InMoment XI

OCTOBER 25, 2024

Are diners mostly satisfied with your food quality, ambiance, and wait times? Or, maybe they have a pleasant time talking to your staff on call, but their in-person interactions end up being the opposite. It’s important to deliver a consistently positive customer experience across all touchpoints.

Feedback 195

Feedback Management Social Media ROI 195

Calabrio

MARCH 5, 2025

Typically, CX data is gathered from an array of touchpoints and can include information related to both online and offline interactions. Data Collection: Gathering Comprehensive CX Data The foundation of effective customer experience analysis lies in gathering data from a multitude of customer touchpoints.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

GetFeedback

MAY 9, 2019

When it’s developed right and optimized, any employee should be able to understand the key touchpoints in the customer’s journey and what is related to their particular role in the CX program. In order to be successful, this coalition should represent every major customer experience touchpoint across the customer journey.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

CloudCherry

JANUARY 18, 2018

–> Identify different touchpoints, be available across all these touchpoints, and start listening to members. –> Have a solid, effective and organized system that reduces member waiting time at your branch. It is one of the things that makes them unique, compared to other institutions in the financial sector.

Omni-Channel 225

Omni-Channel Touchpoint Effort Score Financial 225

CloudCherry

DECEMBER 1, 2018

How can a financial institution compete with Apple for fans? Using CloudCherry, Nymeo collects member feedback from five touchpoints: New Account Creation, Branch or Website. Across each of these touchpoints, their focus on closing the loop with members. This loyalty translates to an insanely high Net Promoter Score (NPS).

NPS 225

NPS Net Promoter Score Banking Touchpoint 225

GetFeedback

SEPTEMBER 2, 2019

Customer Experience ‘disconnect’ puts pressure on financial services to modernise. Weighed down by layers of bureaucracy and regulations, financial institutions are some of the most change-resistant industries around. Feb 25, 2019 | Steve van den Heever | TechRadar.

Net Promoter Score 210

Net Promoter Score Self Service Financial Customer Centricity 210

InMoment XI

DECEMBER 13, 2024

Modern customers interact with many touchpoints before making a purchase. One of the most crucial touchpoints in their journey is the call center. Monitoring Real-Time Performance A dashboard provides live data on aspects like call availability and agent efficiency. It highlights areas of improvement.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

Comm100

DECEMBER 10, 2024

It enables agents to respond to queries in seconds, minimizing wait times and resolving issues quickly. Deposit Frequency How often players deposit funds Provides insights into spending behavior and financial engagement. This immediate interaction keeps players engaged and reduces the frustration of long delays.

Strategy 130

Strategy Multi-Channel Loyalty Social Media 130

Comm100

NOVEMBER 28, 2022

Colleges initially were deploying this technology only in specific areas, such as financial aid, IT services or the library. With most common requests handled by automation, wait times are also reduced. For everything else, improved agent availability means that waits are lowered for complex queries too.

Trends 246

Trends Customer Service Chatbots Omni-Channel 246

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. But compiling surveys from multiple branches can be time-consuming and almost impossible without the right technology to help. 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. But compiling surveys from multiple branches can be time-consuming and almost impossible without the right technology to help. Each set of touchpoints and channels are assigned to different stages.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

Uniphore

NOVEMBER 16, 2021

Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S. Technology adoption is certainly high, but these figures show that customers still need human assistance and empathy when facing questions or issues around personal and confidential financial matters. And shift we did.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

Comm100

JANUARY 11, 2023

Voice bots that communicate with customers through digital voice and telephony channels using the latest machine learning AI to eliminate long wait times. Without automation facilitating regular touchpoints throughout the customer journey, both customers and organizations benefit. Reduced wait times and faster resolutions.

Customer Service 246

Customer Service Self Service Chatbots Return on Investment 246

CloudCherry

NOVEMBER 9, 2018

How can a financial institution compete with Apple for fans? Using CloudCherry, Nymeo collects member feedback from five touchpoints: New Account Creation, Branch or Website. Across each of these touchpoints, their focus on closing the loop with members. This loyalty translates to an insanely high Net Promoter Score (NPS).

