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

CloudCherry

SEPTEMBER 19, 2018

Social media, online reviews, product ratings—these platforms have transformed into the customer’s soapbox, empowering them to speak freely about a brand’s strengths and faults. Here’s Why Measuring the Financial Returns of CEM Is a Necessity. That being said, proving CX’s financial gains can be difficult to do.

ROI 256

ROI Financial CEM Metrics 256

Retently

AUGUST 29, 2022

One of the most common questions we receive, as an NPS®-focused software business, is how Net Promoter Score® differs from the type of data you can extract by studying people’s reactions on social media platforms like Facebook, Twitter and Instagram. This is an easy question to answer, although one that’s best tackled in detail.

Social Media 155

Social Media NPS Net Promoter Score Marketing 155

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. This is why it’s so important for financial institutions to know the trends and expectations their existing and potential customers have regarding the customer experience.

Financial 245

Financial Trends Self Service Customer Experience 245

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

eglobalis

JANUARY 20, 2025

The stakes in B2B are high, often involving multi-year contracts, renewals, intricate supply chains if not technology or cloud-based solutions, and significant recurring financial investment. This creates a unique dynamic where loyalty cannot be assumedit must be earned and continuously nurtured.

B2B 421

B2B Loyalty Loyalty Programs Innovation 421

InMoment XI

OCTOBER 24, 2024

They integrate with apps, websites, and social media to provide a consistent customer experience across all channels. Sprinklr Sprinklr is a customer experience management platform specializing in social media, emails, and messaging apps.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

CloudCherry

SEPTEMBER 19, 2018

Social media, online reviews, product ratings—these platforms have transformed into the customer’s soapbox, empowering them to speak freely about a brand’s strengths and faults. Here’s Why Measuring the Financial Returns of CEM Is a Necessity. That being said, proving CX’s financial gains can be difficult to do.

ROI 225

ROI Financial CEM Metrics 225

Comm100

APRIL 9, 2021

With these retail-based, transactional services now setting the bar for customer experience, financial institutions are no longer just competing with others in their industry – they’re being compared to every digital experience that their client has ever had. This makes live chat for financial institutions an absolute must.

Banking 235

Banking Financial Data Wait Times 235

InMoment XI

NOVEMBER 18, 2024

Did you know that social media is the number one discovery channel for products? 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

InMoment XI

JANUARY 22, 2024

The financial sector is at the forefront of a significant transformation, driven largely by the buzzword of the decade: artificial intelligence. AI’s ability to analyze and interpret vast data sets is redefining how financial institutions interact with their customers, offering more personalized, efficient, and secure services.

Banking 195

Banking Financial Social Media Chatbots 195

eglobalis

NOVEMBER 3, 2024

Deloitte ’s research supports this need for alignment, showing that when companies connect CX metrics to financial performance, they gain a clear view of CX impact and justify continued investment. These insights help Vodafone refine its services continuously, ensuring each client receives value beyond initial expectations.

B2B 515

B2B Culture Innovation Loyalty 515

Experience Investigators by 360Connext

MARCH 11, 2025

Brian has a proven track record of driving financial and operational success. ” Healthcare professionals perform life-saving, transformative work every day, often in difficult circumstances. At VUMC, he enhanced the patient experience percentile rank and developed programs to boost workforce culture and patient engagement.

Healthcare 143

Healthcare Social Media Culture Groups 143

InMoment XI

DECEMBER 18, 2024

It ingests feedback from email, social media, and chat and integrates it with customer relationship management (CRM) data. Mishandling sensitive customer data can have legal and financial consequences. The retailer was collecting healthy volumes of feedback through channels such as email, call center logs, and social media.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

InMoment XI

OCTOBER 17, 2024

Customers discover your business through various channels, from their colleagues to social media posts. Customer Feedback Questionnaire for Banks and Financial Services How would you rate your satisfaction with the process of applying for our banking services? Here are a few questions for inspiration: 13.

Feedback 195

Feedback Effort Score Survey Customers 195

ECXO

DECEMBER 25, 2024

Profitability fuels sustainability: Without healthy financials, even the most customer-centric company wont last. Actively Collect and Leverage Customer Feedback What to Do: Use surveys, social media listening, customer reviews, and even interviews to gather insights. in-store, online, mobile apps, and social media).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

DECEMBER 22, 2022

In this stage, you have the opportunity to set up a strong foundation for your program; a strategy that aligns with the overall business values, financial objectives, and brand promises. Step #1: Design Your Program. Step #3: Understand Your Customer Data. The result? Signing a digital agreement is now table stakes for most companies.

Voice of Customer 418

Voice of Customer Examples Strategy Net Promoter Score 418

Experience Investigators by 360Connext

DECEMBER 10, 2024

Connect financial outcomes directly with feedback and actions whenever possible. Use actual quotes from customers who called for support, verbatim quotes from open-ended questions, social media feedback, and descriptions of the customer experience from your frontline workers. View the Course on LinkedIn Learning

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

BirdEye

JANUARY 17, 2024

Juggling multiple social media profiles across various locations is no small feat — it’s a make-or-break task for your brand’s online presence. Social media approval workflows are like your brand’s lifejacket — they help you stay afloat even when navigating choppy waters. Watch the Free Demo Now.

