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5 Ways Retail Banks Can Leverage Customer Data Effectively

InMoment XI

For retail banks, and most organizations, collecting data is only half the battle in the world of customer experience. Using customer data to influence your business decisions will lead to a more streamlined, profitable banking organization that actively engages customers.

Banking 355
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How to Create Winning CX Surveys for Bank Customers

InMoment XI

And for banks especially, the quality of the experiences customers have with a brand is the key factor in determining a customer’s longevity and willingness to maintain a relationship with a company. But what best practices should you follow to create winning CX surveys for bank customers?

2022 359
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How to Create Winning CX Surveys for Bank Customers

InMoment XI

And for banks especially, the quality of the experiences customers have with a brand is the key factor in determining a customer’s longevity and willingness to maintain a relationship with a company. But what best practices should you follow to create winning CX surveys for bank customers?

2022 352
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3 Employee and Customer Experience Trends for Banks, Wealth Advisors, and Credit Unions in 2022

InMoment XI

What is the future for employee and customer experience trends in banks, wealth advisory firms, and credit unions? Through our dedicated Strategic Insights Team, we collected data from bank, wealth advisor, and credit union consumers and employees across North America.

2022 283
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Everyone Is Accountable and Responsible for a Great Customer Experience!

Speaker: Bryan Horn, Founder, CS Solutions

If you've ever called a bank, cable company, or organization that thinks it's "too big to fail", you've probably run the customer service gauntlet: you start off with a seemingly simple request, and you call the customer service line. Once the general service rep hands you off, you're transferred to every department known to man. Further and further down the rabbit hole you fall, and each time you're transferred, the waiting room music plays longer and longer, and the person at the end of the line knows less and less about you and your problems. After the call, you've probably popped a blood vessel. Join Bryan Horn, author of The Customer Service Revolution and founder of CS Solutions, and learn how to master the warm handoff. Bryan will teach how to develop a culture of accountability so that all members of the organization are equipped to handle customer concerns and offer quick resolutions.

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The Future of Customer Experience in Banking in 2023

Lumoa

By now, the importance of delivering a superb customer experience in banking is crystal clear. Keeping up with the latest trends can help you understand the impact that these tendencies have on your banking customer experience. The Current State of Banking CX.

2023 90
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How Visual Engagement Tools Can Streamline Online Banking Experience

CloudCherry

Online banking has been transforming customers’ behaviors, expectations, and needs. Customers want to have a smooth execution of banking transactions with just one click or one touch rather than wasting their time waiting in line. However, customers still find it hard to settle some banking problems regardless of what platform they are using, which eventually allows the banking industry to develop a clear, trusted, and user-friendly online banking solution.

Banking 228
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Eastern Bank & Bangor Savings Bank Q&A

InMoment XI

Eastern Bank and Bangor Savings Bank Q&A: Banks’ Partnership Inspires Greater CX Success An interview with Joyce Clark Sarnacki; Executive Vice President & Chief Customer Experience Officer of Bangor Savings Bank and Richard Dorfman, the VP Customer Experience for Eastern Bank. What Does Winning Look Like?

Banking 200
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Eastern Bank & Bangor Savings Bank Q&A

InMoment XI

Eastern Bank and Bangor Savings Bank Q&A: Banks’ Partnership Inspires Greater CX Success An interview with Joyce Clark Sarnacki; Executive Vice President & Chief Customer Experience Officer of Bangor Savings Bank and Richard Dorfman, the VP Customer Experience for Eastern Bank. What Does Winning Look Like?

Banking 200
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How Consumer Banks Will Survive This Recession

2020 Research

The Looming Economic Storm: How Consumer Banks Will Survive This Recession. Explore our five key findings from the 2022 US Banking Industry Loyalty Report, created in collaboration with Apex Scoring System. Digital-first challenger banks are disrupting the status quo for legacy banks.

2020 52
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The State of Customer Success Pt. 1

"The State of Success: Part 1" eBook covers 3 predictions for the coming year for Customer Success. We talked with Customer Success leaders from companies such as Oracle, US Bank, Client Success and more! Do these predictions align with your plans for the coming year? Download to find out!

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Improving Customer Experience in Banking: 7 Promising Trends

PeopleMetrics

Creating a positive customer experience (CX) is for all types of businesses, including essential services like banking. By contrast, that same customer does all of their banking online, and since they’re visiting that website over and over again, they’re much less likely to let it slide.

Banking 62
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Banks & credit unions: Improve your metrics by putting customers first

Alida

The digital revolution offers incredible opportunities for credit unions, community banks, and retail banks to deliver better customer experiences , increase engagement, and build lasting relationships.

Banking 130
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How Banks and Credit Unions Are Getting Serious About Culture Change and Employee Engagement

Integrity Solutions

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change.

Banking 79
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The Bank Executive’s Agenda: Differentiating Their Bank in a “Me-Too” Marketplace

Integrity Solutions

In a complex, highly competitive marketplace, bank leaders and managers who make it a priority to create a culture that is built around understanding what the customer needs and values—and the mindset necessary to deliver on it—will have the advantage. Leaders at top-performing banks know that being able to win new customers and retain profitable relationships is essential to growing market share and increasing shareholder value.

