Hodusoft

DECEMBER 21, 2023

Leveraging Advanced Call Center Software- Enhancing FCR in Banks and Financial Institutions Witness the evolution of the banking and financial landscape as it progresses into a new era of customer service excellence, driven by cutting-edge technology and real-time statistical insights.

Compliance 64

Compliance Customer Satisfaction Sentiment Analysis Omnichannel 64

Lightico

MARCH 19, 2024

The UK car finance industry is currently facing a significant challenge as the Financial Conduct Authority (FCA) investigates past lending practices. This meant that a salesperson could potentially earn more money by pushing loans with higher interest rates for customers, regardless of their financial situation.

Finance 52

Finance Compliance Data Entry AI 52

Lumoa

SEPTEMBER 30, 2022

It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services. . That said, there are a huge number of factors that influence the customer experience or CX of your financial institutions.

Customer Experience 94

Customer Experience Artificial Intelligence Outlook CX 94

Confirmit

JULY 7, 2017

Financial Services consumers increasingly rate the customer experience, along with the financial stability of their institution, as the most important factor in determining their degree of trust in and loyalty to their provider. Uncover opportunities to cross-sell new financial products such as mortgages and personal loans.

Contact Center 40

Contact Center Social Media Touchpoint Voice of the Customer 40

Confirmit

JULY 6, 2017

Ensuring customer expectations are met while adhering to legal guidelines challenges insurers to continuously retool and retrain the contact center workforce on both technical and interpersonal skills.

Contact Center 40

Contact Center Legal Compliance Voice of the Customer 40

Customer Think

JANUARY 23, 2022

Designed to enhance the overall customer experience, AI-powered chatbots are widely used across industries, including financial services and insurance, telecommunication, Ecommerce and healthcare. Chatbots today are experiencing tremendous growth, and this is only expected to continue.

AI 138

AI Healthcare Customer Experience Contact Center 138

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. One of the best strategies to achieve that is tracking and keeping up with emerging industry trends. What is Customer Experience in the Financial Industry?

Customer Experience 76

Customer Experience Omnichannel Social Media Touchpoint 76

Uniphore

JANUARY 26, 2022

First Name Last Name Email Address Company Name Phone Job Title By submitting your email, you agree that Uniphore may send you industry insights, service updates, and other marketing communications. And with more financial institutions offering remote service options, competition is fierce. You can unsubscribe anytime.

AI 130

AI Finance CX Technology 130

Lightico

AUGUST 31, 2023

In today’s fast-paced world, customers demand seamless experiences and effortless interactions with financial service providers. This can happen due to hidden charges, unclear pricing structures, or sudden fluctuations in costs and other services. of deposit shares.

CX 52

CX Education Customer Journey Map Innovation 52

Lumoa

MARCH 3, 2023

The past few years have witnessed a substantial increase in attention and investment in customer experience (CX) across various industries, including the financial services sector. But some important questions arise: How relevant is CX to modern financial services? Here are the main takeaways.

CX 83

CX Customer Loyalty Customer Satisfaction Engineering 83

Comm100

DECEMBER 2, 2021

In 2021, evolving customer experience trends shook up the financial services industry. Customers demanded digital services to meet their needs, and as organizations rose to the demand, these high customer expectations led to innovative new services. Omnichannel expectation. Chatbot domination.

Customer Experience 90

Customer Experience Omnichannel Machine Learning CRM 90

Aquire

NOVEMBER 17, 2021

Ready or not, the financial services industry has officially been thrust into the digital-first era. Consumers are now much less forgiving of financial institutions that continue to lag behind with their digital solutions and services. What’s changed in financial customer experience? Salesforce ).

Customer Experience 102

Customer Experience Finance CX Government 102

Lightico

SEPTEMBER 13, 2023

As the digital era unfolds, banking and financial customer journeys have grown increasingly, and unnecessarily intricate, often characterized by persistent inefficiencies. Beyond telecoms and across industries (including energy, utilities and alternative network services), customers face the unsettling phenomenon known as ‘bill shock.’

Finance 52

Finance Education CX Social Media 52

Ameyo Callversations

FEBRUARY 16, 2022

Artificial intelligence and machine learning are slowly becoming conventional territories for several industries. In today’s trend, with automation, the world of banking is slowly getting self-service oriented to cater to the needs and demands of digital-savvy customers. AI Meet FinTech Industry: Role of Chatbots.

