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Tag: customer experience


Capital and Risk, Operational

4 Keys Banks Need to Unlock Value From Artificial Intelligence

November 15, 2022

Via: Bank Director

Banks of all sizes are tuning up their technology to better compete for customer loyalty by focusing on areas involving consumer interactions. But bank leaders need to understand that artificial intelligence, or AI, alone can’t revolutionize the customer experience. In […]


Capital and Risk, Channels, Operational

Five open banking trends that are paving the way for a new financial experience

February 21, 2022

Via: FinTech Futures

Open banking empowers individuals to benefit from their financial data through a simple, secure connection they permission from their banks to their favorite financial app. Fintech services powered by open banking data are gaining adoption across the banking and financial […]


Channels

Open banking – a new stage in financial inclusion

January 19, 2022

Via: FinTech Futures

While in some parts of the world banks and clients form long-term relationships which persist even over generations, there are still a lot of people out there fitting under the qualificatives of “unbanked”, “underbanked”, and “underserved”. Financial exclusion doesn’t affect […]


Activity, Channels, Retail Banking

The year ahead: Enhanced digitisation and the evolution of payments

January 3, 2022

Via: FinTech Futures

During the pandemic—when brick-and-mortars shut their doors and consumers flocked to the internet and their mobile devices for basic services—the digitisation of commerce and specifically the payments industry went into overdrive, making a half-decade of progress in a year’s time. […]


Activity, Capital and Risk, Operational, Retail Banking

Reimagining customer experience in financial services

August 17, 2021

Via: FinTech Futures

Many financial institutes are hundreds of years old, and with that comes legacy systems and ingrained cultures that aren’t easy to change. Yet, as customer expectations shifted, banks and financial services companies had to totally rethink how they serve customers […]


Capital and Risk, Operational

Banks and bad actors: the race to digitally adapt

December 24, 2020

Via: FinTech Futures

Firms must start building on the lessons learned during the initial crisis if they are to survive the second wave, meaning customer experience and fraud should be working hand in hand right now for banking leaders. As an industry, banking […]


Retail Banking

7 ways banks and financial services firms can rise to the continued challenge of the global pandemic

October 12, 2020

Via: Bank Innovation

While bank branches and offices of financial institutions have remained closed or operating at reduced capacity, organizations in such an essential industry have had to find pathways to serving more customers through their contact centers. These contact centers are continuously […]


Activity, Insurance

The Future of Insurance Industry Will Not Be Decided by Insurtechs Alone

August 6, 2020

Via: Insurance Journal

Insurtech was once the Wild West of the insurance industry. Many of insurtech’s early players came from outside insurance after observing the industry struggle to deliver what was, in their view, a competitive customer experience. Led by ambitious entrepreneurs from […]


Retail Banking

10 Customer Experience Trends That will Impact Digital Banking in 2020

December 19, 2019

Via: Finextra

#1 The banking monopoly is crushed forever: admit or quit In the digital age, in which almost everyone is able to build an app, banks are losing their power over customers. The monopoly of banking is disrupted by global banking […]


Retail Banking

Banking sector urged to improve customer experience for disabled people

November 12, 2019

Via: Finextra

The research has prompted calls for businesses and organisations to rethink how they target disabled consumers and their families, whose spending power – the so-called Purple Pound – is estimated to be £249 billion every year. 75% of disabled people […]


Retail Banking

How to Deliver a Full Customer Experience Over Mobile Banking

August 21, 2019

Via: Bank Director

With most banking activity taking place on mobile, banks must innovate in order to deliver the full customer experience straight to customers’ fingertips. With more people using their phones to access banking services, banks cannot afford to miss out on […]


Activity, Insurance

The Bad News About High Auto Insurance Customer Satisfaction

December 10, 2018

Via: Insurance Journal

Record high customer satisfaction among auto insurance customers is clearly good news for customers, especially at a time when their overall customer experience is being tested by the rising cost of auto insurance. For insurers, on the other hand, record […]


Channels, Retail Banking

What Your Bank Can Learn From McDonald’s

November 29, 2018

Via: Bank Director

It’s noon. You’re halfway through your road trip, miles of highway behind you and your stomach tells you its lunchtime. Your passenger asks Siri for directions to the nearest McDonald’s. From the restaurant’s mobile app, he orders two No. 3 […]


Retail Banking

Millennials & Wallets, What banks can learn from the digitally engaged generation about mobile wallets

June 28, 2016

Via: Bank Innovation

Bank customer acquisition and retention strategies are at the core of the latest report by Project Catalyst. The millennial and mobile wallet study gathers perceptions, behaviors, and attitudes of this cohort, which represents 75.3 million people born from 1982 to 2000. […]