ShepHyken

MAY 27, 2016

This week on our Friends on Friday guest blog post Shaista Haque writes about a very timely topic, the digital customer experience. Digital experiences are starting to mirror in-person experiences and you better be monitoring your digital customers now! – Shep Hyken. He has been put in queue due to peak hour.

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SaleMove

OCTOBER 22, 2021

One of our partners, Apiture, explores transforming the digital banking experience. "In In the age of digital technology, it all comes down to experience.". The post Digital Transformation is All About Experience appeared first on Glia Blog | Digital Customer Service Explained.

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Calabrio

NOVEMBER 25, 2020

In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic. These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center.

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Bizagi

FEBRUARY 10, 2020

Today’s consumers compare their banking experiences not only to those delivered by rival banks, but also to other services offered by the world’s most disruptive companies, including consumer tech giants like Google and global online retailers like Amazon. How to Bridge the Gaps with Digital Process Automation.

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Financial Customer Experience Banking Net Promoter Score 58

SaleMove

MARCH 5, 2021

As the initial chaos of the pandemic gives way to a new reality, how can credit unions and banks meet the needs of customers while still delivering a superior customer experience? A virtual branch is similar to an online bank, but it’s not the same thing. Close, in-person interactions were largely replaced with virtual exchanges.

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Thematic

DECEMBER 9, 2019

Digital transformation is one of those terms that has been taking the corporate world for the past years. We’ll also review what traditional companies can learn from tech companies when it comes to digital strategy and disrupting themselves. What does this have to do with digital transformation?

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SaleMove

APRIL 23, 2021

A rapidly growing number of financial institutions are truly understanding the transformative benefits of implementing Digital Customer Service (DCS) on their digital properties. At its heart, Digital Customer Service is designed to meet customers where they are in their digital journey.

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Oracle

NOVEMBER 23, 2020

Welcome back to Markies Monday, a weekly blog series designed to help you learn more about the 2020 Markie Awards categories, finalists, and winners. This year, the success of all of the finalists centered around transforming their business through effective knowledge management. Go wide with knowledge.

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Bizagi

FEBRUARY 25, 2020

Whether it’s customer communications in the form of desktop assistants, or automated tasks across an enterprise, automation is transforming the way we live and work. Whether it’s customer communications in the form of desktop assistants, or automated tasks across an enterprise, automation is transforming the way we live and work.

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Uniphore

NOVEMBER 16, 2021

The challenges of the pandemic thrust banks that were struggling to remain relevant and their customers who were still digital holdouts into the same situation: learn how to shift banking activity from in person to online practically overnight. Banking contact center interactions are expected to remain elevated through 2024.

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SaleMove

DECEMBER 2, 2020

As you probably know, Finovate is the seminal conference for cutting-edge banking and financial technology and thought-leadership. Watch Glia’s FinovateFall Digital 2020 demo for yourself to see why your peers voted for us, or better yet, request a personalized live demo to see how Glia can transform your digital customer service too.

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Comm100

MARCH 6, 2022

Financial institutions across the world are taking advantage of new digital technologies to improve customer experience (CX) and engagement. If credit unions want to keep up, it’s crucial they join them on this path towards digital transformation. Current members are digitally-active.

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Avaya

DECEMBER 6, 2017

In financial services, online channels are preferred by 90% of customers ; however, 88% still want the option of a live person for discussing their banking needs. In financial services, online channels are preferred by 90% of customers ; however, 88% still want the option of a live person for discussing their banking needs.

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ReviewTrackers

APRIL 12, 2019

Customer Acquisition: Banking Strategies. The ways that customers shop for banks and financial services providers have changed. So, therefore, have the methods and strategies for customer acquisition in banking. What does it take to acquire and keep new banking customers? 6 Banking Customer Acquisition Strategies.

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Lumoa

APRIL 21, 2022

When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. But if you run a Customer Support function and you are trying to figure out how to transform it, the reality is very far from those nice words. What will your answer be? I can almost picture the scene. You have data.

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Bizagi

SEPTEMBER 3, 2018

Today’s consumers compare their banking experiences not only to those delivered by rival banks, but also to other services offered by the world’s most disruptive companies, including consumer tech giants like google and global online retailers like Amazon. You Have to Focus on the Customer to Provide the Best Experience.

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Bizagi

FEBRUARY 26, 2020

The emergence of new FinTech players makes it possible for the new entrants to “act like a bank” without the end-to-end processing capability (or regulatory constraints) that incumbent players have. Refining the customer experience will be the main catalyst for technology that drives core transformation and automation.

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SaleMove

MAY 26, 2020

Julia Carreon from Wells Fargo put it nicely in the article : “Gen Z members over the next decade will grow up to be the most demanding consumer the world has ever known” The demand for interactive and personalized digital experiences has already begun and it’s only going to increase. I’ve been browsing the web since then.

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Comm100

MAY 5, 2022

Digital technology has transformed customer expectations in recent years, and the banking industry is now playing catch-up. Live chat is being introduced across the banking industry to offer customers a more flexible way to connect, but there’s still room for improvement. Top 5 benefits of banking AI chatbots.

