CSM Magazine

DECEMBER 24, 2024

Customer retention is a critical factor in driving long-term financial growth for any business. By focusing on retaining existing customers, companies can build stronger relationships, reduce acquisition costs, and increase lifetime value. Competitive Advantage Customer retention gives businesses a strong competitive edge.

Customer Retention 52

Customer Retention Financial Competitive Advantage Loyalty 52

ECXO

MARCH 6, 2025

Linking customer experience to business value is critical to secure buy-in and maintain momentum. One approach is identifying value pools or key leverage points where better experience will yield financial returns. Such involvement breaks the barrier between company and customer, reinforcing an outside-in perspective.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

OCTOBER 24, 2024

It excels in creating personalized, data-driven email and SMS marketing campaigns that boost customer retention and drive conversions. Klaviyo integrates seamlessly with e-commerce platforms like Shopify and BigCommerce, allowing businesses to segment customers based on behavior, purchase history, and more.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

SurveySensum

DECEMBER 4, 2024

What is NPS in Banking and Other Financial Institutions? In banking, it is crucial to gauge customer satisfaction and loyalty. Now, let’s move on to the next part, where we’ll discuss why having loyal customers is such a big deal for banks and other financial services. Let’s start with the simplest one.

Banking 52

Banking NPS Financial Net Promoter Score 52

eglobalis

AUGUST 13, 2024

Background on Samsung and Apple To fully understand how Samsung and Apple differentiate in customer experience, it’s essential to delve into the backgrounds of these two industry titans. Here, we provide an overview of their corporate structures, leadership, and financial performance. Apple: Apple’s brand loyalty is legendary.

e-support 512

e-support Innovation Customer Centricity Loyalty 512

InMoment XI

JANUARY 12, 2023

Cross-selling and upselling have formed the bedrock of brand aspirations for their existing customer base for a long time now. Using these pillars allows companies to spell their programs out in financial terms, which is essential to quantifying their impact and gathering support.

Social Media 397

Social Media Tips Customers Customer Retention 397

eglobalis

OCTOBER 9, 2024

Businesses must make informed estimates based on market trends, customer needs, and data. Analise the Scalability A feature request may work well for one client, but does it have the potential to benefit your entire customer base? Feature development requires time, manpower, and financial investment.

Feedback 516

Feedback ROI Innovation B2B 516

InMoment XI

NOVEMBER 28, 2022

If it is measured based on agent data entry, it is not measuring consumer confidence that the issue was resolved and it is making that judgment likely well before the customer has experienced the solution and feels confident it is resolved. Fewer issues, fewer calls, happier customers, better financial outcomes.

Customer Experience 370

Customer Experience Call Center First Call Resolution Chatbots 370

InMoment XI

NOVEMBER 7, 2024

Of the 81% of organizations automating workflow processes, 98% report that reducing errors is a major or minor benefit of customer experience automation. Scalability Customer experience automation systems can handle high columns of interactions simultaneously.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

Kustomer

JUNE 7, 2023

The time has come for financial services organizations to move from a transactional mindset to an engaging mindset. Customers want to feel financially confident, including having trust in their financial institutions to work in their best interests, and they expect service to be streamlined and personalized.

Financial 94

Financial CRM Banking Effort Score 94

BirdEye

SEPTEMBER 8, 2023

Financial services companies, like investment firms, banks, and insurance agencies, operate in a landscape where trust and credibility are paramount. Here are five tips to help you master online reputation management in the financial services sector. Reputation management: Why is it important for financial services?

Financial 105

Financial Tips Management Social Media 105

Kustomer

SEPTEMBER 1, 2023

Successful organizations today are those that prioritize providing excellent experiences for customers. For financial services organizations in particular, building trust with customers and providing them with human-first customer service makes a significant impact in garnering loyalty and repeated use of products and services.

