Is Financial Uncertainty the New Normal?

MaritzCX

In many ways, our financial lives have become much less complicated. But in other ways, our financial lives have become more complicated. Financial ServicesWe can manage our bank accounts online and deposit checks from our smartphones.

Managing the Customer Experience through Financial Advisors

MaritzCX

Financial Advisors (FAs) are key to the promotion, distribution and support of a wide assortment of insurance, investment and banking products and services. Financial Services

Is Financial Uncertainty the New Normal?

MaritzCX

In many ways, our financial lives have become much less complicated. But in other ways, our financial lives have become more complicated. Financial ServicesWe can manage our bank accounts online and deposit checks from our smartphones. Those same smartphones can be used to buy a cup of coffee or pay our portion of the restaurant bill. View Article.

Managing the Customer Experience through Financial Advisors

MaritzCX

Financial Advisors (FAs) are key to the promotion, distribution and support of a wide assortment of insurance, investment and banking products and services. From life insurance, variable annuities, mutual funds and retirement products to trust services, wealth management and an assortment of investment instruments and securities, FAs often are the connection between customers and financial. Financial Services

Artificial Intelligence and the Customer Experience

financial information (23%) • When I’m in a bad mood/angry (23%) • When I’m addressing a private/personal issue (23%) • When I’m trying to get a good deal/discount (22%) Sometimes, AI is Preferred 8 There are generational differences here as well, with.

Mystery Shop Program Design in Financial Services

MaritzCX

Financial ServicesIn 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.

A Map to Unlock the Financial Treasure Hidden In Your Customer Experience Business Case

Centriam Customer Experience Lab

To help you build or improve your business cases, Centriam built a single page summary — a map of sorts — which outlines twelve different financial gains resulting from customer experience improvements. Financial DriversThese twelve drivers are aggregated into five categories.

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.

Connecting Customer Experience Goals to Financial Metrics to Prove ROI

CloudCherry

Let’s take a look at why measuring your CEM program’s financial returns is important, and how to actually measure your ROI to give your organization a clear picture of what CEM can do for the business. Here’s Why Measuring the Financial Returns of CEM Is a Necessity.

ROI 247

Financial Darwinism: Why Financial Call Centers Have Failed to Deliver

Jacada

The Promise. Many years ago, the banking industry introduced the call center channel with the goal of lowering service costs and improving the overall customer experience.

The Health of the Contact Center: Are You Ready for 2019?

which can wreak havoc on a brand, both financially and in the eyes of the. 1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the.

Financial Services CX Trends and NPS® Benchmarks

CustomerGauge

American Express, ABN AMRO, HSBC, Royal Bank of Scotland (RBS), USAA have one thing in common – they are all financial services companies operating in a sector not so famous for customer centricity.

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.

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

Connecting Customer Experience Goals to Financial Metrics to Prove ROI

CloudCherry

Let’s take a look at why measuring your CEM program’s financial returns is important, and how to actually measure your ROI to give your organization a clear picture of what CEM can do for the business. Here’s Why Measuring the Financial Returns of CEM Is a Necessity.

ROI 195

Study: The Health of the Contact Center

which can wreak havoc on a brand, both financially and in the eyes of the. 1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the.

Perfecting the Customer Experience in Financial Services

Bizagi

Did you know that 61% of financial services firms feel that they neglect the implications of systems change when trying to build engaging customer experiences? This is unsurprising when you consider the complex IT infrastructure of most banking and financial businesses.

Is There a Future for Financial Wellness Programs?

Market Strategies International

Insights Powered by Cogent Reports™ Financial wellness programs were greeted with great hopes when they first debuted. Amid signs that such programs have not been as impactful as … Continue reading → Financial Services retirement planscape

Forrester’s Global Financial Services Architecture Online Survey

Forrester's Customer Insights

An important part of Forrester’s research process is gathering input from financial services companies, so we can advise our clients on the latest trends in the market. banking financial services InsuranceWe’ve kicked off some new research, and we need your help.

Transforming CX in Financial Services, With Claudiu Coltea – CB53

Customer Bliss

Claudiu Coltea is the Executive Vice President and Head of Customer Experience for Citizens Financial Group. Claudiu Coltea is the Executive Vice President and Head of Customer Experience for Citizens Financial Group, covering the consumer and commercial bank. Episode Overview.

Build your business case to invest more in Customer Experience (CX) – Drive larger financial impact

inContact

This blog will focus on true financial value of moving from a premise or hosted to a cloud native platform. It is not just about the financial structure; and it might not necessarily be dramatic cost reduction.