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Bizagi

SEPTEMBER 29, 2020

Digital solutions are helping organizations to meet these expectations, with the financial services industry leading the way in delivering efficient digital process automation, while still remaining compliant. Yet 69% of banks are not using any automated credit analysis or decisioning techniques. Capturing customer information.

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Bold360

APRIL 15, 2021

Branches will be open for business again, but the initial months of the pandemic served as a wake-up call about the need for FSIs to have digital-first customer engagement capabilities. Accelerating Digital-First CX. The pandemic accelerated pre-existing digital trends that FSIs had been adjusting to for years.

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OpinionLab

AUGUST 29, 2017

Omnichannel CX and how to optimize across channels is a huge challenge in today’s increasingly digital world. Learning 2: Digital is simply better for you and your customers in some scenarios. In fact, our data highlights that delivering exceptional omnichannel CX involves a combination of both human and digital interactions.

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Bizagi

NOVEMBER 20, 2020

As a result, all banks and financial service providers are faced with the challenge of how to continue their business activities. Only financial institutions that react quickly to changing market conditions and digitize business-relevant core processes can guarantee business continuity. Handling an increase in demand and pressure.

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2020 Research

SEPTEMBER 20, 2022

Schlesinger Group conducted research , in collaboration with Apex Scoring System, to explore what’s behind the sharp decline in banking customers’ loyalty. Is it booming technology and online banking or a complete loss of trust in “big banks”? Marc Whitehead – Co-Founder and CEO at Apex Scoring System.

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Comm100

DECEMBER 13, 2021

In our digital-first world, live chat serves as the perfect solution to achieve this. In this blog, we’ll look at the four top reasons why credit unions need to offer live chat services in 2022, from improving member experience to gaining member insights. Live chat improves member experience . Live chat improves member experience .

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Bold360

APRIL 20, 2020

Oliver Banks, Director and Consultant at OB&Co LTD, joined us recently to talk about how COVID-19 is shining a light on some long-standing issues in retail, how customer behavior is shifting and how we can create moments of CX delight even in the most uncertain times. COVID-19 is shining a light on longstanding issues in retail.

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kommunicate

JULY 17, 2019

Most banks and financial management companies compete to attract customers by offering high-interest rates, lower fees, and digital services. While these aspects vary in negligible amounts from bank to bank, how does a customer single out one? The answer lies in providing a better customer experience in banking.

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Comm100

MARCH 9, 2022

In this blog, we’ll take a look at the top strategies that credit unions can employ to improve member experience. Live chat’s digital nature also makes crafting a response to customers faster than phone support. This demand for speed isn’t limited to any one generation – it’s felt across all demographics.

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Kustomer

DECEMBER 14, 2021

In this digital age, it’s important to distinguish the specifics of such tools. In this blog we’ll take a look at the five tools that are able to optimize CX. Self-service tools have transformed how we do business since 1967 with the advent of the Automatic Teller Machine (ATM) in London. What is Customer Self-Service?

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Integrity Solutions

JUNE 11, 2020

There’s never been a better time to step up to more transformative culture change — to increase transparency and shift the culture with a greater focus on customers, employees and the community. What are banks and other financial institutions doing to regain society’s trust? By Bob McCarthy.

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SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. The Super-Heroes of Customer Experience are here!

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2020 Customer Experience Magazine Consulting 132

Bold360

APRIL 28, 2021

What can we learn from a year transformed by a global pandemic and the rapid shift to digital engagement? Like many businesses during much of 2020 with customers impacted by COVID-19, the UK bank saw spikes in customer service demand. The bank was seeing around 40,000 website visits and handling about 1,000 live chats daily.

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ShepHyken

JANUARY 6, 2017

This week on our Friends on Friday guest blog post my colleague, Vince Jeffs, examines the hot topic of artificial intelligence (AI) and it’s impact on the customer experience. As firms reengineer outdated processes, they transform them – removing some roles, but creating brand new ones. Shep Hyken. Data is a cost.

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Blog Customer Experience Telecommunications Fashion 86

2020 Research

APRIL 8, 2024

We predict the following impacts for the education, wellness, fashion, tech and media industries: Driving the Learning Revolution Gen C’s pandemic-forged perspective on education demands flexibility, innovation and a digital-first approach. Brands that choose to ignore the implications of Gen C becoming adults should prepare for disruption.

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Bizagi

FEBRUARY 21, 2019

That’s why enhancing customer service is the number one priority for banks, globally, according to PWC’s Retail Banking 2020 Report. Old Mutual Bank took on this challenge by leveraging Bizagi as an agile orchestration layer. Watch the full Old Mutual Bank Story: Tip 2 – Use RPA Bots to Accelerate the Mundane Tasks.

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Financial Banking Net Promoter Score Magazine 67

Bizagi

APRIL 29, 2019

As a result, we started referring to our technology as a process digitization solution, which actually better described our platform back then. Jump ahead to 2012 and we saw the dawn of the digital transformation imperative, driven by disruptive customer experiences that new companies such as Uber started delivering to the market.

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NICE inContact

AUGUST 24, 2017

inContact’s research shows that banking was in the highest tier for customer satisfaction with 54% of respondents ranking it for the most satisfied recent interaction. The American Customer Satisfaction Index (ACSI) reported that banking customer satisfaction increased 5.3% The post What are Bank Contact Centers Doing Right?

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