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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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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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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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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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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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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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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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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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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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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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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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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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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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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Beyond Philosophy

JULY 13, 2016

What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer. Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Q: Are products secondary to service?

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NICE inContact

JULY 31, 2019

toying with the idea of waiting until intermission before calling the bank. On my mother’s advice I agreed that it’d be foolish to delay reporting it to the bank and started looking up the bank’s ‘Lost and Stolen’ hotline on my mobile phone. We’d just shuffled into the theatre, when I realized that my ATM card was missing.

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BirdEye

JULY 7, 2023

In this blog post, we’ll take a deep dive into how a customer service chatbot can elevate your customer support activities, what drawbacks it may have, and share real-life success stories. And they have radically transformed AI-powered chatbots for the better. Today’s customers expect answers in real time.

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Bold360

JULY 9, 2020

The banking universe is made up of two distinct worlds. There are those very large financial institutions — the Wells Fargos and Banks of America — that have giant IT budgets and big technology teams that can get CX done. Then, there are the little guys — regional banks, community banks, and credit unions.

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Avaya

NOVEMBER 8, 2017

The financial services industry ranks as one of the top markets to experience massive digital disruption in the coming years. So, how will the bank branch be impacted? We have an idea of where bank branch digital transformation is headed…. But this hasn’t stopped demand for traditional banking.

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Bizagi

APRIL 21, 2020

It’s easy to jump into a Digital Transformation project. But before you begin, you must remember one simple thing: Digital Transformation means different things to different people. You need to work out what digital transformation means to you. That means transforming and automating your processes.

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Bold360

AUGUST 3, 2020

The banking universe is made up of two distinct worlds. There are those very large financial institutions — the Wells Fargos and Banks of America — that have giant IT budgets and big technology teams that can get CX done. Then, there are the little guys — regional banks, community banks, and credit unions.

Customer Engagement 52

Customer Engagement Banking Engagement Technology 52

Bizagi

JULY 4, 2019

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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Avaya

JULY 13, 2017

Today, nearly every financial process has been digitally redefined. For financial service providers (FSPs), digital transformation has become a means of survival in an age of rapid innovation. For financial service providers (FSPs), digital transformation has become a means of survival in an age of rapid innovation.

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Comm100

APRIL 21, 2022

Credit unions may be a part of the banking industry, but they and their members are unique within this world. While banks are typically driven by the interests of its shareholders, credit unions’ not-for-profit status drives them to focus on delivering the very best service to its members.

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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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Alida

JULY 16, 2018

Last week, 16 C-level leaders in CX, digital transformation and marketing came together for the CMO Lunch Series : Driving CX Transformation , an executive lunch series for CMOs and CCOs to share peer-to-peer insights while networking over lunch. Listening to customers and taking action. Get support of the Board and CEO upfront.

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Avaya

JUNE 13, 2017

My favorite definition of Digital Transformation comes from Current Analysis , where they call it a “way of helping companies reduce the complexity of how they interact with their customers.” While not new, the ubiquity and low cost of sensors and connectivity means that it’s time to include IoT in Digital Transformation plans.

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Bizagi

NOVEMBER 13, 2020

Companies including Lemonade , Youse, and Nexible have rejected slow and manual quote and claim processes in favor of fast digital applications. The importance of a claims process experience to customers, and its administrative burden make it a popular choice when prioritizing transformation projects.

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Oracle

DECEMBER 17, 2020

Episode 4 was all about our communities, the constituent experience in the public sector, and how digital technologies enable all teams to connect in safe, scalable, and personal ways. The most digital cities 2020. The city of Albuquerque — voted the second most digital city (with 500k or more in population) in the U.S.

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Uniphore

OCTOBER 5, 2021

This is a contributed blog post by Dipu KV, President – Operations & Customer Experience at Bajaj Allianz General a recent guest on Uniphore’s Conversations that Matter podcast. That’s the extent to which digitization is being used nowadays to transform the customer service landscape. came to the fore.

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Strativity

SEPTEMBER 20, 2017

The bank designed a complete digital transformation that included sophisticated mobile and digital self-service platforms, which empowered employees to conduct business at their own pace and preferred location. The value delivered in the digital platform was given a ranking of 5 out of 10.

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BirdEye

NOVEMBER 20, 2023

This strategy transforms satisfied customers into brand champions who actively refer new business. In this blog post, we’ve listed out 20 best referral marketing software tools to level up your referral game. We’re living in an era of customer engagement, where every delighted client can become your best marketer. Let’s dive in.

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