ECXO

JUNE 11, 2023

Define your brand values and messaging – having a clear set of brand values and messaging is essential to creating a consistent experience across all touchpoints. Which metrics should you use to track to measure performance and demonstrate ROI? How do customers experience your brand – across touchpoints?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

SurveySensum

DECEMBER 4, 2024

Custom er loyalty and satisfaction are crucial when it comes to banks. More than often, customers are attracted to banks that value them and offer good service. But when every bank strives to achieve the same, how can you get a competitive edge? What is NPS in Banking and Other Financial Institutions?

Banking 52

Banking NPS Financial Net Promoter Score 52

InMoment XI

OCTOBER 24, 2024

InMoment has also been recognized for having the fastest ROI time, the best support, and the easiest to use. Financial Services: Banks and financial institutions use customer engagement platforms to manage customer support, offer individualized financial advice, and ensure that customer inquiries are handled securely on different channels.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

GetFeedback

AUGUST 14, 2019

While people expect more from their bank, barista, and bariatric surgeon, what they expect is not congruent. . CSAT’s simplicity also makes it easy to implement across many touchpoints of the customer journey. Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator. Industry matters.

Customer Satisfaction 268

Customer Satisfaction Survey eBook Industry 268

InMoment XI

NOVEMBER 15, 2023

Consider a mobile banking app that recently updated its user interface. If the CES scores are consistently high, it confirms that the app changes were well-received, simplifying the banking experience for users. What is the ROI of Customer Experience Analytics? Most organizations struggle proving ROI with their CX programs.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

InMoment XI

SEPTEMBER 19, 2024

The customer journey maps out the path a customer takes and focuses on individual touchpoints. The end-to-end customer experience, however, is how the customer feels about each of those touchpoints. 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

inQuba

MARCH 27, 2025

Intervention Design The right solution enables personalized interventions to influence customer behavior at critical touchpoints. This ensures continuous improvement in conversion rates, retention, and overall CX ROI. For instance, a leading South African retail bank partnered with us to optimize its card application journey.

Net Promoter Score 52

Net Promoter Score ROI Customer Journeys Analytics 52

Kerry Bodine

JUNE 5, 2019

We use awareness, consideration, evaluation, conversion as the phases of the journey and connect to relevant touchpoints/marketing mixes. And Royal Bank of Scotland alone had more than 70. What is the best or most common way to determine the health of your customer touchpoints? First, we need to define “health.”

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

InMoment XI

SEPTEMBER 1, 2022

You get a greater return on your investment (ROI) from repeat customers than trying to acquire a first-time customer Even though only 12% to 15% of customers are loyal to a single retailer, they represent between 55% to 70% of the retailer’s sales. Deploy Microsurveys at Key Touchpoints: Get customer feedback in the moments that matter.

Customer Retention 195

Customer Retention How To Customer Journeys Telecommunications 195

Experience Investigators by 360Connext

FEBRUARY 9, 2021

The Three Areas of ROI. In one research study , a bank in Germany found that In a study of almost 10,000 accounts, referred customers were 25 % more profitable than customers acquired in other ways. More Types of Customer Experience ROI. That sounds like a tremendous ROI to me. Why do some companies ignore this?

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

ECXO

JULY 8, 2024

This approach is challenging because decisions made using enterprise technology may require clarifying for customers and users how each interaction and process can impact their finances, existing customer relationships, partnerships, and ultimately, retention, ROI, loyalty, and growth. Financially, Revolut’s revenue surged from £12.8

e-support 156

e-support Case Study Financial Banking 156

rethinkCX

JANUARY 27, 2025

Ron is a seasoned BPO and customer experience (CX) sales leader with extensive global experience across industries such as retail, travel, healthcare, banking, technology, and gaming. Ron highlights how AI-powered analytics and automation have improved decision-making, while ensuring consistency across all customer touchpoints.

Roadmap 52

Roadmap Healthcare Call Center Travel 52

Kerry Bodine

JUNE 5, 2019

We use awareness, consideration, evaluation, conversion as the phases of the journey and connect to relevant touchpoints/marketing mixes. And Royal Bank of Scotland alone had more than 70. What is the best or most common way to determine the health of your customer touchpoints? First, we need to define “health.”

