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3 min read
How to improve the experience along the banking customer journey
Customer journeys in banking can be difficult to follow, especially in the quickly changing landscape of retail banking. But staying close to the customer at every stage of the customer journey is key to driving business and keeping customers satisfied. In a previous blog post I talked about custome...
2 min read
Customer experience trends in retail banking
You can find out many things about customer experience in retail banking, when you talk to clients in the banking sector on a daily basis like I do. I am often asked to share observations regarding customer experience trends. We operate in 120 countries and things may be different depending on the p...
2 min read
Reducing Long Waiting Time: Tips
How to reduce waiting time is an essential question among managers, especially since long waiting times in businesses lead to poor experiences among visitors and an unhealthy work environment. There are many ways to solve this problem. In the following, I will highlight the importance of streamlinin...
3 min read
What is linear queuing?
In this blog post we’ll discuss the oldest and most common way to manage queues and waiting – Linear Queuing. But what does it exactly stand for, and how does it differentiate compared to other types of queuing principles? Learn all about the important factors when designing a linear queue, the bene...
1 min read
CX vs. UX – isn't it all just about the experience?
Sometimes the jargon gets a little confusing. Here we take a look at the relationship between Customer Experience and User experience. Customer experience, or CX, is the complete set of interactions people have with your organization, offline as well as online. Managing CX means that your team ensur...
1 min read
A word to the wise
Voice-controlled virtual assistants are gaining ground and will soon become integrated into many service situations. Maybe it will become the universal way of getting things done. Maybe not. It's been more than six years since Apple introduced Siri and voice became one more way to interact with tech...
2 min read
When less is more - why the best strategy in CX is about behavior quality
I do dumb stuff sometimes! And so do you. Even when there are better alternatives available. It’s a weird, irrational and deeply human behavior that I think we need to study more. Studying “the dumb stuff that people do” is what got Richard Thaler a Nobel Prize last year according to his own descrip...
2 min read
Fed up with queuing? You won’t have to wait more than seven minutes here
New passport within the hour. Take a queue ticket and get married. Stay in your car and get drive-in service. In Georgia’s capital Tbilisi, the 14,000 people who visit Public Service Hall every day wait no more than seven minutes to get their business dealt with by 400 operators working at maximum e...