Forrester's Customer Insights

MARCH 26, 2019

The bigger concern for digital banks, traditional banks, […]. The industry seems to be quick to dismiss the partnership, especially the rewards program – but we think they’re missing the bigger picture. There’s an awful lot more at stake here than credit card rewards.

Banking 51

Banking Rewards Programs Financial Information 51

Forrester's Customer Insights

NOVEMBER 28, 2022

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

Banking 26

Banking 2027 2022 Financial 26

Customer Bliss

MARCH 30, 2017

IBM was among the first larger brands to open a customer experience lab, and at the time they noted three major goals: Enhanced customer insight: The goal was to better predict individual customer behavior across multiple channels. The yin and yang of customer experience labs. ” A mortgage is the product.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

Currency Alliance

MAY 20, 2024

Consumers used to show loyalty to their main bank more or less by default. Now, forward-thinking banks are urgently considering how to keep their payment cards top-of-wallet and expand the stickiness of their relationships with customers over the next decade. which many banks also provide.

Banking 52

Banking Loyalty Loyalty Programs Travel 52

CSM Magazine

OCTOBER 18, 2019

At the upcoming AI for CX Forum, taking place 12-14 th November, over 80+ senior practitioners and heads of customer experience, customer service, customer insight, digital transformation, innovation and AI integration, from a range of industries will be meeting to learn from experts including: Richard Davies, Chief Operations Officer, Revolut.

Culture 40

Culture Innovation Banking Document 40

Forrester's Customer Insights

AUGUST 11, 2021

Open finance will change little in the next couple of years — but will transform financial services over the coming decade.

Banking 49

Banking Financial Customers Insurance 49

Bizagi

JANUARY 30, 2019

A joined-up view of your customer is crucial if you want to excel in experience. You can overcome these silos by using a wrap-around solution that connects your silos, feeds the data into your processes, and makes customer insights available to your team. Take Bizagi customer Old Mutual for example.

Net Promoter Score 70

Net Promoter Score E Commerce NPS Effort Score 70

Lumoa

AUGUST 8, 2023

They are designed to assess how customers interact with a given product, such as how often they use it, how much they spend, and how long they have been a customer. These questions allow customers to express their opinions and grievances in greater detail than they might be able to with more structured or closed-ended questions.

Feedback 83

Feedback Net Promoter Score NPS Customer Satisfaction 83

ReviewTrackers

MAY 8, 2017

Session topics include the state of the Internet of Things, CX ROI, data analytics and personalization, customer and employee adoption, virtual and augmented reality, and customer loyalty programs. CXPA Insight Exchange. Customer Experience World. When: May 16 to 17, 2017. Where: Phoenix, AZ. When: July 17 to 19, 2017.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

John Paul

OCTOBER 22, 2018

Today, the automotive industry represents a major part of the Group’s sales, and is the second formal sector for John Paul, after banking & insurance. The John Paul solution allows car manufacturers to create real relationships with their customers and respond to their growing issues around mobility. ABOUT JOHN PAUL.

Automotive 40

Automotive Transportation Travel Banking 40

West Monroe

JANUARY 29, 2018

Fortunately, what is beginning to take shape is a persistent focus on digital capabilities that will allow utilities to successfully evolve through these many uncertainties and deliver value for its customers well into the future. retail, banking, marketing—but it has yet to release its transformative power across the utility industry.

2018 40

2018 Roadmap Technology Banking 40

Magellan Solutions

JULY 19, 2021

Adoption of digital innovations is now front and center. Risk management efforts for retail banks are put into the spotlight because of the pandemic. As more of the clients use online banking transactions. Outsource data entry helps further in the following: Customer analytics. Customer engagement.

2021 52

2021 Healthcare Transportation Insurance 52

Forrester's Customer Insights

NOVEMBER 14, 2019

Principal Analyst Alyson Clarke explains what the move means for banks. Google may offer consumers checking accounts as soon as next year.

Banking 6

Banking Consumers Financial Innovation 6

Qualtrics

NOVEMBER 12, 2020

Erica Todd is a Customer Insights and Research Manager at CommSec. Are you able to move faster and accelerate your innovation and product, because of this pivot towards digital? “I We’re always trying to make sure we do right by the customer, but at the same time, I feel like we are really innovating.

Financial 26

Financial Insights Customers Automotive 26

Forrester's Customer Insights

MAY 20, 2024

Capital One’s plan to acquire Discover will change the shape of the financial services landscape (though not the fundamental forces that drive growth and success – but more on that later). To help you understand the implications of the proposed merger, Forrester took a deep dive into our research and data (full report for clients […]

Financial 35

Financial User Experience Advertising Banking 35

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Bizagi

FEBRUARY 10, 2020

It is widely acknowledged that customer experience has become the key to success in financial services. 85% of financial services professionals believe that responding to customer expectations faster is an urgent need for the business. . Or according to Forrester: “How customers perceive their interactions with your company.”.

Financial 58

Financial Customer Experience Banking Net Promoter Score 58

Bizagi

SEPTEMBER 3, 2018

This statistic (taken from Bizagi’s research ) is concerning, especially when considering the competitive pressures in customer experience that financial services firms face. If banks want to retain and attract customers, they have to find a way to keep pace with increasing customer expectations.