Artificial Intelligence 98

Artificial Intelligence AI E-commerce Data Entry 98

Uniphore

JANUARY 21, 2022

Healthcare service providers that have implemented these solutions are seeing significant returns on their investments with major improvements across all key metrics, including Medicare CMS and net promoter scores (NPS). According to a Forrester survey, 17 of the largest healthcare plans have an industry average score of 70.2

Healthcare 147

Healthcare Net Promoter Score CX Artificial Intelligence 147

SurveySensum

SEPTEMBER 27, 2023

Whereas if the company’s customer service is excellent, 78% of consumers will do business with them again after a mistake. What Is a Customer Service Survey? How can Customer Service Survey Help Businesses? How can Customer Service Survey Help Businesses?

Retail 52

Retail Customer Satisfaction Customer Loyalty Customer Feedback 52

Execs In The Know

APRIL 9, 2024

Having spent the majority of my career in the customer care industry, I’ve had the opportunity to watch the continuous advancement of new and smarter technologies that improve contact center performance. Today’s customer care organizations continue to experience higher attrition rates than other industries.

Contact Center 52

Contact Center AI Technology Technology 52

Beyond Philosophy

FEBRUARY 6, 2021

Behavioral science and the scientists that use it will tell you that understanding the “why” of what customers do has become table stakes in some industries today. Here are a few key moments in the discussion: 04:09 Wilson shares what she does for the financial company with her skills. Please tell us how we are doing! .’

Social Media 193

Social Media Finance Management Consulting Customer Experience 193

Beyond Philosophy

DECEMBER 16, 2023

Qualtrics recent article, “ AI Will Revolutionize the Market Research Industry ” suggested a couple of thought-provoking stats I thought I would share: Threat or Boon? Historically, technologies swept through industries like a forceful wave, sometimes obliterating old norms while birthing new frontiers. The upshot?

Innovation 78

Innovation AI Management Consulting Education 78

CommBox

DECEMBER 6, 2023

In such an ever-evolving landscape of customer service, businesses and customer support services are continuously exploring innovative solutions to increase efficiency and streamline operations. There is very little doubt today that it revolutionizes the way companies, and customer support services interact with their customers.

Customer Service 98

Customer Service Artificial Intelligence E-commerce Customer Satisfaction 98

Uniphore

NOVEMBER 19, 2021

This can be a stressful process for delinquent customers (often experiencing financial hardship) and businesses trying to balance recovery with maintaining a positive customer relationship and brand reputation. In many cases, customers can then complete payment(s) through AI-powered self-service.

Compliance 130

Compliance AI Customer Relationship 130

Shep Hyken

NOVEMBER 12, 2021

Christan Hiscock is the CEO and co-founder of Kardia Financial Group , an organization that believes that the financial services industry should not be solely focused on dollars, but on helping people truly get to the heart of their financial goals. Where Customer Service Really Starts. All of your people.

Customer Service 91

Customer Service Start-ups Innovation Customer Loyalty 91

Steven Van Belleghem

APRIL 27, 2021

Companies of today are no longer content to stay in the ‘lane’ of their own industry. It may have started out in the mobility sector, with a ride-hailing app but as time ticks by, it keeps venturing in other mobility-segments and even other industries. This was Grab’s first step into expanding fintech services.

Customer Experience 104

Customer Experience Transportation Artificial Intelligence Government 104

Execs In The Know

APRIL 25, 2024

Then, why is it that when you interact with enterprise brands via self-service, you’re still talking to the same clunky chatbot or dialing random numbers to get through the IVR prompts? years, and very minimal progress has been made in releasing experiences for direct-to-consumer self-service. trillion by 2032. Air Canada ).

AI 52

AI CXM Engineering Business Operations 52

Uniphore

NOVEMBER 11, 2021

For the finance industry, the global pandemic was a watershed moment. Customers unable to access their branch locations increasingly took to digital channels for their customer service needs. Today, conversational AI is helping businesses capitalize on every customer interaction across every channel.

