Comm100

DECEMBER 2, 2021

In 2021, evolving customer experience trends shook up the financial services industry. As we look ahead, 2022 promises, even more changes for the financial services industry. To help cut through the noise, we’ve looked at emerging data and expert opinions to predict the CX trends that we expect to see in 2022 for financial services.

Financial 246

Financial Trends Customer Experience Omni-Channel 246

InMoment XI

NOVEMBER 4, 2024

This ensures that consumers understand the potential bias in such reviews. But for companies, the real damage can go beyond financial penalties—violations can severely erode customer trust and damage long-term brand reputation. Human nature dictates that consumers are often motivated to leave a review after an extreme experience.

Policies 195

Policies Social Media Guidelines Financial 195

Comm100

APRIL 9, 2021

If a consumer has a positive experience in one industry, they’ll expect it in another. This makes live chat for financial institutions an absolute must. So how can financial services and banking deliver the best live chat support? Today’s customer service expectations cross over industries.

Banking 222

Banking Financial Data Wait Times 222

eglobalis

AUGUST 13, 2024

Rivalry and Collaboration: How the Titans Samsung & Apple Set the New CX Standard of Excellence Introduction In the dynamic and highly competitive world of consumer electronics, two giants consistently stand out: Samsung and Apple. Here, we provide an overview of their corporate structures, leadership, and financial performance.

e-support 497

e-support Innovation Customer Centricity Loyalty 497

InMoment XI

OCTOBER 23, 2024

It’s no longer enough for banks and credit unions to simply provide financial services. Needless to say, providing a memorable customer experience in banking should be a top priority for all financial institutions. Importance of Customer Experience in Banking We are currently living through times of financial worry.

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

OCTOBER 24, 2024

Customer Engagement Platform Customer engagement platforms, however, are external and focus on the interaction between customers and consumers. The Importance of Customer Engagement Platforms Today, 70% of consumers expect a response from a customer service team within the same day.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

eglobalis

MARCH 13, 2025

Research shows that improving B2B customer experiences can significantly boost financial performance for instance, companies that excel in CX see reduced churn and higher win rates on deals. Todays B2B buyers expect seamless, personalized experiences on par with their B2C consumer experiences.

Leadership 229

Leadership B2B B2C Effort Score 229

InMoment XI

NOVEMBER 8, 2023

The Australian financial services industry operates in a tightly regulated environment, with a myriad of compliance obligations that must be met. RG 271 specifies that financial firms, including AFSLs, must have a fully functional internal dispute resolution (IDR) system in place.

Voice of Customer 195

Voice of Customer Financial Customer Centricity Guidelines 195

Lumoa

MARCH 3, 2023

The past few years have witnessed a substantial increase in attention and investment in customer experience (CX) across various industries, including the financial services sector. But some important questions arise: How relevant is CX to modern financial services? The post Why are We Still Talking About CX in Financial Services?

Financial 195

Financial Metrics Loyalty Customer Service Representative 195

CSM Magazine

NOVEMBER 14, 2024

In financial services, customer service isn’t just about addressing concerns; it’s about building lasting relationships. How exactly are they reshaping the customer experience for financial institutions and direct lenders? They keep customers informed about their financial activities instantaneously.

Financial 52

Financial Customer Service Banking Chatbots 52

InMoment XI

NOVEMBER 28, 2022

The other reality is that consumers want to interact with a live person. According to CDP.com, 64% of consumers say access to live people would significantly improve customer experience. This is a financially driven, inside-out view of customer support and not an outside-in, customer-centric approach. .

Customer Experience 370

Customer Experience Call Center First Call Resolution Chatbots 370

ECXO

MARCH 6, 2025

One approach is identifying value pools or key leverage points where better experience will yield financial returns. to demonstrate the impact of CX on financial results. During the program, continue to update leadership on how CX metrics correlate with financial metrics. A well-executed UX/UI can be a competitive advantage.

