Quantcast
Channel: Financial Services – Genesys Blog
Browsing all 18 articles
Browse latest View live

6 Tips to Make Your Mobile Marketing Strategies Work

For companies seeking to build stronger, more profitable consumer relationships at scale, Mobile Marketing is fast becoming a proven tool.  We recently commissioned Luth Research, a research partner of...

View Article



Not Just Text, a Conversation for Collections

Modern life is filled with tasks competing for our attention and consideration. Text messaging provides a way to have a dialogue that more easily fits into our active and connected lifestyles.  A quick...

View Article

Smart Customer Outreach is the New Rich

The opportunity to provide a better customer experience is there, but is your company taking advantage of it? This is the first blog post of a three-part series in which we will address how businesses...

View Article

How Outbound Can Improve the Customer Lifecycle

Proactive outbound communications technology has already proven to enhance the customer experience, but how does it affect the customer lifecycle from start to end? This is the second post in a...

View Article

Are you ready for the Touch Point Explosion?

In my previous blog ‘Are you still obsessed with Queue Time?’ I discussed the change the customer service industry is making towards customer-oriented metrics like NPS and CES instead of the self...

View Article


Time is of the Essence: 5 Ways Fraud Alerts Protect Customers and Banks

With the holiday shopping season upon us, yes even in September, credit and debit card transactions will begin to rise both in store and online.  As the number of sales transactions increases, so does...

View Article

Investing In Your IVR Pays Off For Financial Services

When it comes to growing a portfolio, financial service organizations understand that making investments can be risky, but profitable.  But, when it comes to investing in technology and processes to...

View Article

Cross-Channel Banking: Are You Keeping Up With Your Customers? [Webinar]

Not only are customers engaging banks through different channels (mobile, online, phone, in-person), they are also switching between channels and devices when completing even a single transaction....

View Article


Three Reasons Why Multi-Channel Is Just Not Good Enough

Is your contact center multi-channel? I bet it is. The number of companies who handle just one channel are close to extinction. Recent research reveals that over 70% of customers in developed &...

View Article


PCI DSS Compliance and Call Recording

A couple of weeks ago, Aberdeen Group’s Omar Minkara wrote about the risks of call recording in the contact center, offering tips to help ensure PCI DSS (Payment Card Industry Data Security Standard)...

View Article

Digital Channels Not Enough for Great CX in Banking

Surprisingly enough, a bank’s digital presence alone cannot ensure great customer care, that according to a recent study by CEB TowerGroup. While digital transactions through a financial institution’s...

View Article

Get Ready for Holidaypalooza: 12 Retail CX Blogs

The holiday season is upon us! No matter where you are in the world, the next few weeks are the biggest retail opportunity of the year to connect with customers and drive sales as the year comes to a...

View Article

Improving the Online Customer Experience in Insurance

Insurers are ranking almost dead last in customer satisfaction with the online customer experience, lagging behind banks and government, which are not typically known for their groundbreaking service....

View Article


Intelligent IVR: A True Financial Services Chameleon

Here’s an understatement if there ever was one: the financial services industry is big. In fact, it’s so big it touches virtually every US citizen at least once and in many cases, multiple times...

View Article

Bankers Explore What Customer Loyalty Means in the Digital Era

The critical conversation of how to foster customer loyalty will be the focus of the upcoming CEB Financial Services Technology Summit April 20-22 in Boston.  Bankers join colleagues from Starbucks to...

View Article


Retail Bankers: Embrace the Omnichannel Revolution

Gaining a truly multidimensional view of customers is a goal that has eluded many financial institutions. In fact, it historically has been viewed as out of reach. Bankers recently gathered at the...

View Article

Set the Trajectory for Incredible Banking Customer Journeys

What can a NASA rocket scientist teach bankers about customer service? An understanding that setting a trajectory is 3% of the work while the other 97% is about course correction. The demand for course...

View Article


10 Best Practices To Become a Digital By Design Bank

Whether you are changing your business to disrupt or avoid being disrupted, slamming a bunch of SMACT (Social, Mobile, Analytics, Cloud and Internet of Things) on top of your enterprise will not make...

View Article
Browsing all 18 articles
Browse latest View live


Latest Images