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 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.

Trending Sources

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.

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.

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

3 Reasons Financial Service Providers Need Great CX

Clarabridge

Financial institutions are under tremendous pressure from a number of sources. In the US, the Consumer Financial Protection Bureau is being vigilant about protecting banking customers, resulting in more than $4.6 Is it important for banks to invest in customer experience management ?

The Financial Imperative of Best in Class Service

CSM Magazine

It’s around twenty years since businesses began to think seriously about customer service as a means of growing competitive advantage.

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.

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

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.

Demonstrating the financial ROI of better customer experience

Eptica

Date: Wednesday, June 21, 2017 Demonstrating the financial ROI of better customer experience. Published on: June 21, 2017. Author: Vincent Giraud All organizations understand the importance of customer experience to the bottom line.

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.

Bots and Biometrics for Financial Services: Putting the “B” in Banking

Avaya

Today, nearly every financial process has been digitally redefined. For financial service providers (FSPs), digital transformation has become a means of survival in an age of rapid innovation. Customer Engagement AI Avaya Chatbots Customer Experience Financial Services virtual reality

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.

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.

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.

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.

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.

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

Award Winning CX Leadership in Banking, with Mark Slatin – CB58

Customer Bliss

Podcast Banking client experience client services customer experience financial servicesEpisode Overview. Mark Slatin is the Director of Client Experience for Sandy Spring Bank.

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 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.

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.

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!

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.

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.

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.

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.

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.

Customer Experience – that’s all just fluffy nonsense, isn’t it?

ijgolding

One of them was about a client of mine – financial services business, Old Mutual Wealth – referencing an initiative they introduced to the business called… wait for it…… ‘Magical Moments’!

Customer Engagement Solutions Continue to Gain Momentum

Verint

It also was named a Customer Sales and Service World Award Winner for Best New Product, and secured several million dollar customer wins in the insurance, transportation and financial services sectors. Customer Satisfaction Customer Service Customer Experience Transportation Insurance customer engagement optimization Knowledge Management customer engagement customer focus financial servicesIt’s been a busy summer.

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.

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