Financial 53

Financial Customer Experience Banking Multi-Channel 53

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Arie Goldshlager. Barry Dalton. Bob Thompson.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Forrester's Customer Insights

JUNE 14, 2023

Our data at Forrester backs this up: Industry solutions grow at a compounded annual growth rate of 13.9%, a rate faster than horizontal customer experience tech. Industry CRM is a clear choice in economic downturns for companies that are looking to get sustainable value from their tech investments.

Financial 26

Financial 2023 Customer Experience Customer Relationship Management 26

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Arie Goldshlager. Barry Dalton. Bob Thompson.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Confirmit’s commitment to fostering innovation is nothing new. We brought the industry’s first customer engagement hub to market.

2015 97

2015 Multi-Channel 2014 CEM 97

Currency Alliance

DECEMBER 17, 2019

But there remain some fundamental things that loyalty programs need to achieve to weather the looming storm that open banking, mobile payments, aggregation models, and other marketplace dynamics will bring. New regulatory frameworks, such as GDPR and open banking, are going to give your competitors access to data about your best customers.

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64

Currency Alliance

DECEMBER 19, 2022

It has the potential to address a lot of business challenges, and enable many forms of elusive innovation in loyalty marketing. In loyalty, this can be especially powerful in using distressed inventory to create greater customer value for members, in adjusting margins based on demand, or proactively managing program liability.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

Martin Hill-Wilson

MAY 27, 2015

Engagement Strategies for Contact Centres) with Emma Samuel (Global Corporate Marketing Director at NewVoiceMedia). and we were spelling out the new doctrine of ‘real time’, ‘innovative’, ‘perpetual beta’ etc. It’s all useful if you remember the golden rule of customer insight. Mobile banking. What does she do?

2005 65

2005 2014 2013 2007 65

Currency Alliance

NOVEMBER 16, 2021

If customer engagement falls off, it becomes exponentially more challenging to influence behaviors among the majority of customers. Few professionals think deeply about the characteristics of a reward catalog, and why they are important in driving customer engagement. The ‘four M’s’ that enable loyalty redemptions.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

Currency Alliance

NOVEMBER 16, 2021

If customer engagement falls off, it becomes exponentially more challenging to influence behaviors among the majority of customers. Few professionals think deeply about the characteristics of a redemptions catalog and why they are important in driving customer engagement. Motivation.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

Currency Alliance

FEBRUARY 26, 2019

Businesses, their markets, and customer behavior have evolved dramatically in the past 10 years, yet most loyalty programs have only made incremental changes (in some cases to the detriment of customers). A loyalty program should be relevant to 80% of customers. How can we call that success? A little more context.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Currency Alliance

MAY 9, 2022

The next decade will see even more accelerated innovation around the API economy, and those companies that can adapt to constant change will outpace their competitors. . Loyalty programs are supposed to enable tailored and targeted forms of customer engagement, via the ability to learn more about the customer in each interaction.

Loyalty 52

Loyalty Technology Loyalty Programs Multi-Channel 52

Currency Alliance

MAY 9, 2019

Independent of market positioning, unique customer insight will become the primary competitive advantage. I’ve been working on mobility solutions since 2012, when I was Group Director of New Ventures and Innovation at eDreams ODIGEO. And that customer insight would not be known by competitors.

Loyalty 56

Loyalty Loyalty Programs Airlines Travel 56

SurveySparrow

SEPTEMBER 28, 2021

Businesses that struggle with customer engagement should deploy a conversational AI platform. They can converse with prospects and existing customers via messaging apps (like WhatsApp), social media (like Twitter and Facebook Messenger), and live chat from the website. Thanks to conversational ai platforms; they won’t! .

2021 52

2021 E-support Social Media E Commerce 52

Currency Alliance

APRIL 10, 2021

The loyalty profession is characterised by cognitive entrenchment, as well as technological backwardness which further limits innovation. The 40-60% of less frequent customers are a far larger commercial opportunity. Capture exclusive customer insight. Push your team to capture exclusive customer insight.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Currency Alliance

FEBRUARY 10, 2021

In my opinion, if someone believes they have reached ‘best practice’, then they typically stop thinking about how to create more value for all stakeholders, and simply allow inertia to drive their customer engagement efforts. Push your team to capture exclusive customer insight.

Loyalty Programs 52

Loyalty Programs Loyalty Touchpoint ROI 52

Currency Alliance

FEBRUARY 10, 2020

Thanks to supermarkets’ high customer frequency and good data analytics, grocery chains can dynamically apply different points earning levels based on the available margin on each item sold, FMCG/CPG-funded offers, and insight about the share of wallet they are getting from each customer. utilities (AGL). fashion (Adidas).

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Multi-Channel 52

Bold360

NOVEMBER 21, 2016

Optimized and digitized technology processes, online and mobile apps, speed, metrics and personalization are what today’s customers demand. The banking and financial industries are impacted because of more and more regulatory and compliance issues that affect all business processes and customer satisfaction. Nicholas Webb.

2016 111

2016 2017 Customer Experience Social Media 111