NPS 150

NPS Net Promoter Score Banking Touchpoint 150

InteractionMetrics

JANUARY 7, 2025

By combining research, customer feedback, and organizational insights, journey mapping identifies: Key interactions (touchpoints): Moments where the customer directly engages with your company. Key Pain Points Uncovered: Long Wait Times: Customers were frustrated by delays during peak hours.

Customer Journeys 52

Customer Journeys Strategy Consulting B2B 52

Bizagi

FEBRUARY 10, 2020

It is widely acknowledged that customer experience has become the key to success in financial services. 85% of financial services professionals believe that responding to customer expectations faster is an urgent need for the business. . You have to focus on the customer to provide the best experience.

Financial 58

Financial Customer Experience Banking Net Promoter Score 58

GetFeedback

JANUARY 27, 2020

ROI: If VoC results aren’t tied to clear financial metrics or business goals, you can’t validate the impact of your program. It’s a great idea to start by mapping out your customer journey, which will help you visualize the business issues that currently impact customer touchpoints. Let’s take an example.

How To 221

How To Customer Journeys Feedback Survey 221

Horizon CX

MARCH 19, 2022

It found that only 10% of businesses see significant financial returns on their AI investments. If you get this far, enter the dreaded wait time; “Your call is important to us. Your approximate wait time is 16 minutes.” A recent study from BCG Gamma got my attention.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

InMoment XI

NOVEMBER 20, 2023

Streamlining Customer Journey AI optimizes the entire customer journey by streamlining processes and reducing friction at every touchpoint. This results in reduced wait times, faster transaction processes, and an overall more efficient and enjoyable customer journey.

Customer Experience 243

Customer Experience Strategy Chatbots e-support 243

Bizagi

SEPTEMBER 3, 2018

Did you know that 61% of financial services firms feel that they neglect the implications of systems change when trying to build engaging customer experiences? This statistic (taken from Bizagi’s research ) is concerning, especially when considering the competitive pressures in customer experience that financial services firms face.

Financial 53

Financial Customer Experience Banking Multi-Channel 53

CSM Magazine

FEBRUARY 5, 2025

AI Chatbots and Virtual Assistants Chatbots are often the first touchpoint in a hybrid contact center. Tasks such as order tracking, refund requests, or account updates are often completely handled by these virtual assistants, reducing wait times for customers.

Contact Center 52

Contact Center Chatbots e-support Social Media 52

SurveySensum

AUGUST 30, 2024

In an industry where trust is paramount and multiple products and channels, providing an exceptional customer experience that establishes trust and creates a seamless experience across all channels is crucial to retaining customers and fostering financial success. Why is CX so Important in Financial Services?

Customer Experience Management 52

Customer Experience Management Financial Self Service Strategy 52

Alida

NOVEMBER 23, 2018

For example, tackling long wait-times in call centres to achieve a 79% faster response to customer calls and a 90% drop in phone queue complaints. With an established voice of the customer, it is critical to reflect results back into the organisation and measure performance over time.

Brands 113

Brands Customer Journeys Banking Metrics 113

TechSee

DECEMBER 2, 2020

This technology can be applied at every channel and touchpoint of the customer journey, from pre-purchase through contracting and billing, onboarding , and even upsells. Incorporating remote visual assistance into day-to-day operations helps: reduce customer effort and wait time. reduce costly truck rolls and product returns.

Net Promoter Score 109

Net Promoter Score Self Service Average Handle Time Contact Center 109

Thematic

OCTOBER 30, 2024

Financial Services Financial institutions such as commercial banks and insurance companies can use voice of the customer analysis to identify process bottlenecks, gain insight into common frustrations, and design services that match customers’ preferences. This cuts down on wait times and improves call routing.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Second to None

OCTOBER 19, 2020

The people on your team interact with customers, drive your operation, and affect financial performance. Low customer satisfaction scores may be attributable to specific causes, like wait times. Your employees can tell you a lot about your organization. How is customer satisfaction related to employee engagement?