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

Financial Literacy: Exploring the Financial Terms Consumers Do and Do Not Understand

Market Strategies International

The financial literacy of employees and investors remains an ongoing concern. As organizations seek to evaluate financial literacy, it is important to focus on the competence factor … Continue reading → Financial Services

FIVE WAYS FINANCIAL ADVISORS CAN ADD VALUE TO THEIR COMMUNICATIONS

Beyond the Arc

What types of communication do clients want from their financial advisors? The post FIVE WAYS FINANCIAL ADVISORS CAN ADD VALUE TO THEIR COMMUNICATIONS appeared first on Blog @beyondthearc.com. Best Practices Communications Customer Experience Customer Communications financial services

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.

Financial Planning Games: Financial Advisors Compete Head-to-head with Planning Websites

Market Strategies International

Based on life’s often harsh lessons around preparation, “fail to … Continue reading → Brand and Messaging Financial Services investor brand builder

Building Employee Financial Wellness Enhances Employee Retention

CSM Magazine

One in five employees miss work to deal with a financial problem and 71% of employees identify money as a source of stress. On a per employee basis this is an aggregate of 20 hours lost per month worrying about financial issues.

Why are Financial Institutions Investing in RPA, not just Upgrading Legacy IT Systems?

Jacada

Why are Financial Institutions Investing in RPA, not just Upgrading Legacy IT Systems? The Challenge: Modernization of the Banking Customer Experience.

Confirmit Voices™ for Financial Services

Confirmit

For financial institutions, it’s crucial to create strong relationships with customers that promote loyalty and positive word-of-mouth. The competitive landscape means you need to provide outstanding customer experiences to stay ahead.

Predictions 2019: Financial Services Firms Shift Their Focus To Operational Efficiency

Forrester's Customer Insights

In the decade since the global financial crisis, much of the financial services industry has made a strong recovery. banking financial services predictions 2019 wealth management

Financial firms collect risky survey data they don’t need

Qualtrics

Nearly 20% of financial services companies have accidentally collected sensitive data like driver’s license number, phone number and personal health information in their surveys. When financial services companies collect sensitive survey data they don’t use, it’s a big risk with little reward.

Off Topic: Clinton Supporters Are More Financially Secure

Experience Matters

Don’t worry, we’re not turning into pollsters. However, we did find that Hillary Clinton has a 19-point lead over Donald Trump… In Temkin Group’s latest consumer benchmark study of 10,000 U.S. consumers that was just fielded in August, we asked consumers about their plans for the upcoming presidential election. Clinton and Trump supporters are identified as the […]. Customer experience

Allegiance Welcomes New Chief Financial Officer, Dana Russell

MaritzCX

On the heels of welcoming Carine Clark as President and CEO of Allegiance, we are now equally excited to welcome Dana Russel in his role as chief financial officer (CFO).

Allegiance Welcomes New Chief Financial Officer, Dana Russell

MaritzCX

On the heels of welcoming Carine Clark as President and CEO of Allegiance, we are now equally excited to welcome Dana Russel in his role as chief financial officer (CFO

Financial Service Organizations: A Guide to Credit Karma Reviews

ReviewTrackers

If you’re running or managing a business in the financial services industry, you’ve probably heard of Credit Karma. Credit Karma is also one of today’s largest financial services and banking review sites.

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

CXU Announces New Consulting Services for CX Financial Measurement

CX University

CX University (CXU) announced today the official launch of Customer Experience (CX) Financial Consulting Services. Bridging the gap between CX measurement and real financial outcomes. “A Press Release Consulting event Financial Scott McCallister Webinar

Testing CX Initiatives for Financial Benefits: Measurement Models for your Business Case

CX University

Widely used Customer Experience measures provide soft associations with benefits instead of hard numbers on financial investment results. Part of the Series: FINANCIAL MEASUREMENT IS CRITICAL FOR THE FUTURE OF CX. Financial Results Using a Baseline.

4 things you need to know about mobile CX in financial services

OpinionLab

These numbers are only likely to increase over time, leaving financial institutions wondering: how do we adapt to and thrive in this new mobile-dominated environment? In fact, 70% of financial services CIOs say they plan to increase investment in technology in 2017.

AI and VR for the Financial Services Customer Experience

Avaya

73% admit they’d be more excited about a new offering from Apple, Google, or Amazon than from their own Financial Services Provider (FSP). The Explosion of AI for Financial Services. We’re seeing incredible AI breakthroughs across every sector, especially in financial services.