, what becomes clearer and clearer every year (in my opinion), is that not only are businesses and journalists alike more focused on measuring financial performance than anything else, they are so in a retrospective, historical manner.

Can a Bank Make You Fall in Love? This One’s Trying! - Frank Reactions

Tema Frank

OK, so to most of us the words “love” and “bank” don’t seem to go together, but when ATB Financial decided to research the emotions people had about their financial institutions, it asked them to write either a love letter or a break-up letter to their bank.

How Barclays’ obsession with happy customers started with data

ForeSee

For Barclays, the London-based multinational banking and financial services company, the answer is all the time, The post How Barclays’ obsession with happy customers started with data appeared first on ForeSee. Case Stories Financial Services Barclays Case Studies clients

What?! This Bank WANTS its Employees to Break Rules? - Frank Reactions

Tema Frank

Dave Mowat, CEO of ATB Financial, says in this week’s interview that sometimes it’s a good idea for employees to break rules! Thanks to ATB Financial for buying copies of PeopleShock for all attendees at the MRIA talks on Sept 27 & 29, 2016!

The Churn of the Digital Consumer

Verint

Customer Satisfaction Customer Service Customer Experience Bank and Financial Services customer engagement optimization digital digital disruption customer centricity customer engagement customer focusIt’s no secret that consumers are growing more demanding, not less.

As You Work Toward Digital Transformation, Don't Forget Your People

Verint

One of the most often-used phrases in financial services technology today is "enterprise infrastructure." Back-Office Operations Retail Financial Services Branch Office Operations Contact Centers Productivity, Retail Banking Bank and Financial Services digital bankingIn recent discussions with IT executives, I've heard them speak of "enterprise data architecture," "enterprise risk management," and so on.

How Can a Bank Convince Customers It Really IS Different? - Frank Reactions

Tema Frank

This is part 2 of my interview with Dave Mowat, CEO of ATB Financial. Dave Mowat, ATB Financial. When all banks seem the same, how do you convince customers yours is different? Yeah, sure you’re different from all the other banks.

Are Your Back-Office Operations in the Dark Ages?

Verint

Is your organization still plagued with operational silos? Are you chained to outdated legacy systems? Is meeting customer demand and expectations the focus of just the front office, or your entire company?

Video: Frictionless Customer Experience Gone Wrong

Peppers and Rodgers

Customer Strategy Financial Services customerexperience customertrust frictionlesscustomerexperienceA recent banking transaction turned from a great interaction to a trust-destroying lesson in frustration.

CX Financial Services Journey Mapping

MaritzCX

In both marriage and CX, it is the little things that make a big difference. A commonly known figure for the past couple of decades is that nearly 50% of all marriages will end in divorce. A sad statistic for sure, but the main causes for this, as noted in numerous articles and studies include.

Authenticity – the key to unlocking the greatest Customer Experiences? Featuring case studies from Weleda and Old Mutual Zimbabwe

ijgolding

Yet VW and Tesco are only adding to a trend very much started by the financial services sector. Old Mutual Zimbabwe is one part of a global financial services giant – Old Mutual Group.

Fraudsters Are Adapting to Chip & Pin Cards—Are You Adapting to Fraudsters?

Verint

This has led financial organizations to increasingly focus on ways to mitigate the rise in fraudster activity. With the convenience of online transactions comes the serious inconvenience of credit card fraud.

Customer Experience in the Gulf Region – A Story of Continuous Improvement!

ijgolding

Customer Journeys Customer retention and loyalty CX Leadership CX Measurement CX Professionals CX Strategy Financial Services customer centricity customer experience customer expoerience in the Gulf Region customer service Gulf Customer Experience Awards

The Next Wave in Customer Centricity: Customers as Shareholders?

Think Customers

Customer Engagement Customer Experience Customer Strategy Emerging Trends Voice of the Customer customerexperience financial voiceofthecustomerprogramI was reading a blog post the other day from Travers Clarke-Walker, CMO at Fiserv - International Group, that got my attention.

Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?

Beyond Philosophy

They are the ultimate value creators: They create emotional value, experiential value, social value, and of course, financial value. The authors compared financial performance of their selections with the 11 public companies identified by Jim Collins in Good to Great as superior in terms of investor return over an extended period of time. And, Does It Create Emotional, Experiential, Social and Financial Value? Michael Lowenstein, Ph.D.,

The Spotlight Is On the Back Office—Finally!

Verint

In addition, these functions have purpose-built solutions to help them be more effective, such as workforce optimization for contact centers, talent management solutions for HR, and core banking systems for financial services.