Tag: customer experience

January 25, 2023

Will it be tokenisation? The metaverse? A new revolutionary payment mechanism? Or something else more abstract? The opportunities are endless… but one concept dominates the retail banking world and continues to be discussed year in year out: how can banks […]

January 18, 2023

In recent years, there has been an increase in the number of job positions for chief customer experience officers across financial institutions (FI) of all sizes. Those roles were created to help an FI focus outwardly and represent the customers’ […]

November 15, 2022

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 […]

February 21, 2022

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 […]

January 19, 2022

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 […]

January 3, 2022

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. […]

August 17, 2021

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 […]

December 24, 2020

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 […]

October 12, 2020

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 […]

August 6, 2020

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 […]

December 19, 2019

#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 […]

November 12, 2019

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 […]

August 21, 2019

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 […]

December 10, 2018

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 […]

November 29, 2018

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 […]

June 28, 2016

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. […]