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.

Chatbots 130

Chatbots Banking ROI Omni-Channel 130

InMoment XI

DECEMBER 13, 2021

After journey mapping and capturing customer insights, InMoment supplements that data with financial, operational, employee, social media, etc. This new approach means reaching for multiple sources of insights and synthesizing that information to allow organizations to take practical action.

Analytics 370

Analytics Data Marketing Customer Journeys 370

Comm100

MAY 4, 2023

Digital banking provides a host of benefits for the end user, from convenience and 24/7 availability to lower costs. However, there is one factor that can be lost within digital banking which many customers still long for. Personal, human interactions. This is where live chat comes in. Live chat can be very personal.

Banking 130

Banking Customer Experience Multi-Channel Video 130

InMoment XI

MARCH 20, 2024

In the midst of a financial industry crisis, Metro Bank emerged in 2010 with a bold vision—to create fans, not just customers. Breaking the mould of traditional banking, Metro Bank embarked on a mission to revolutionise the banking experience in the UK.

Customer Centricity 195

Customer Centricity Net Promoter Score Banking Effort Score 195

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.

Industry 141

Industry Brands Banking ROI 141

SurveySensum

JANUARY 27, 2025

Worse, it skews the insights youre banking on to make decisions. With over 6,500 languages spoken worldwide, relying on a single language for your surveys means missing out on truly understanding your audience. Every unclear word, every ambiguous phrase gets chipped away at the accuracy of your data. The solution? Multilingual surveys.

Survey 52

Survey Customer Insights Customers Culture 52

Thematic

SEPTEMBER 1, 2021

With just one click, you can now send your customer conversations to Thematic for automated tagging and analysis. Read on to learn how to use our powerful analytics for deeper customer insights. For example, it’s useful to know the main reasons your customers are looking for support. What is chat analytics?

Customer Insights 114

Customer Insights How To Analysis Analytics 114

ECXO

MARCH 6, 2025

B2B customer needs and market conditions change, so the CX program should be agile enough to adjust course. quarterly) can be used to review whats working, incorporate new customer insights, and reprioritize initiatives. When updates and customer insights are openly communicated across teams, it reinforces a shared mission.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

OCTOBER 14, 2024

Uncertainty over the impact of their responses was among the top four reasons cited by customers for abandoning their last survey. The Business Impact of Survey Fatigue Survey fatigue poses several challenges for businesses, making it difficult to capture valuable customer insights.

Survey 195

Survey How To Hospitality Feedback 195

eglobalis

JUNE 27, 2024

HSBC uses advanced analytics to track and understand customer interactions across digital and physical channels, enabling them to refine each touchpoint for a seamless banking experience. Create detailed journey maps that visualize every customer interaction. Companies like HSBC in Europe and Toyota in APAC excel in this area.

Strategy 455

Strategy Customer Experience Net Promoter Score Customer Centricity 455

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 Retail Virtual Agent Financial 71

CX Accelerator

JUNE 8, 2020

Listen to customer service call recordings. In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. That’s why ,, Schulbert Koleka , Business Manager at Standard Bank Malawi, recommends, “Initiate the conversation.

Survey 345

Survey Social Media Contact Center Call Recording 345

Wired and Dangerous

OCTOBER 19, 2015

Again, we were directing a series of customer focus group sessions for a bank client. One customer registered frustration over the bank’s decision to significantly lower their consumer lending interest rate, while leaving her rate extremely high. They never make promises to customers they cannot or do not keep.

Customer Insights 70

Customer Insights Sports Banking Groups 70

Lumoa

APRIL 21, 2022

People who lead Customer Support functions are very well aware of the challenges. You are also very well aware of where you want to go; RevOps, with 69% of you saying your primary reason for gathering customer insights is to increase revenue and reduce churn. Morgan, Deutsche Bank and Standard Chartered Bank.

How To 195

How To Self Service Banking Customer Satisfaction 195

Forrester's Customer Insights

JANUARY 14, 2025

Leading banks are leveraging mature and emerging technologies, customer insights, and data to enhance customer experience, increase customer engagement, and drive business growth.

Banking 26

Banking Technology Customer Insights Customer Engagement 26

Experience Matters

OCTOBER 1, 2018

Here are the highlights from this benchmark: With an NPS of 65, USAA’s banking business earned the highest score in the study, followed closely by its insurance business Read More. The post Report: Net Promoter Score Benchmark Study, 2018 appeared first on Customer Experience Matters®.

Net Promoter Score 215

Net Promoter Score Study Report NPS 215

Forrester's Customer Insights

DECEMBER 4, 2024

Bank executives and their teams face rising customer expectations, evolving needs and behaviors, and new competitive threats — and mobile experiences are at the center of it all. The share of consumers using mobile apps for banking has spiked (overtaking online banking).

Banking 29

Banking Consumers Customer Expectations Customer Experience 29

Forrester's Customer Insights

APRIL 22, 2021

Significant gaps continue to exist in private banking, forcing firms to rethink pricing and organizational models. As a result, high-net-worth clients are not fully benefiting from some of the digital innovations that are changing how customers interact with their private banks.

Banking 71

Banking Innovation Trends Interaction 71

Lumoa

APRIL 7, 2022

With all of this in mind, it’s clear that  measuring and tracking customer NPS is essential for any business  wanting to keep tabs on the health of its customer relationships (and improve them over time) and utilizing a customer insights platform such as Lumoa makes this a significantly more manageable task.

