How Banks Can Make Omnichannel a Reality December 11, 2013Banks can start to build a seamless omnichannel experience by delivering consistent product and service recommendations across channels. Banks As Dry Cleaners December 10, 2013The defining quality of the DevOps movement can challenge the default division of labor. Customer Satisfaction With Banks on the Rise December 10, 2013Smaller banks and credit unions continue to outpace their larger competitors in customer satisfaction. BBVA Compass Offers New Accounts for Both Digital and Branch-Centric Customers November 25, 2013BBVA Compass’s new accounts aim to attract customers who favor the branch or online channels. Nationwide Building Society Boosts Mortgage Sales with Remote Expert Video Conferencing November 22, 2013Partnering with Cisco to provide video conferencing with mortgage experts has helped increase growth in the bank’s mortgage business. The Unstoppable Evolution of Loyalty November 22, 2013Big data and personalized offers are transforming the way companies reward their customers. Mobile Point of Sale: Moving Beyond Micro-Merchants November 18, 2013A European startup is introducing a new pricing model for mobile point of sale solutions aimed at attracting larger merchants. New Bank Customers are Hard to Find: Report November 18, 2013Mobile is also found to have a loyalty "halo effect," as mobile users report much higher loyalty toward their primary financial institution than non-users. Survey: Majority Of Customers Feel Undervalued By Banks November 14, 2013A survey by GMC Software Technology shows that customers want multichannel banking that is customizable to their needs and preferences. Why Compliance and Customer Experience Go Hand-in-Hand November 12, 2013Winning the compliance battle can also helps to better engage customers. Banks Should Act Like Startups When it Comes to Innovation November 07, 2013A session at BAI Retail Delivery 2013 emphasized creating new ideas and having deep customer empathy.
Mobile Banking Best Practices Highlighted at BAI November 06, 2013Some common themes emerged at a BAI discussion around the direction that many leading banks have taken in developing their mobile offerings. Better Customer Experience: It’s In The Details November 04, 2013Collaboration and determination are needed if banks are going to achieve a differentiated customer experience that truly sets them apart. Voice of the Customer Programs on the Rise October 23, 2013New research from Temkin Group finds that an overwhelming number of companies report that VoC programs deliver positive business results.
How To Get The Most Out Of Mobile Banking Apps October 22, 2013The growing importance of mobile is clear, and banks need to take steps now to maximize their mobile offerings to attract mobile-first customers. How Prepared Is Your Bank For Digital Disruption? October 21, 2013Digital transformation is going to change banks’ relationships with their customers and will require an over-arching strategy for dealing with those changes. How Prepared Is Your Bank For Digital Disruption? October 21, 2013Digital transformation is going to change banks’ relationships with their customers and will require an over-arching strategy for dealing with those changes. How to Improve Your Call Center Customer Experience Strategy October 18, 2013Banks have a great incentive to improve their customer experience, and tracking and improving call center interactions is key to that improvement. How to Turn Mobile Apps Into Customer Acquisition Centers October 14, 2013Customer acquisition isn’t cheap but banks now have the opportunity to leverage existing mobile commerce networks to access new customer bases. USAA's Greg Schwartz Keeps IT's Focus On The Customer Experience October 10, 2013At USAA, CIO Greg Schwartz leads an IT organization whose mission is to innovate on behalf of its active and retired military member customers.