Thematic

MARCH 20, 2025

Atom Bank , as the UK’s first app-only bank, used customer review analysis to stand out in the market. They uncovered common frustrations with competitor banking apps, such as slow loan approvals, hidden fees, and clunky mobile experiences. They also redesigned their app for a more seamless user experience.

Analytics 62

Analytics Social Media Banking Analysis 62

Chattermill

JUNE 27, 2017

We analysed customer experience in banking and here's what we found: Part 1 - Established Banks. customer experience. Here are the most important factors impacting customer experience in finance and how established banks can gain competitive advantage. Banking Insights: Part 1.

Banking 76

Banking Customer Experience Net Promoter Score Competitive Advantage 76

InMoment XI

AUGUST 14, 2024

Finance AI can analyze customer feedback from banking apps, online banking services, and customer service interactions to identify common issues such as transaction errors or poor user experiences. By addressing this issue, the bank can improve customer satisfaction and increase loan approvals.

Feedback 195

Feedback Customer Experience Social Media Hotels 195

ECXO

JULY 8, 2024

Understanding Digital Product Design Designed by DALL·E Digital product design encompasses the process of conceptualizing, creating, and refining digital interfaces and experiences that meet user needs and expectations. The primary goal is to create intuitive, aesthetically pleasing, and functional products that resonate with users.

e-support 156

e-support Case Study Financial Banking 156

CSM Magazine

NOVEMBER 14, 2024

The Role of Mobile Apps in Enhancing Customer Experience Imagine having a piece of software in your customers’ pockets that can amplify your financial services – that’s what a robust mobile app can do for banks and lenders. Convenience and Accessibility Consider the convenience of having a bank in your pocket.

Financial 52

Financial Customer Service Banking Chatbots 52

Lumoa

DECEMBER 15, 2022

” For example, take a look at this customer satisfaction survey from Capital Bank : Image Source. They’re asking for more than a simple five-star review and identifying specific areas on which they want to receive feedback—such as how long it took to handle transactions and the usability of the digital banking options.

Voice of Customer 221

Voice of Customer Analytics Social Media How To 221

ECXO

MARCH 5, 2024

They used this approach to redesign their user experience completely, from product design to the design of delivery trucks. Bank of America used Design Thinking to increase the number of people who were saving by 85%. It resulted in faster time to market, improved user experience, and ultimately, a happier customer base.

Customer Centricity 294

Customer Centricity Competitive Advantage Innovation Customer Journeys 294

Forrester's Customer Insights

SEPTEMBER 24, 2019

Spain’s BBVA has come top in Forrester’s global mobile banking app reviews for the third year in succession. Over the past few months, a team of Forrester analysts and other researchers has reviewed the functionality and user experience of 54 leading mobile banking apps from around the world.

Banking 10

Banking User Experience Consumers Customer Experience 10

Forrester's Customer Insights

MAY 3, 2019

As an analyst researching user experience (UX), I’ve recently been conducting UX reviews of many banks’ mobile banking apps for an upcoming report. And I’ve been struck by how many of them contain poorly written content. Copywriting matters.

User Experience 50

User Experience Banking Report Communication 50

Forrester's Customer Insights

JUNE 21, 2022

Mobile banking apps are a crucial component of the overall banking experience. To identify mobile banking best practices, we reviewed the mobile apps of 13 EMEA banking brands in March and April of 2022 for both functionality and user experience.

Banking 49

Banking User Experience Brands Customer Experience 49

Thematic

JUNE 28, 2021

We analyzed the public reviews of 35 mobile banking apps to see what matters most to their users: To define the scope of the dataset, we limited our search to Bank and Credit Union apps with more than 100 current consumer reviews (from June 2020 to May 2021) on Google Play and iOS store sites.

Banking 62

Banking Competitive Advantage Feedback User Experience 62

Answer Dash

NOVEMBER 21, 2018

The resulting automation will drive efficiency and cost saving, whilst ensuring that customers are delivered a flawless experience. SEB, a major Swedish bank, now uses a virtual assistant called Aida to interact with millions of customers.

User Experience 75

User Experience Social Media Customer Service Representative Interaction 75

Kayako

JANUARY 24, 2018

I’d purchased flights through a popular comparison site only to find double charges in my bank account. Did my bank have an error? Consumers want a messaging experience over live chat. Something like the above happened to me shortly. I spent the morning hopping from phone to live chat to find who was at fault.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

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

Thematic

APRIL 3, 2025

Finance & Banking Banks and fintech companies use text analytics to monitor compliance, detect fraud, improve customer experience, and drive strategic decisions. One real-world example is Atom Bank , which struggled to unify these insights across teams and touchpoints. The AI voice generators market, valued at USD 4.9

Analytics 62

Analytics Trends Marketing Social Media 62

Avaya

JULY 13, 2017

Chat bots are at the center of the digital banking revolution. to a world where anyone, anywhere can easily create virtual, conversational agents that drive specific user experiences. For example, Bank of America is currently testing its highly-anticipated chat bot , Erica. The Potential of Biometrics for Banking.

Chatbots 60

Chatbots Banking Financial Comparison 60

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

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

CX University

FEBRUARY 1, 2024

Online banking has revolutionized the way we manage our finances, offering unparalleled convenience and ease of access to our accounts. While the need for stringent security protocols is undeniable, it is also essential to consider the customer experience and the demand for digital ease and convenience.

Banking 59

Banking Customer Experience Infographics Financial 59

Forrester's Customer Insights

SEPTEMBER 28, 2018

Digital banks are not eating the incumbent banks’ lunch (yet!) but they’re certainly demonstrating voracious appetite. In the UK, Monzo recently hit the one million customer mark, whilst Revolut has almost tripled its customers to 2.8 million in a year.

