InMoment XI
NOVEMBER 8, 2023
The Australian financial services industry operates in a tightly regulated environment, with a myriad of compliance obligations that must be met. RG 271 specifies that financial firms, including AFSLs, must have a fully functional internal dispute resolution (IDR) system in place.
InMoment XI
JULY 13, 2023
In our recent virtual panel discussion, we explored how different financial firms are embracing the Consumer Duty Act and identified areas where most of their resources have been designated. Firms should harness the benefits of data and technology to improve their services and understand the outcomes they achieve for their customers.”
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InMoment XI
MARCH 1, 2023
The new FCA Consumer Duty is intended to improve customer outcomes and promote better customer experiences in the financial industry in the United Kingdom (UK) by setting higher and clearer standards of consumer protection. Consumer Duty Principle, proposed by FCA , is a significant new legislation for the UK Financial Services sector.
SaleMove
DECEMBER 8, 2023
Financial institutions want to successfully drive adoption of instant payment technologies. The post 3 Approaches to Drive Adoption of Instant Payment Technologies appeared first on Glia Blog | Digital Customer Service Explained. Here are 3 ways to do that with the right interaction platform.
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To answer these questions, we analyzed VOC data from programs across a variety of verticals – including Financial Services, Healthcare, B2B Services, Technology, and more. Have the drivers of customer experience changed? Download this eBook to learn what we discovered and get the most out of your customer feedback!
Comm100
DECEMBER 2, 2021
In 2021, evolving customer experience trends shook up the financial services industry. As we look ahead, 2022 promises, even more changes for the financial services industry. To help cut through the noise, we’ve looked at emerging data and expert opinions to predict the CX trends that we expect to see in 2022 for financial services.
CSM Magazine
DECEMBER 4, 2023
As businesses increasingly prioritize the incorporation of environmental, social, and governance (ESG) initiatives into their daily operations, many executives are rightfully pondering not only the moral implications of responsible ESG practices but – perhaps more importantly – how to quantify their impact on corporate financial performance (CFP).
Speaker: Elissa Riddell, Justin Knowles, Melissa Maki, Ami Iceman-Haueter
The technology they’re implementing is often siloed creating inconsistent experiences as customers and members move from one channel to the next. Creating a digital first experience, complemented by in-person engagements where needed, is the name of the game for financial institutions in 2022. The problem?
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After analyzing VOC data from verticals including Financial Services, Healthcare, B2B Services and Technology, we found some interesting answers. They wonder: Does Net Promoter Score® (NPS) still have the same predictive power. Do loyalty metrics need to be reassessed? Have the drivers of customer experience changed?
Speaker: Rana Gujral, CEO at Behavioral Signals
Customer service technology has largely been the same for decades. Insights from a real-world case study, involving a European Financial Institution, and how behavioral AI managed to increase revenues by 20% while lowering call center costs by 7.6%. But are your contact center practices able to grow with a customer’s experience?
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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