NPS 195

NPS Net Promoter Score Industry How To 195

Lumoa

DECEMBER 17, 2021

The business and growth of Lumoa are driven by the megatrends of data driven decision making, customer focus and digitalization. Lumoa AI is used in multiple industries, such as telco, ecommerce, logistics, retail, banking and utilities. Carlos del Corral takes the lead as the CEO and continues also to lead the Customer Success Team.

Ecommerce 195

Ecommerce Banking Retail Groups 195

Forrester's Customer Insights

SEPTEMBER 14, 2023

Open banking is imminent in the US, and banks must prepare now to be ready for the CFPB's Personal Financial Data Rights rule.

Banking 61

Banking Financial Data Customer Centricity 61

Lumoa

MAY 21, 2018

Marketing Marketing, which often substitutes or fulfils the role of Customer Experience management, must tailor the customer communications to align with customer segments. In many organizations, marketing has an overall responsibility for the customer experience improvement initiatives and customer insights.

Customer Experience 305

Customer Experience Customer Centricity Net Promoter Score Customers 305

Forrester's Customer Insights

JULY 25, 2024

Digital banks are gaining traction among consumers, globally. Learn what incumbent banks should do to compete.

Banking 55

Banking Consumers Financial Customer Experience 55

InMoment XI

SEPTEMBER 19, 2024

Below are some real-world examples of companies that excel at delivering exceptional customer experiences from the first interaction to post-purchase support. Metro Bank Metro Bank worked to improve the end-to-end customer experience by restructuring its customer insights program.

Customer Journeys 195

Customer Journeys Customer Experience Social Media Banking 195

Forrester's Customer Insights

FEBRUARY 4, 2025

Driving engagement is top of mind for most digital banking leaders. Forresters research reveals the immense value for both customers and banks of useful, convenient digital banking experiences. The right mobile banking offerings, for example, can unlock new value for a customer and differentiate a banks brand.

Banking 29

Banking Data Engagement Examples 29

Lumoa

JULY 10, 2018

However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer. Companies receive real time feedback in massive volumes, if they only start listening to their customers.

ROI 284

ROI Customer Experience NPS Financial 284

Experience Investigators by 360Connext

APRIL 11, 2023

As an example, when you ask people what they want from a bank, they often say things like ‘security’ but they really want convenience. Today’s assumption is that if you are a reputable bank, there is good security. So what’s the definition of a “quality” customer experience for these banking customers?

Customer Journeys 162

Customer Journeys Banking B2B Customers 162

Thematic

APRIL 3, 2025

Cloud platforms support real-time collaboration and cross-functional access, which means marketing, product, and CX teams can all tap into customer insights without waiting for weekly reports. One real-world example is Atom Bank , which struggled to unify these insights across teams and touchpoints.

Analytics 62

Analytics Trends Marketing Social Media 62

ECXO

JULY 29, 2024

Barclays uses advanced analytics to track and understand customer interactions across digital and physical channels, enabling them to refine each touchpoint for a seamless banking experience. Create detailed journey maps that visualize every customer interaction.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Forrester's Customer Insights

SEPTEMBER 30, 2024

In the rapidly evolving financial landscape, banks are facing challenges that require them to adapt and innovate. Trust is the foundation upon which successful banking relationships are built, and it will continue to be a crucial factor in shaping the future of the industry. […]

Banking 54

Banking Connections Financial Innovation 54

Forrester's Customer Insights

APRIL 23, 2020

What do consumers expect from their banks in response to the COVID-19 pandemic? We interviewed 40 customers of 14 banks to find out. We also asked them what they think of how their banks are handling the crisis so far. Their responses show that many banks are missing the mark by making COVID-19 content hard […].

Banking 67

Banking Brands Consumers User Experience 67

Forrester's Customer Insights

FEBRUARY 25, 2021

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. Enterprise clients have lived with a sub-par experience for far too long.

Banking 49

Banking Retail Innovation Customer Experience 49

West Monroe

JANUARY 25, 2022

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. This outlook will not include an analysis of M&A trends.

Banking 52

Banking Financial Trends Multi-Channel 52

Forrester's Customer Insights

AUGUST 7, 2020

A few days ago, I discussed application architecture in banking with a banking software vendor. Starting from there, we had a look at that vendor’s core banking solutions and further back-end systems such as trade finance. The vendor quickly suggested that its solutions align with Forrester’s concept of a lean core.

Banking 64

Banking Software System Financial 64

Forrester's Customer Insights

JUNE 17, 2024

Well, that’s how legacy, monolithic banking systems are: inflexible, siloed, and product-centric; closed, batch-based, unintelligent, and security-challenged — relics of a bygone era. Now, dramatically change their environment. Sounds like a recipe for extinction, right?

Banking 57

Banking System Technology Strategy 57

West Monroe

AUGUST 13, 2024

As the banking customer experience tilts further toward interaction through digital channels, financial institutions face critical challenges when delivering their differentiated brand through this lens.

Banking 52

Banking Financial Analytics System 52

Lumoa

MAY 16, 2024

Here, Lumoa provides text analytics services for numerous stakeholders like customer insights professionals and — also — for product teams. Here’s an example of the result for banking mobile application data for the July-September range in 2018. Some of the topics have clearly AI generated names.

Tools 195

Tools Banking Software Data 195