InMoment XI

NOVEMBER 20, 2023

The Benefits of AI Customer Experience The integration of Artificial Intelligence (AI) in Customer Experience (CX) strategies brings forth a multitude of advantages for businesses and their customers. Enhanced Customer Insights AI-driven CX analysis enables businesses to gain a profound understanding of their customers.

Customer Experience 324

Customer Experience E Commerce E-support Social Media 324

Forrester's Customer Insights

JULY 29, 2020

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. The drivers of the future are evolutions of the past – some playing out now, others that will be far more prominent by 2025 and table stakes by 2030. […].

Banking 71

Banking 2030 2025 Retail 71

Forrester's Customer Insights

JULY 30, 2020

Leading banks are pivoting and rebooting their strategy — capitalizing on the pace of change and innovation and setting their course for the next decade. By 2030, banking will be invisible, connected, insights-driven, and purposeful.

Banking 50

Banking 2030 Connections Insights 50

Forrester's Customer Insights

MARCH 13, 2024

People with disabilities are a valuable resource to firms looking to innovate and create new ways of working with their customers.

Innovation 56

Innovation Insurance Banking Financial 56

CSM Magazine

DECEMBER 18, 2018

Explain Market Research, one of the UK’s leading customer insight agencies, has explored how companies turn customers into fans, and banks came out on top. Kim Davis, managing director of Explain, highlights what other companies can learn from the banking industry. throughout the customer journey.

Banking 40

Banking 2010 2017 Customer Journey 40

COPC

APRIL 1, 2024

Tech innovators use AI to minimize the financial burden of training new agents and significantly improve training quality. A New Era in Contact Center Training These changes in contact center training methodologies mark a broader digital innovation trend. Picture a customer engaging with a chatbot on a bank’s website.

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

Alida

JULY 11, 2018

In a panel session moderated by our very own Karen Eisen, experts from Canadian Tire, Jamieson Laboratories, CIBC and Flipp shared how they are using customer insight to improve the customer experience. Canadian Tire: Use insight to meet the needs of different customers. It was also a great night of learning.

Insights 141

Insights Brands Banking ROI 141

Forrester's Customer Insights

JULY 16, 2020

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. We see four clear themes forming in the research.

Banking 36

Banking Financial Connections Brands 36

Forrester's Customer Insights

FEBRUARY 9, 2023

It’s no secret that in today’s business climate, corporate banks are feeling the squeeze. Now is the time when corporate banks change the way they serve clients. They struggle with an installed base of pre-modern applications and archaic processes.

Banking 26

Banking Financial Innovation Customer Experience 26

Lumoa

DECEMBER 19, 2023

In this article, we’ll explore five innovative and creative ways to leverage AI for sentiment analysis. From enhancing customer support experiences to predicting market trends, AI empowers businesses across industries to make data-driven decisions that resonate with their audience.

Social Media 83

Social Media Feedback Banking Automotive 83

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 52

Banking Rewards Programs Financial Information 52

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

Forrester's Customer Insights

JUNE 10, 2019

On June 6, JPMorgan Chase announced it would be closing its digital-only bank Finn, a little under a year after it was launched. Digital banking is a tough business, and we’ve seen far more examples of failures than successes over the past two decades. The closure of Finn does bring up some important lessons for […].

Banking 45

Banking Financial Innovation Customer Experience 45

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

Forrester's Customer Insights

FEBRUARY 21, 2023

Over three quarters of banks are increasing their spending on emerging technologies, creating the potential for hype and fear of missing out. Forrester identified nine emerging technologies that should be on the list of every bank, either now or later.

Banking 49

Banking Return on Investment Innovation Technology 49

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

Thematic

DECEMBER 12, 2023

With the help of Thematic’s AI-powered platform , the unstructured qualitative feedback can be analyzed and presented as structured customer insights. This process uncovers common themes and hidden trends within these customer interactions, all on a large scale. What is Direct Qualitative Feedback?

Feedback 62

Feedback Social Media Banking Insights 62

Customer Bliss

MARCH 30, 2017

Visually, a slice of it looks like this: And that’s actually a good place to start in general on the idea of customer experience labs: what are they, why do companies typically use one, and what’s the desired end state? What are customer experience labs? The yin and yang of customer experience labs.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

PeopleMetrics

MARCH 1, 2017

The final discipline of growth banking is all about listening and acting on feedback from your customers. And it starts with the decision to either build or buy a Voice of the Customer solution for your own organization. Yes, you will be improving the experience for customers who share their insights and experiences with you.