CRM 91

CRM Financial Chatbots Omni-Channel 91

ECXO

DECEMBER 25, 2024

CX should align with company goals: Serving customers well doesnt mean saying yes to everything. Profitability fuels sustainability: Without healthy financials, even the most customer-centric company wont last. Airbnb: Redefining Hospitality Airbnbs growth is a testament to the power of listening to customers.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Experience Investigators by 360Connext

APRIL 23, 2024

Use these ideas to inspire you to make your customer experience case for your organizational success. The Financial Impact of Customer Experience There are significant financial implications from investing in customer experience. For now, let’s help you make your case.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

NOVEMBER 26, 2024

Creating a customer journey map is a detailed process that often involves collaboration from multiple departments, so outlining what you hope to learn as a result of the customer journey map will make sure the efforts are well spent. You might have already created these as part of your customer experience strategy.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

JANUARY 11, 2018

Real-time NPS measures enable Aegon to establish operational processes to close the feedback loop across multiple touchpoints MOVING TO REALTIME NPS FEEDBACK Aegon’s purpose is to enable their customers to achieve a lifetime of financial security, by offering tailored products and services meeting the needs of their wide customer base.

NPS 186

NPS Measurement Touchpoint Financial 186

InMoment XI

NOVEMBER 18, 2024

Using behavioral data, you can improve the user experience based on actual customer behavior. Transactional Data Purchase frequency Average order value Payment methods Return rates Transactional data provides a snapshot of a customer’s financial interactions with your business.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

GetFeedback

SEPTEMBER 2, 2019

Companies are now using machine learning technology to improve customer experience and traditional institutions usually resistant to change are coming under pressure from a customer base that wants more. 1: Human Experience is Greater Than Customer Experience. Article No. Feb 25, 2019 | Steve van den Heever | TechRadar.

Net Promoter Score 210

Net Promoter Score Self Service Financial Customer Centricity 210

Uniphore

DECEMBER 21, 2021

Grew our customer base, which is now global and represents four of the top 10 global telecom companies, four of the top 10 business process outsourcers (BPOs), seven large insurers, four health payors and seven large financial organizations.

Insurance 49

Insurance Innovation Leadership Government 49

InMoment XI

JANUARY 11, 2018

Real-time NPS measures enable Aegon to establish operational processes to close the feedback loop across multiple touchpoints MOVING TO REALTIME NPS FEEDBACK Aegon’s purpose is to enable their customers to achieve a lifetime of financial security, by offering tailored products and services meeting the needs of their wide customer base.

NPS 150

NPS Measurement Touchpoint Financial 150

InMoment XI

NOVEMBER 13, 2024

This will help you better understand and serve customers. Lowering the churn rate contributes to a stronger, more loyal customer base. With insights into customer behavior, you can act faster and smarter than competitors. It provides rich insight into specific pain points. It supports long-term growth.

Customer Retention 195

Customer Retention How To Analysis ROI 195

Kerry Bodine

MAY 11, 2020

You can also compare operational, financial, and customer-feedback data from before the pandemic and with those that you’re collecting now — and look for directional changes. Surveys: As I mentioned above, surveys are a great way to validate the insights you gleaned during your interviews with a larger swath of your customer base.

Strategy 305

Strategy Customer Journeys Customer Experience Fashion 305

InMoment XI

JANUARY 12, 2024

By deciphering the nuances of customer interactions, businesses can gain valuable insights into preferences, sentiments, and pain points. This information, in turn, empowers companies to tailor their products, services, and communication strategies to meet the evolving needs of their customer base.

e-support 195

e-support Healthcare Multi-Channel Call Center 195

Customer Bliss

JUNE 8, 2020

There are also so many businesses moving online for the first time, so we’re emphasizing free education and resources to aid that transition, as well as making a lot of paid features free and discounting software for new customers. We’ll continue to assess what measures are appropriate to support our customer base over the next few months.”

Chief Customer Officer 210

Chief Customer Officer Customer Centricity Financial Culture 210

AWS Machine Learning

APRIL 18, 2023

In particular, we show how you can fine-tune the GPT-J 6B language model for financial text generation using both the JumpStart SDK and Amazon SageMaker Studio UI on a publicly available dataset of SEC filings. We use financial text from SEC filings to fine-tune a GPT-J 6B LLM for financial applications.

