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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
Queue management systems in banks
As people's expectation continuously increase, banks need to offer a great customer experience, both online and offline. In this article, I'll explain how you can improve the customer experience by managing your queues. Over the last decade, the nature of banking has evolved. Today, much of the trad...
2 min read
How managed service can facilitate your customer journey management
You have probably heard about managed service if you work with IT or deal with IT solutions. Why is the trend going towards more solutions on managed service, and is there a reason to consider managed service for customer journey management? General trends in managed services IT investments in manag...
2 min read
Why Your Secret to Happiness is a - Self-Service Kiosk
A recent study entitled “Valuing Time Over Money Is Associated With Greater Happiness” confirms what we have long suspected. First, when it comes down to it, people value time more than money. Second, they assign a high financial value to their time. And third, those who prioritize time over money t...
2 min read
Omnichannel Banking: The 5 Parts that You Need to Keep Your Customers
There are few industries in which customer expectations are shaping the future as much as they are in omnichannel banking. Customers know that they can expect personalized offers and want options for when/where/how they can complete their transactions. And, more importantly, they know that they have...
3 min read
Online and In Line: The Secret to Great Omnichannel Banking
In May 2015, Javelin Research reported that banking had hit an inflection point.[1] At that point, 23% of primary bank customers in the U.S. described themselves as “mobile first,” meaning that they rely primarily on mobile for checking account activities. And in general, as many bank customers turn...
2 min read
Tools that improve the quality of interactions between customers and providers
Customer experience and employee satisfaction are two sides of the same coin. Happy customers correlate to increased employee engagement and retention, customer service and sales. When employees are happier and more productive, customer satisfaction and revenue generating activities go up. This cycl...