B2B 330

B2B Customer Journeys How To Effort Score 330

InMoment XI

OCTOBER 17, 2024

While open-text questions provide rich data, analyzing them can be time-consuming. Finding the best way to present a questionnaire that’s both user-friendly and efficient can also be time-consuming. How satisfied are you with the clarity and transparency of our financial products/services?

Feedback 195

Feedback Effort Score Survey Customers 195

InMoment XI

DECEMBER 17, 2024

Look for Someone Who Understands the Customer Whoever you choose as your customer experience manager should have a strong understanding of the modern consumer and the experiences they are looking to have. Using the right tools, you can gauge the financial impact that a successful customer experience program is having on your business.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

CSM Magazine

FEBRUARY 3, 2025

Financial planning can feel overwhelming for small business owners. Thats where integrated financial planning platforms come in. What Is an Integrated Financial Planning Platform? An integrated financial planning platform is a centralized tool that combines multiple financial functions in one space.

Financial 52

Financial Report System Tools 52

InMoment XI

OCTOBER 30, 2024

They expect personalized financial advice and a smooth application process to build trust. McKinsey & Company ) Virtual assistants are in use by only 16% of insurers, but 38% of consumers find value in AI-based communication. A wider range of options also helps you attract more customers from different financial backgrounds.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

InMoment XI

JULY 20, 2022

1: The Future Role of Consumer Trust. In some industries, such as financial services, trust has particular importance, especially concerning brand image and optimized relationships. In today’s post InMoment EX and EX-CX linkage expert Michael Lowenstein is sharing his thought-leading insights on just those subjects. Learn more! #9:

Brands 370

Brands B2C B2B Financial 370

2020 Research

JANUARY 24, 2025

Key Takeaways Modern consumers are favoring stability, practicality, and self-care over extravagance, seeking routine, comfort, and dependability. This shift provides businesses with the chance to connect on a deeper level with consumers by embracing clarity in messaging, simplicity in processes, and empathy for their audience.

Consumers 59

Consumers Case Study Connections Loyalty 59

AWS Machine Learning

NOVEMBER 22, 2024

We dive into a real-world use case from the financial services industry, where effective marketing campaigns are crucial for acquiring and retaining customers, as well as cross-selling products. This approach was not only time-consuming but also prone to errors and difficult to scale.

Government 100

Government Data Banking Policies 100

InMoment XI

JANUARY 18, 2022

InMoment’s Strategic Insights Team collected data from both consumers and employees of brands across North America from 11 different industries including retail, financial services, entertainment, grocery, healthcare, hospitality, insurance, restaurants, and more. About the 2022 Experience Trends Report.

Trends 370

Trends Measurement Customer Experience Entertainment 370

Blueshift

DECEMBER 22, 2024

This is where AI-powered predictive audiences can transform the landscape of financial services marketing in 2025. By analyzing past consumer behaviors, AI can predict future actions, create dynamic segments, and deliver personalized offers, enabling smarter, more targeted campaigns.

Financial 52

Financial Marketing Advertising Consumers 52

AWS Machine Learning

JUNE 18, 2024

It examines how AI can optimize financial workflow processes by automatically summarizing documents, extracting data, and categorizing information from email attachments. Because mistakes are unavoidable in manual processes and double-checking every task can be expensive and time-consuming, variability is introduced into workflows.

Financial 123

Financial Effort Score Innovation Data 123

Retently

NOVEMBER 13, 2024

Why it Matters: According to McKinsey , 71% of consumers expect personalized experiences , and 76% feel frustrated when brands don’t deliver. According to the Retail Perceptions Report, 40% of consumers would even pay more for products they could experience through augmented reality , showing the high demand for immersive shopping options.

Ecommerce 144

Ecommerce Retail Social Media Technology 144

Lumoa

SEPTEMBER 30, 2022

It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. That said, there are a huge number of factors that influence the customer experience or CX of your financial institutions. Balancing Digitalization for Better Financial Relationships. Real-Time Everything.

