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 ArticleNot 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 ArticleSmart 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 ArticleHow 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 ArticleAre 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 ArticleTime 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 ArticleInvesting 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 ArticleCross-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 ArticleThree 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 ArticlePCI 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 ArticleDigital 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 ArticleGet 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 ArticleImproving 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 ArticleIntelligent 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 ArticleBankers 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 ArticleRetail 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 ArticleSet 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 Article10 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...
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