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

We use awareness, consideration, evaluation, conversion as the phases of the journey and connect to relevant touchpoints/marketing mixes. And Royal Bank of Scotland alone had more than 70. What is the best or most common way to determine the health of your customer touchpoints? First, we need to define “health.”

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

CloudCherry

DECEMBER 1, 2018

Credit unions need information at-a-glance to help understand how their member base feels and acts across multiple branches and touchpoint. Within the CloudCherry platform, our CrossTabs reporting feature provides snapshot data from multiple touchpoints. Each set of touchpoints and channels are assigned to different stages.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

CloudCherry

OCTOBER 19, 2018

Credit unions need information at-a-glance to help understand how their member base feels and acts across multiple branches and touchpoint. Within the CloudCherry platform, our CrossTabs reporting feature provides snapshot data from multiple touchpoints. Each set of touchpoints and channels are assigned to different stages.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

Lumoa

JUNE 26, 2023

Omnichannel marketing customer experience is a strategy that integrates all marketing touchpoints – both offline and online – to create a seamless customer journey. Building an omnichannel experience helps you access customer data from all your touchpoints.

Omni-Channel 195

Omni-Channel Customer Experience Net Promoter Score Effort Score 195

Think Customers

OCTOBER 14, 2024

Improve CX and drive ROI with a roles-based strategy The AI landscape is evolving so quickly, it seems like nearly every day there’s another “shiny new object” promising to revolutionize customer experience (CX). They also need to get department leaders to work together if they’re going to drive ROI.

Contact Center 52

Contact Center Self Service ROI Training 52

Eptica

MARCH 28, 2018

Date: Wednesday, March 28, 2018 Why it is time to calculate the ROI of VoC programs. This can be linked to business metrics to give a true ROI figure. Lost business obviously hits revenues, meaning that a better understanding of why customers have problems at specific touchpoints is vital to improving sales.

ROI 65

ROI Net Promoter Score Return on Investment Effort Score 65

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. How the CX ROI Metrics Roadmap Works Gold : First, your CX team facilitates earnest use of customer experience insights for growth efforts: Products and services : new, upgrades, and lite versions.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

BirdEye

NOVEMBER 18, 2024

Performance analytics to get actionable insights that help you continuously improve your social strategy with: Competitor analysis Social media engagement tracking ROI measurement 3. What ROI can businesses expect from social media AI tools? They ensure consistent brand messaging while adapting to local preferences and requirements.

Social Media 59

Social Media Tools Multi-Channel Guidelines 59

Comm100

JANUARY 11, 2023

Without automation facilitating regular touchpoints throughout the customer journey, both customers and organizations benefit. Lower service costs and substantial ROI. For example, Insider Intelligence estimates that the adoption of chatbots could soon save the healthcare, banking, and retail sectors $11 billion annually.

Customer Service 246

Customer Service Self Service Chatbots Return on Investment 246

West Monroe

JULY 30, 2023

In our 2023 Outlook: The Future of the Banking Industry , we anticipated murky waters and a rising need for the use of digital solutions to better evaluate profitability, identify key customer touchpoints, and work to prevent deposit outflows and overconcentration. This urgency has only increased.

Banking 52

Banking Multi-Channel Financial Customer Centricity 52

Pointillist

SEPTEMBER 10, 2020

In this post, I’ll discuss how organizations are using customer journey orchestration to improve personalization decisions across all channels and touchpoints, enhance CX and achieve their business goals. Traditionally, personalization at each touchpoint falls under the purview of the touchpoint owner.

Customer Journeys 128

Customer Journeys Touchpoint Net Promoter Score Customers 128

InMoment XI

OCTOBER 8, 2024

Customer experience improvement refers to enhancing the interactions and overall satisfaction a customer has with your business across all touchpoints. Consumers are rarely visiting branches, and digital banking usage has increased exponentially. This will help you understand the most important touchpoints and make an initial plan.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

CloudCherry

AUGUST 9, 2018

After the customer journey is designed, brands can begin to measure the customer’s experience across each touchpoint. For example, in a bank, is teller friendliness more important than the speed of service? True predictive platforms are able determine the key drivers of customer engagement leading to more accurate ROI predictions.