Banking 48
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Top 5 Ways to Support Digital Users Through Banking Technology Changes

SaleMove

With each new digital banking upgrade or conversion, users can be disrupted. The post Top 5 Ways to Support Digital Users Through Banking Technology Changes appeared first on Glia Blog | Digital Customer Service Explained. Customer Engagement bank technology digital banking

Banking 63
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The Future Of Banking Has Arrived

Forrester's Customer Insights

Forrester’s view on the future of banking is here – examining the changes that we expect to play out over the next decade of retail banking.

Banking 56
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10 Ways to Improve Business Banking Customer Service

CSM Magazine

Many businesses rely on their banks for essential financial services, so it’s important that banks provide high-quality customer service. Here are 10 ways to improve business banking customer service and keep your customers happy.

2022 52
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After Retail Banking Now Banks Must Transform Their Corporate Banking!

Forrester's Customer Insights

Digital transformation is coming to Corporate Banking. Corporate banking today is antiquated due to its highly customized and complex product offerings; lack of challengers to drive innovation; and strong barriers to switching for clients.

Banking 41
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Are tech companies the biggest threat for traditional banks?

CloudCherry

For quite a while, banks were eyeing fintech startups as their main foes. They invested in technology to compete with these startups and to improve customer experience in banking. There seems to be a bigger threat to banks coming from a different direction, namely tech companies. In fact, McKinsey and many similar top consultants are warning banks that tech giants like Amazon and Facebook could seriously disrupt the banking sector.

Banking 197
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Four drivers of bank loyalty that foster emotional connection

PK

“Emotional connection” has been the basis of bank loyalty for generations. The relationships customers developed with bank employees, the quality of in-person customer service, and the deep-seated trust in depository […].

Banking 83
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2022 Banking Outlook

West Monroe

It is also assumed that M&A will be a hot topic in 2022 as banks look for new growth opportunities and to increase the speed at which they can invest and scale their technology platforms. Payment and monetary disruption: the rise of crypto in mainstream banking. around open banking.

2022 52
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Open Banking Adoption Is On The Cusp Of Robust Growth In Europe

Forrester Digital Transformation

Forrester’s European Open Banking Forecast predicts a doubling of the adoption of open banking across countries, and use cases, from 2022 to 2027.

2027 52
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Conversational Banking Summit – How Conversational AI Is Changing Digital Banking

SaleMove

The post Conversational Banking Summit – How Conversational AI Is Changing Digital Banking appeared first on Glia Blog | Digital Customer Service Explained. AI Bots Customer Engagement Banking credit unions fintech Q2

Banking 52
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Banking on Great Conversations

Uniphore

With a conversational automation platform that understands the customer’s real intent and sentiment, banking contact centers can deliver a positive conversational experience that drives customer satisfaction. The post Banking on Great Conversations appeared first on Uniphore.

Banking 52
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3 Tips To Create A Great Banking Touchpoint Survey

Centriam Customer Experience Lab

CX Banking Customer Experience

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Banking Software Vendors Won’t Differentiate With Just Functionality For Long

Forrester's Customer Insights

A few days ago, Forrester published two Forrester Waves, one focusing on retail banking, the other on corporate banking. With these Forrester Waves, we separated off-the-shelf banking back ends for retail and corporate banking for the first time.

Banking 37
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A Glimpse Into The Future Of Banking

Forrester's Customer Insights

COVID-19 is recasting the foundations of the future of banking and reshaping the digital agenda and priorities for many banks. Alyson Clarke and I have been interviewing financial services experts around the globe as part of our upcoming research report on the future of banking.

Banking 33
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2023 Outlook: The Future of the Banking Industry

West Monroe

An uncertain economy—highlighted by high inflation and increased cost of lending—will force banks to pivot to build momentum and provide high-quality customer experiences in 2023. The industry is fragmenting: Banks should move to offense.

2023 52
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How to reframe the banking experience: Defining the new norm for banking contact centers

Talkdesk

The reimagining of business places the customer at its forefront and affects every aspect of the banking industry — from human resources and security to sales and marketing. Integrating with the next wave of banking technology.

Banking 93
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3 ways to transform banking through automation

Talkdesk

During this pandemic, clients are struggling to reach their banks when they need them the most, driving an almost 75% increase in call center volume. Many banks responded to urgent needs at the peak of the pandemic and are now in recovery mode.

Banking 73
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From Gen Z to Boomers: Meeting the Banking Needs of Each Generation

SaleMove

Understanding generational differences opens up much greater potential for banks and credit unions that have the right technology and marketing. The post From Gen Z to Boomers: Meeting the Banking Needs of Each Generation appeared first on Glia Blog | Digital Customer Service Explained.

Banking 52
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The Future Is Here: Google Moves Forward With Its Banking Marketplace

Forrester's Customer Insights

As discussed in Forrester’s recent research on the future of banking, success for many banks will come from powering products and distributing through others’ marketplaces. Late last year, I blogged about Google’s move into banking and […]. The future is here.

Banking 48
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Making Customer Experience Fun! The Budapest Bank CX Crossword Puzzle

ijgolding

This is a post about customer experience (CX) transformation – about the incredible work being done by a bank in Eastern Europe in their quest to become sustainably customer centric. Budapest Bank had actually started its customer experience program at the end 2015.

Banking 82
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How Banks Can Crack the Code on Employee Engagement

Integrity Solutions

Top performing banks are the ones who always seem to go the extra mile to deliver memorable customer experiences. The banks’ customers are engaged, buy more, stay longer, and recommend the bank to their friends. Yet the banks that have cracked the code on employee engagement are reaping the business and performance benefits, with passionate bankers poised to capture customers who will entrust them with their financial well-being.

Banking 44