Banking 221

Banking Customer Experience Self Service Financial 221

InMoment XI

NOVEMBER 26, 2024

However, to combat this, you need to understand the end-to-end customer experience and be prepared for every path a consumer might take to become a customer or that a current customer might take when using your products or services. This often stems from poor internal communication, outdated technology, or inefficient processes.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

NOVEMBER 18, 2024

Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. Knowing these consumer behaviors and how they relate to your business can significantly impact your overall business performance. Consumer Trends Report. ( [link] ). References HubSpot.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

MARCH 21, 2022

With that being said, Graham Tutton, InMoment’s Global Head of Consumer Products, has put some thoughts together around some of the biggest challenges facing the utilities sector, and what customer experience leaders can do about these for our latest webinar. But here at InMoment, we don’t like to merely dwell on obstacles and complexities.

Brands 397

Brands Roadmap Strategy Social Media 397

AWS Machine Learning

APRIL 17, 2024

Filter out noise and irrelevant entities (for example, generic terms such as “consumers”) using Amazon Bedrock. To generate fictional news, the user chooses Generate Sample News to generate 10 sample financial news articles with random content to be fed into the news ingestion process. Consolidate all extracted information.

Financial 135

Financial Connections Data Report 135

Comm100

MARCH 9, 2022

As consumers move further online and competition becomes fiercer, improving credit union member engagement should be at the top of every priority list – and it all starts with the credit union member experience. . Improve financial literacy. Credit union member engagement is fundamental, and it’s not hard to see why.

Strategy 235

Strategy Omni-Channel e-support Financial 235

InMoment XI

DECEMBER 18, 2024

Key features to look for include: Text and Speech Analytics Understanding customer sentiment is essential, but doing so manually is time-consuming. Mishandling sensitive customer data can have legal and financial consequences. It leverages AI, automation workflows, and customer data to optimize contact centers.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

InMoment XI

OCTOBER 25, 2024

This is because platforms like Facebook and Instagram host a ton of content from influencers and regular consumers alike. Everyone’s a Critic: 49M Consumers Recently Posted Online Restaurant Reviews ( [link] ). Restaurant Consumer Trends Report ( [link] ). Try the ROI calculator below and see the impact for yourself!

Feedback 195

Feedback Management Social Media ROI 195

AWS Machine Learning

SEPTEMBER 19, 2023

Multi-modal data is a valuable component of the financial industry, encompassing market, economic, customer, news and social media, and risk data. Financial organizations generate, collect, and use this data to gain insights into financial operations, make better decisions, and improve performance.

Financial 133

Financial Multi-Channel Marketing Analysis 133

eglobalis

MARCH 4, 2025

In banking, AI-powered virtual assistants such as Kasistos KAI handle financial inquiries, fraud detection, and account management. As AI continues evolving, businesses must align AI-driven customer engagement with organizational goals and consumer expectations.

Self Service 198

Self Service Strategy Contact Center Virtual Agent 198

Experience Matters

MARCH 8, 2019

I examined the overall TWBI, as well as the three elements that make up the index—the percentage of consumers who agree that they are: Typically happy Healthy Financially Secure As you can see in the charts below: Young females have the lowest level of well-being.

Financial 251

Financial Consumers Customer Experience Customers 251

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. The financial impact of CX can be highlighted in the potential revenue growth it offers.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Optimove

DECEMBER 21, 2023

Re-engage your churned customers with this guide Download Now Why it Matters: Marketing fatigue happens when consumers feel overwhelmed by generic and irrelevant messages. Key takeaways: Consumers are subjected to marketing fatigue across industries. This post highlights Optimove 2023 surveys of more than 2,000 consumers.

Consumers 111

Consumers Survey Brands Marketing 111

Uniphore

JANUARY 21, 2022

Healthcare consumers are overwhelmed and frustrated. However, compared to the broader consumer marketplace, the healthcare industry lagged in digital adoption and implementation. Compromised member trust Healthcare is an intensely personal issue, with high emotional and financial stakes.

Healthcare 246

Healthcare Self Service Virtual Agent eBook 246