Employee Engagement 116

Employee Engagement Engagement Net Promoter Score Metrics 116

ShepHyken

OCTOBER 1, 2021

On top of that, customer service automation also reduces multiple touchpoints in the support process! . There are times (often frequently) when customers want an immediate answer to their questions. That’s one time they wouldn’t like to be sent from one customer support agent to another. Jason Grills is a Sr.

Customer Service 164

Customer Service Chatbots Knowledge Base System 164

ChurnZero

NOVEMBER 22, 2021

Customers are complaining about extended wait times and an inability to reach their CSM. To build a compelling financial case, Kristen knew she had to change her tactics and become more data driven. Calculating Regular Journey Touchpoints. Calculating One-Time Journey Touchpoints. Key Touchpoints.

Customer Success 98

Customer Success Touchpoint Analysis Customer Journeys 98

PeopleMetrics

DECEMBER 5, 2017

As a Customer Experience Manager at PeopleMetrics, I have the pleasure of working with companies across a range of industries including hospitality, financial services, telecommunications, and aviation. This final touchpoint can improve NPS and reduce churn by shifting the customer’s lasting perspective of their overall experience.

Company 117

Company Net Promoter Score Hospitality CEM 117

BirdEye

JUNE 7, 2024

Patient survey software: A dynamic tool for patient feedback Imagine a powerful tool that allows you to quickly gather in-depth feedback across all touchpoints of your patients’ healthcare journey. Patient survey software is vital in mapping this journey and gathering valuable feedback at every touchpoint.

Healthcare 64

Healthcare Software Survey Customer Journeys 64

customer sure

JANUARY 16, 2024

From the moment a customer first discovers your brand to long after their purchase, the different touchpoints they encounter will add up to the sum of their ‘experience’. According to McKinsey , businesses deemed leaders in CX enjoyed three times the financial performance of CX laggards.

Customer Experience 62

Customer Experience Customer Journeys Management Net Promoter Score 62

TechSee

DECEMBER 5, 2017

Recognizing that continuously adding quality agents simply does not add up financially, more and more companies are turning to technology in order to scale quality support. 1. Contact Centers appreciate: “Hold times are unavoidable…but Fonolo allows us to offer a positive customer experience, every time.”.

Contact Center 116

Contact Center Customer Satisfaction Self Service Technology 116

Chadwick Martin Bailey

JANUARY 4, 2019

Consumers expect frictionless experiences, so brands need to ensure their digital touchpoints are human and intuitive. Google reported a 120% increase in mobile searches for "wait times" , indicating more and more people want to know what they’re getting themselves into prior to an experience. People want things nearby and now.

Trends 63

Trends Consumers Hotels Financial 63

SurveySensum

SEPTEMBER 5, 2024

times faster than their competitors? This shift in customer experience – from being “just enough” to “wowing customers” has taken the CX industry by storm and banking and financial services are not indifferent to it. Did you know that banks that practice customer experience optimization grow 3.2 from 2021 to 2028.

Banking 52

Banking Trends Industry Customer Experience 52

BirdEye

MAY 4, 2021

By taking the right steps to ensure that patients are receiving excellent experiences across all of these touchpoints and are sharing their experiences on review sites and social media platforms, practices can gain more visibility online and attract more patients. We call this process Experience Marketing.

Healthcare 105

Healthcare Strategy Marketing Social Media 105

ShepHyken

JUNE 8, 2023

A confusing checkout process or lack of personalization can be just as hindering to your customer as long customer service wait times or unresponsive mobile websites. It’s much easier to sell to existing customers than new customers, so keeping loyal customers happy with great brand experiences is critical for your financial stability.

Customer Experience 62

Customer Experience Ecommerce Financial Tips 62

Thematic

MARCH 26, 2025

So, if a business notices that 15% of customer complaints over the last 30 days mention long wait times for support—this suggests a real operational issue. Strong feedback loops for customer experience help businesses refine their offerings and enhance satisfaction at every touchpoint. Customers leave.

Feedback 62

Feedback Social Media Analysis Survey 62