Customer Experience Management 150

Customer Experience Management Customer Journeys Customer Experience Management 150

Pointillist

AUGUST 26, 2019

Take the time to embed it in every customer touchpoint, including your website, your online applications and mobile apps. Customer journey analytics is an approach to insights and measurement that examines customers’ behavior not just at individual touchpoints, but along the paths they take as they attempt to accomplish their goals and tasks.”

NPS 79

NPS Strategy Net Promoter Score How To 79

Pointillist

SEPTEMBER 18, 2019

Today, your customers expect a consistent, high-quality experience, as they interact with your organization across an ever-growing set of touchpoints and channels. Customer experience leaders often face hurdles in budget approval because customer experience ROI isn’t forecasted or quantitatively expressed.

How To 84

How To Analytics Customer Journeys ROI 84

West Monroe

JULY 30, 2023

In our 2023 Outlook: The Future of the Banking Industry , we anticipated murky waters and a rising need for the use of digital solutions to better evaluate profitability, identify key customer touchpoints, and work to prevent deposit outflows and overconcentration. This urgency has only increased.

Banking 40

Banking Multi-Channel Financial Customer Centricity 40

Lumoa

APRIL 24, 2018

Plus, NPS samples are insufficient i.e. of the total customer base how many responses would we need across a range of touchpoints to make NPS statistically valid? can support achieving business goals (ROI) and grow or communicate the value that is accrued by a brand due to nurturing a relationship (ROR, Return on Relationship).

System 317

System Effort Score NPS Net Promoter Score 317

Currency Alliance

JUNE 11, 2019

A 2018 Collinson study reported that 66% of financial services professionals say their bank “does not understand why customers are loyal or have a strategy to strengthen customer relationships”[i]. People are more likely to leave their spouse than their bank[ii], so it might seem that banks have no case to answer. Extra what?

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

ChurnZero

JANUARY 29, 2021

. As a Customer Success professional, you talk to customers about your products and services all day, every day – whether it’s discussions about product adoption, value, or ROI. Take notes and log every touchpoint. Maintain balance and use the one-fourth rule as a guide.

How To 98

How To Banking NPS Customer Success 98

Pointillist

MARCH 1, 2019

This analysis reveals not only where the calls originate from but also where to target investments to get maximum ROI while keeping customer satisfaction unchanged. Tag Your Customer Service Touchpoints Employing customer journey analytics in your call center operation has the added benefit of tagging all your customer service touchpoints.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

Pointillist

JANUARY 19, 2022

Typically, customer feedback is only measured in aggregate, by segment or after isolated transactions at individual touchpoints. Customers can take multiple journeys at once and often use multiple touchpoints as they accomplish their goal. But it’s hard to know where to start if you’re relying on survey feedback too heavily.

Customer Journeys 75

Customer Journeys Measurement Effort Score Self Service 75

Currency Alliance

DECEMBER 17, 2019

This has mostly been via low-investment, tactical approaches that increase ROI, and educate the C-suite regarding long-term strategic value. New regulatory frameworks, such as GDPR and open banking, are going to give your competitors access to data about your best customers. >Data collection: integrate more touchpoints.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

Experience Matters

APRIL 7, 2015

The NICE Real-Time Web Engage solution helps leading banks, hospitality, digital media, content providers, travel and entertainment companies create meaningful customer experiences on their websites. Fizzback’s responsiveness and scalability ensures consistency of information and customer tracking from touchpoint to touchpoint.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Currency Alliance

NOVEMBER 4, 2022

So how should New Zealand’s banks and brands respond, and how should other brands collaborate with partners to reduce dependency on any single source of funding? Within one year, over 100 bank-sponsored loyalty programs in Europe disappeared. Shutting down the loyalty programs was a huge strategic mistake by the banks.

Loyalty 52

Loyalty Marketing Loyalty Programs Banking 52