Social Media 109

Social Media Multi-Channel Software Feedback 109

InMoment XI

DECEMBER 13, 2021

After journey mapping and capturing customer insights, InMoment supplements that data with financial, operational, employee, social media, etc. Modern market research combines marketing science and research consultancy to make the most out of data.

Analytics 370

Analytics Data Marketing Customer Journeys 370

InMoment XI

OCTOBER 19, 2021

In addition to that, we tend to look at survey results in isolation, and then look at things like financial results, churn reporting, or customer complaints data, in isolation as well. We have agents on the phone, email, live chat, and social media messaging. It’s an amazing source of customer feedback.

Analytics 370

Analytics Data Customer Experience Social Media 370

eglobalis

JUNE 27, 2024

This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Platforms like Zendesk, Freshdesk, and Intercom help manage customer support and engagement through email, chat, social media, and phone. Samsung often does that.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

InMoment XI

MARCH 21, 2022

The challenge is combining the operational, technical, financial, and even the metadata (like weather data) that is currently sitting in legacy systems or different departments, and is also aggregated with feedback data. Challenge #1: Disparate Data. Challenge 2: Figuring Out Customer Trends.

Brands 397

Brands Roadmap Strategy Social Media 397

InMoment XI

JANUARY 12, 2023

Using these pillars allows companies to spell their programs out in financial terms, which is essential to quantifying their impact and gathering support. Expanding your data repertoire to such sources as purchasing data, location-tracking data, web searches, social media, and online reviews is a must.

Social Media 397

Social Media Tips Customers Customer Retention 397

Interactions

MARCH 14, 2025

Especially in heavily regulated industries like financial services, the potential benefits of an AI-driven solution cannot outweigh compliance red flags. GenAI can output chat and social media answers that are approved by an employee and only then presented to customers. Or, are you curious how IVAs work under the hood ?

Financial 62

Financial Interaction Call Recording eBook 62

BirdEye

JULY 13, 2023

billion people are active on social media worldwide. Using social media platforms is one of the quickest ways to boost your brand’s visibility and success. That’s why it’s critical for companies to embrace social media optimization strategies. Table of contents What is social media optimization?

Social Media 98

Social Media Advertising Return on Investment Infographics 98

Kerry Bodine

APRIL 30, 2019

The short answer to the why question is that CX drives financial success. Best of all, executives could see how a customer’s experience dealing with their organization would influence their likelihood to recommend — and how that likelihood to recommend could have a direct financial impact in the form of new customers and increased sales.

Net Promoter Score 47

Net Promoter Score Customer Experience Social Media NPS 47

ECXO

JULY 29, 2024

This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Platforms like HelpCrunch, LiveAgent, and Olark help manage customer support and engagement through email, chat, social media, and phone.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

BirdEye

APRIL 13, 2023

Social media advertising has changed the marketing and advertising world by making it easier than ever for businesses to reach their target audience. With billions of active users across platforms, social media advertising offers a level playing field to reach a vast audience and build brand awareness.

Social Media 98

Social Media Advertising Video Fashion 98

InMoment XI

JULY 4, 2022

Along with that, it will also store financial and operational data from within your business. You need to be listening to social media, complaints, and your employees who are likely to understand where your paint points are. 4: Don’t Stop.

ROI 370

ROI Return on Investment Social Media Survey 370

Retently

NOVEMBER 13, 2024

Social Sharing and Community Engagement Virtual fitting rooms make shopping more interactive by enabling customers to instantly share their virtual try-ons with friends on social media. Why This Matters For retailers, the financial and reputational benefits of VFRs are significant.

Ecommerce 144

Ecommerce Retail Social Media Technology 144

InMoment XI

NOVEMBER 13, 2024

This can include CRM data, social media, call center logs, service requests, and chat messages. These sources can include CRM systems, customer feedback questionnaires , and social media. It also informs strategies that better meet customer needs, reducing their chances of choosing competitors.

Customer Retention 195

Customer Retention How To Analysis ROI 195

ECXO

MARCH 6, 2025

One approach is identifying value pools or key leverage points where better experience will yield financial returns. These tools can gather customer feedback from multiple channels (email surveys, web feedback forms, support calls, social media, etc.), to demonstrate the impact of CX on financial results.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

OCTOBER 30, 2024

They expect personalized financial advice and a smooth application process to build trust. A wider range of options also helps you attract more customers from different financial backgrounds. Clear communication and self-service tools are crucial to their satisfaction.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

Comm100

MARCH 23, 2022

As financial institutions emerge from the disruption of the pandemic, credit unions find themselves in an interesting position. Today’s financial customers demand speed and convenience through digital services, and credit unions are taking notice. Adopt social media as a wider omnichannel strategy.

Chatbots 246

Chatbots Social Media Banking Omni-Channel 246

Comm100

MARCH 9, 2022

Improve financial literacy. Poor financial literacy among consumers ultimately hurts credit unions as it can damage new memberships. A study by George Washington University shows that financial literacy is lowest among Gen Z and then improves over time across older generations.

Strategy 241

Strategy Omni-Channel e-support Financial 241

Comm100

FEBRUARY 11, 2025

Students are expected to navigate a maze of applications, financial aid paperwork, course registration, and support servicesoften with minimal guidance and maximum red tape. Financial Aid & Tuition: Fine Print and Frustration Once students are accepted, another challenge emerges: figuring out how to pay for it all. The result?

Self Service 130

Self Service Chatbots Knowledge Base Financial 130