Net Promoter Score 70

Net Promoter Score Customer Centricity Banking Metrics 70

Forrester's Customer Insights

NOVEMBER 2, 2021

To compete and survive in an increasingly unpredictable, post-pandemic world, banks will invest heavily in technology, talent, and sustainability in the coming year.

Banking 48

Banking Innovation 2022 Technology 48

ReviewTrackers

JULY 27, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Banks must adopt a customer journey mindset, healthcare leaders discuss the importance of data, and more. Get Into the Right Mindset.

Customer Journey 50

Customer Journey Insurance Healthcare Hotels 50

Forrester's Customer Insights

FEBRUARY 9, 2023

The world of money is changing, and India has made impressive progress toward innovations in digital payments. India’s central bank, Reserve Bank of India (RBI), is now focusing on Central Bank Digital Currency (CBDC). Things have been a little hazy around the use of cryptocurrencies in India.

Banking 47

Banking Innovation Marketing Financial 47

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

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

FEBRUARY 11, 2022

In 2022, banks are refocusing their efforts on innovation, sustainability, and IT improvements.

Banking 48

Banking 2022 Innovation Financial 48

Forrester's Customer Insights

APRIL 21, 2020

On Thursday, April 16, payments firm Stripe announced that it had raised $600 million in fresh funding. The funding comes on top of a $250 million round in September 2019 and values the fintech at an eye-watering $36 billion. The economy may be contracting as a result of the COVID-19 downturn, but investors are certainly […].

Banking 28

Banking Innovation 2019 Financial 28

Forrester's Customer Insights

OCTOBER 8, 2019

Hackathons can be an excellent way for financial services firms to round out their innovation portfolios. Innovation events like these can help address changing consumer needs and behaviors, as well as competitors’ responses to them. The Citizens Challenge, held by Citizens Bank […].

Banking 35

Banking Innovation 2019 Financial 35

Forrester's Customer Insights

JULY 10, 2019

In last month’s midwestern US regional Forrester Leadership Board meeting, Stephanie Hammes-Betti, the SVP of Innovation Design at US Bank took us through the […].

Banking 51

Banking Innovation Leadership Marketing 51

C Space

FEBRUARY 12, 2020

She is a premier expert on leading innovation and growth during times of uncertainty. In all markets, innovations happen. These innovations allow companies to create something new – after which they can enjoy a commercial advantage, for a while. Bernie Banks: Leadership is Influence. So says Bernie Banks.

Net Promoter Score 52

Net Promoter Score Customer Centricity Travel Banking 52

ReviewTrackers

APRIL 27, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. It’s the end of the month, so that means this weeks’ Customer Insights focuses on four different industries: banking, hospitality, healthcare, and technology.

2007 50

2007 2009 Insurance Healthcare 50

SurveySensum

JULY 14, 2020

A Customer Experience Thought Leader and Influencer, Mila Widyani is a dynamic professional who strongly believes that CX is the key to driving a sustainable competitive advantage in today’s economy. She has an accumulative experience of 16 years in the Audit and Banking industry. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Lumoa

AUGUST 8, 2023

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. Examples of some open-ended questions: What were the main reasons you chose our product? How would you describe your experience with us?

Feedback 83

Feedback Net Promoter Score NPS Customer Satisfaction 83

Peter Lavers

DECEMBER 21, 2017

Here are three independent expert blogs that are well worth regularly browsing for great insight and commentary in the world of customer management: Customer Insight Leader from Paul Laughlin. Nedbank – I have walked the customer centricity journey with this great bank for over a decade. People to follow.

Multi-Channel 55

Multi-Channel B2C B2B Customer Centricity 55

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

Customer Bliss

AUGUST 8, 2017

With a track record in transformational leadership, Stephen has built a reputation for leading and implementing successful customer focused, innovative and profitable initiatives. These included the creation of new marketing approaches to acquire and retain customers and the formation of a new customer focused digital business channel.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

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. Forrester CXNYC.

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