Banking 55

Banking Industry Financial User Experience 55

Lumoa

MAY 16, 2024

These metrics don’t always align with each other or with user experience. Often, results need to be reviewed visually in the user interface. The goal of the system is to take the user from a mountain of textual data into a view to the data, that is sensible and comprehensible.

Tools 195

Tools Banking Software Data 195

Forrester's Customer Insights

NOVEMBER 23, 2020

Mobile apps have become the main touchpoint of banking relationships for millions of people and the starting point for many financial decisions and activities. Forrester data shows that 52% of Italian and 42% French online adults have done their banking on a mobile website or app in the past month.

Banking 36

Banking User Experience Touchpoint Financial 36

Forrester's Customer Insights

OCTOBER 3, 2023

Mobile banking matters more than ever in the US and Canada. Online banking usage is trending down as mobile banking usage and engagement continue to rise. In mobile banking channels, customers demand a widening set of features and services — and these mobile experiences have a major impact on brand perceptions and preferences.

Banking 61

Banking Trends Brands Engagement 61

West Monroe

JULY 26, 2022

Banks stepped up their digital game as the pandemic accelerated adoption of virtual banking. West Monroe asked banks in Q3 2021 to assess the maturity of their digital products and services. West Monroe asked banks in Q3 2021 to assess the maturity of their digital products and services. The bottom line?

Banking 59

Banking Customer Experience Financial Effort Score 59

Beyond Philosophy

JUNE 6, 2019

For example, not so long ago, people didn’t want to migrate to online banking. In the minds of many people, the internet was a sinister nest of bad-actors waiting to steal all of our electronic money right out of the virtual bank. However, online banking has proved to be helpful to society. Get Used to It.

Banking 141

Banking Airlines Analysis Technology 141

ShepHyken

OCTOBER 22, 2021

Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing. He shares six ways companies and their brands can deliver an exceptional customer experience. A customer experience strategy is not a one-time occurrence. Continue to Evolve.

Tips 153

Tips Customer Experience Management Return on Investment 153

Comm100

MARCH 25, 2024

Remember that building a chatbot into your website allows for a more customized user experience, and eliminates the risk of depending on third-party platforms. Native chatbots (or bots that are built into your company’s website or mobile app) also give companies more control over user data and allow for greater user privacy.

Chatbots 246

Chatbots Customer Journeys User Experience System 246

Thematic

MARCH 20, 2025

They need a structured way to understand their customers, anticipate needs, and improve the user experience, so they need a customer insights framework. A customer insights framework means turning customer feedback into actionable strategies that improve product experience, marketing, and customer service. Remember Atom Bank?

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

West Monroe

DECEMBER 11, 2022

This means that at a time when banks are poised to generate “cycle” high-net interest margins, they’re instead forced to prepare for volatility: increasing loan loss reserves, optimizing their workforce, and scrounging for deposit bases. Facing an economic downturn, banks should play offense.

Banking 52

Banking Marketing Self Service Financial 52

West Monroe

JULY 27, 2022

Banks stepped up their digital game as the pandemic accelerated adoption of virtual banking. West Monroe asked banks in Q3 2021 to assess the maturity of their digital products and services. West Monroe asked banks in Q3 2021 to assess the maturity of their digital products and services. The bottom line?

Banking 52

Banking Customer Experience Financial Effort Score 52

CSM Magazine

FEBRUARY 5, 2025

Where to Buy Cosmos (ATOM) Safely Atom is listed on various platforms, each with its pros and cons in terms of security, fees, and user experience. Centralized exchanges like Binance, Coinbase, and Kraken are very friendly for new users, have high liquidity, and major security measures in place.

How To 52

How To Government Banking Policies 52

Customer Bliss

NOVEMBER 15, 2018

Co-op Financial Services is as a nationwide credit union network supporting their members of small financial instututions, credit unions, and community banks with industry-leading ATM, digital payment, security, and marketing. . Samantha enlisted the help of her user experience team to put together a comprehensive audit.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Ecrion

FEBRUARY 4, 2020

If you’re doing any sort of online banking, you need to realize that this is prime territory for cyber attacks. Studies show that banks get hit with about 85 cyberattacks per year — and 33 percent of those attacks are successful. Likewise, banking customers are often getting their information compromised.

Banking 57

Banking How To Financial Measurement 57

Lumoa

JUNE 26, 2023

However, in an omnichannel experience, the customer can browse the brand’s website for multiple options, try-on styles virtually, and place an in-store pickup to get a perfect size fit. Or, they can scan products in physical stores to instantly check online reviews and user images before making a purchase.

Omni-Channel 195

Omni-Channel Customer Experience Net Promoter Score Effort Score 195

AWS Machine Learning

JULY 31, 2024

Incrementally displaying the output allows for a more natural and responsive user experience. Furthermore, the decision to halt or continue the generation process based on the guardrail assessment needs to be made in real time, which can impact the responsiveness and user experience of the application.

Policies 114

Policies Guidelines Banking Knowledge Base 114

Forrester's Customer Insights

AUGUST 12, 2020

For over a decade, Forrester has conducted an annual review of banks’ mobile apps. My colleague Gina Bhawalkar and I recently published our most recent research, in which we evaluated and scored the mobile banking experiences on more than a dozen banking brands’ apps across the US and Canada.

Banking 47

Banking Brands User Experience Measurement 47

ShepHyken

MARCH 22, 2019

who argues that digital transformation is bringing customer experience to an entirely different level. This week we feature an article by John Boccuzzi Jr. Shep Hyken. Lowe’s, for example, is using artificial intelligence to track in-store inventory, and “Lowebots” are helping customers navigate the store and tracking items for restocking.

Customer Experience 114

Customer Experience User Experience Customers Technology 114