Financial 89

Financial Training Report Analysis 89

Lumoa

JUNE 30, 2022

Support interactions are an important part of the customer experience you’re creating, but making them the main thing can hurt you. It creates one main challenge: Are the insights you gain from tickets representative of your customer base? How to sell customer experience across your organisation.

Customer Experience 259

Customer Experience How To Metrics Feedback 259

InMoment XI

JULY 7, 2022

In addition, a company with strong leadership, good financial performance, and excellent innovation will also have brand quality—ultimately creating more brand equity. Customer Preference. Customers have preferences of brands they buy from, and that can come into play with your brand equity. Great Impact as a Company.

Brands 369

Brands How To ROI Social Media 369

Lumoa

FEBRUARY 7, 2023

Helsinki, 31 January 2023 The UK-based retail and commercial bank Shawbrook has selected Lumoa to help them manage and analyze feedback from their customers. We have lots of customer insights across different communications channels right across the organisation”, says Jim Brown, Customer Director at Shawbrook.

Banking 195

Banking Feedback Management Culture 195

AWS Machine Learning

JULY 18, 2024

Small business proprietors tend to prioritize the operational aspects of their enterprises over administrative tasks, such as maintaining financial records and accounting. Solution overview The AccountantAI chatbot provides small business owners with accurate and relevant financial accounting advice in a secure manner.

Chatbots 136

Chatbots Financial Effort Score Guidelines 136

Kustomer

JUNE 8, 2023

Successful organizations today are those that prioritize providing excellent experiences for customers. For financial services organizations in particular, building trust with customers and providing them with human-first customer service makes a significant impact in garnering loyalty and repeated use of products and services.

CRM 63

CRM Financial Chatbots Omni-Channel 63

Very Best Service

FEBRUARY 8, 2025

This article delves into industries particularly well-suited for social customer service, exploring the reasons behind their success and highlighting best practices that set the standard. This direct line of communication allows for personalized interactions, making customers feel valued and heard.

Industry 52

Industry Customer Service Social Media Healthcare 52

ECXO

JUNE 11, 2023

This has again resulted in improved customer satisfaction and increased loyalty. BBVA – Spanish multinational banking group BBVA has implemented a mobile app that provides personalised financial advice, easy account management, and digital payment options. Higher sales and a more loyal customer base. The result?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

AWS Machine Learning

FEBRUARY 10, 2025

Background Appian , an AWS Partner with competencies in financial services, healthcare, and life sciences, is a leading provider of low-code automation software to streamline and optimize complex business processes for enterprises. Financial services : A financial service company received over 1,000 loosely structured emails about trades.

Financial 73

Financial Software Analysis Innovation 73

CSM Magazine

OCTOBER 30, 2024

Providing top-notch customer service often requires significant resources and financial investment. Whether you’re looking to expand your team, improve training programs, or invest in new technologies, securing the right funding is crucial for scaling your customer service operations. Quick access to funds.

Customer Service 52

Customer Service Government Competitive Advantage Financial 52

Uniphore

NOVEMBER 17, 2021

As part of this hypergrowth phase, Uniphore has also expanded its customer base to more than 100 large enterprise organizations, including some of the world’s largest BPOs, telecom providers, insurance companies and financial service organizations.

Technology 246

Technology Telecommunications Company Innovation 246

ShepHyken

DECEMBER 29, 2024

New CX Index Report: Data Reveals Personalization and Integrity Are the New Imperatives for Customer Loyalty in Retail, Financial Services, and Telecoms by Fabrizio Trotti (Technology Reseller News) Today, customer experience (CX) is no longer just a differentiator; its the foundation of customer loyalty and long-term business growth.

Customer Service 75

Customer Service Self Service Connections Social Media 75

CSM Magazine

OCTOBER 29, 2024

One such example is the accounting standard ASC 842 , which requires businesses to record lease liabilities and assets on their balance sheets, enhancing financial transparency. Prior to this, businesses could record leases as off-balance sheet items, which sometimes obscured a company’s financial obligations.

Measurement 52

Measurement Customer Service Hotels Policies 52