Net Promoter Score 130

Net Promoter Score Contact Center NPS Finance 130

SurveySensum

MAY 19, 2023

More than often, customers are attracted to banks that value them and offer good service. In this guide, we’re going to take a deep dive into why NPS is so important for banks and financial services, how to work it out, how to use it to get better, and more. How to use NPS in banking and financial services?

NPS 52

NPS Net Promoter Score Customer Loyalty Close the Loop 52

Hodusoft

FEBRUARY 1, 2023

Accelerating Banking Success: The Top Business Phone Systems to Consider The banking industry is constantly evolving and adapting to the ever-changing technological landscape. The use of VoIP phone systems in the banking industry is a trend that is here to stay. during the forecast period. What is a banking phone system?

Finance 52

Finance Omnichannel Social Media Artificial Intelligence 52

Lightico

JULY 26, 2023

Artificial intelligence (AI) has revolutionized various industries, including financial services and lending. Unstructured documents, such as bank statements, tax returns, and financial reports, often contain valuable information that cannot be efficiently processed through RPA rule-based approaches alone.

Artificial Intelligence 52

Artificial Intelligence Unstructured Data AI Data Entry 52

Uniphore

JANUARY 25, 2022

What was once an optional add-on service is now a staple of virtually every online purchase. Whether inspired by competitor gains or wary of the consequences of inaction, more companies will plan and budget for tech vendor services in 2022 than ever before. Tech Players Will Enter Every Industry. And it’s easy to see why.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Lumoa

DECEMBER 19, 2023

From enhancing customer support experiences to predicting market trends, AI empowers businesses across industries to make data-driven decisions that resonate with their audience. Detect liked or disliked product or service features AI for sentiment analysis is a game-changer, not just for marketers.

Sentiment Analysis 83

Sentiment Analysis AI Machine Learning Social Media 83

Logicalware

MARCH 21, 2024

In a world where AI is not just a buzzword but a business advantage, the contact centre industry is undergoing a radical transformation. It’s also a unique opportunity for you to connect with industry peers and learn directly from people facing the same challenges as you. In short, it’s a must-attend event! But that’s not all.

CX 52

CX AI Social Media Innovation 52

Shep Hyken

DECEMBER 16, 2022

This week, we feature an article by Stephen Holliday, CEO and Founder of Level , an on-demand pay platform that helps employees manage their financial well-being. This trend is concerning for those within the contact center industry, with employee retention and recruitment already at a record low. Supporting staff financially.

Contact Center 61

Contact Center Education CX Technology 61

Lumoa

OCTOBER 26, 2022

Annual Conference 2023: Operating in the New Service Nation | March, 7 | London, UK. Contact Center & Customer Services Summit | April, 24-25 | London, UK. Customer Service & Experience 2023 | June | San Diego, US. Customer Experience in Financial Services | June, 27-28 | London, UK.

Customer Experience 94

Customer Experience Contact Center Innovation CX 94

Execs In The Know

FEBRUARY 5, 2024

This seems true for the BPO industry, where technological advancements and shifting dynamics drive a parallel transformation narrative. As we step into the next 12 months, four key trends are poised to reshape the industry, each carrying the potential to propel businesses to greater heights if harnessed effectively.

Healthcare 59

Healthcare Sentiment Analysis Artificial Intelligence ML 59

Lumoa

NOVEMBER 29, 2021

As a leader, you often know what your customers think about your products and services, and where are the key improvement areas. And deciding to spend money on improving the customer experience is not easy if the financial benefits are not well understood. And yet still, acting on the customer feedback is hard. Not always, but often.

Customer Experience 103

Customer Experience NPS Text Analytics Customer Satisfaction 103

Shep Hyken

DECEMBER 9, 2022

And in today’s digital age, customer service is now more important than ever before. Second, make sure that your customer service reps are properly trained to resolve issues quickly and efficiently. It’s important to note that brand expectations can vary depending on your industry, your customer base, and other factors. .

Contact Center 108

Contact Center Sales Omnichannel CRM 108

Intercom, Inc.

OCTOBER 7, 2020

. “Support isn’t just a cost center, but a strategic investment that increases customer retention and reduces churn” Indeed, if you look at the broader financial models of customer support, you’ll see that support isn’t just a cost center, but a strategic investment that increases customer retention and reduces churn.

Manufacturing 196

Manufacturing Customer Retention Sales Engineering 196