West Monroe

FEBRUARY 18, 2024

While today’s rapidly evolving financial landscape has banks focusing on numerous priorities, consumer lending is experiencing significant shifts that demand immediate attention to manage current expenses and position for future growth.

Consumers 52

Consumers Technology Banking Financial 52

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Two thoughts come to mind: Customer experience can be tied to three areas of specific, tangible returns on investment. Customer referrals lead to immediate returns. Even organizations with running CX programs are often wondering how those efforts are paying off. So… Is customer experience worth it?

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Lumoa

JULY 10, 2018

Insightful analytics is possible with the modern technologies such as machine-learning-based text analytics. In banking, customers are seven times more likely to increase their deposits and twice as likely to open an additional account if they rate a bank as excellent rather than average.

ROI 113

ROI Customer Experience Financial NPS 113

Bizagi

JULY 8, 2020

In this article, we’ll talk about a few of the ways that technology leaders can prepare for the inevitable economic challenges and possible economic downturn ahead. Customer expectations have risen exponentially in the past few years as consumers become used to technology providing instantaneous feedback.

Technology 52

Technology Net Promoter Score E Commerce Financial 52

West Monroe

MAY 26, 2017

So how do banks – particularly mid-sized, regional banks – compete in this market? Our dialogue centered around four key areas banks and merchants must consider when creating a winning payments program strategy: a compelling value proposition, a differentiated customer experience, breadth of customer base, and innovation.

Banking 40

Banking Travel Innovation Return on Investment 40

BirdEye

MAY 11, 2023

Related read: Review response SEO: The direct impact of responding to reviews Master local SEO House hunting has become easier than before thanks to technology. Return on investment (ROI) Return on investment (ROI) denotes the value an investment provides. is crucial for mortgage lead generation.

2023 98

2023 Social Media Webinar Return on Investment 98

Lumoa

NOVEMBER 29, 2021

Insightful analytics is possible with modern technologies such as Lumoa that have machine-learning-based text analytics. In banking, customers are seven times more likely to increase their deposits and twice as likely to open an additional account if they rate a bank as excellent rather than average.

ROI 97

ROI Customer Experience NPS Financial 97

ShepHyken

DECEMBER 25, 2020

From customized automobiles to personalized phones to technology that adapts itself according to our choices, personalization seems to be the name of the game. Investing in new technology can require large amounts of capital and may not yield proportionate return on investments. Be Smart with Your Smart Technology.

E Commerce 67

E Commerce Return on Investment Customers Call Center 67

West Monroe

APRIL 9, 2024

While this impacts lower net interest margins, it fuels competition against traditional banks and highlights the differing profit pressures that credit unions face. For credit unions, this presents an opportunity to continue offering high deposit rates and more expansive member benefits, further differentiating themselves from banks.

Banking 52

Banking 2024 Financial Consumers 52

West Monroe

APRIL 9, 2024

While this impacts lower net interest margins, it fuels competition against traditional banks and highlights the differing profit pressures that credit unions face. For credit unions, this presents an opportunity to continue offering high deposit rates and more expansive member benefits, further differentiating themselves from banks.

Banking 52

Banking 2024 Financial Consumers 52

Comm100

AUGUST 8, 2022

While many aspects of providing excellent customer service have held true over decades, the reality is that customer expectations have grown and shifted with technology. As organizations see the strong return on investment from live chat, they are now naturally looking to the next step in digital communication.

Customer Service 90

Customer Service Social Media Books Return on Investment 90

CSM Magazine

NOVEMBER 3, 2023

As such, BPOs should see themselves as partners that offer choice and allow organisations to deftly circumvent market challenges and optimise return on investment. From utilities to retail, banking to telecoms we provide our clients with choice and the ability to be where their customers are, in the moments that matter.

2012 59

2012 Return on Investment 2024 Financial 59

LiveChat

FEBRUARY 19, 2018

Because their cognitive technology interprets customers’ responses and provides accurate, automated answers. is a frontend assistant that provides modern online banking services. Twylla also allows you to track KPIs and measure return on investment of the service bots you’re using. 3 Fewer errors.

Customer Service 76

Customer Service Return on Investment Books Hotels 76

CSM Magazine

AUGUST 18, 2022

It provides the proof DevOps teams need to implement Amazon Connect with confidence, speeding up deployment and maximising Return on Investment (ROI).” The largest contact centers around the world rely on Hammer and its proven technology to guarantee optimal customer experience and business outcomes. ” About Hammer.

Connections 10

Connections Contact Center Return on Investment Insurance 10

Currency Alliance

NOVEMBER 15, 2021

Headless solutions are a rapidly accelerating topic of discussion for brands as they seek to upgrade their technology to meet the demands of modern business. Systems in the loyalty industry still operate mostly on tightly-integrated legacy technology platforms, in which changes are slow and expensive.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Banking 52

CSM Magazine

MARCH 24, 2021

For industries such as retail (63%), banking (75%), telecoms (78%) and insurance (83%), in particular, whom regularly encounter lower than average customer retention rates , it is a downward trend that they must mitigate. The result is a deep-seated experience disconnect. Of course, there is logic (albeit flawed) behind this type of thinking.

Brands 52

Brands Return on Investment Consumers Insurance 52

Lithium

NOVEMBER 6, 2020

Recognizing a customer who successfully integrated Khoros to strategically align people, processes, and technology to connect with their customers in all ways. Recognizing a customer who has demonstrated the greatest return-on-investment (ROI) using Khoros solutions to save money. Small but Mighty — Bank of England.

2020 52

2020 Social Media Return on Investment ROI 52

Pointillist

MARCH 1, 2019

retail bank customers by Forrester echoed this finding: “Speaking to a representative in person or over the phone evoked the greatest amount of positive sentiment for customers.” – Forrester U.S. Banking Customer Experience Index 2018 Report Keeping track of CSAT scores is, therefore, vital. In fact, a recent survey of U.S.

Call Center 75

Call Center Effort Score Customer Journey Customer Satisfaction 75

VDS

AUGUST 26, 2024

Businesses eager to modernize their contact centers rush into cloud implementations, focusing solely on technology. We’re not just another middleman or technology vendor. Optimized ROI: Our long-term focus allows for strategic planning and phased implementation of advanced features, maximizing your return on investment.

Contact Center 52

Contact Center Return on Investment ROI Roadmap 52

CSM Magazine

APRIL 23, 2021

Cierra Dobson, strategy director at design and technology agency, Rufus Leonard , explores how brands of all shapes and sizes can adopt the successful strategies of category-defining service brands to grow their market share and take the lead. Being a service brand doesn’t automatically inoculate your business from commoditisation.

Brands 52

Brands 2010 Return on Investment 2020 52

Experience Matters

APRIL 7, 2015

We work with global 5,000 clients to create multi-channel, multi-lingual feedback and research programs that engage customers, empower employees, deliver a compelling respondent experience, and provide high Return on Investment. I’ve included the first two section of the nomination forms submitted by the seven winners.

2015 97

2015 Multi-Channel 2014 CEM 97

Currency Alliance

OCTOBER 4, 2023

Today, however, loyalty program members can be identified when making purchases by various means, which have been evolving over the years, and this is accelerating as mobile technology matures. There are also more modern approaches involving mobile wallets, NFC/Bluetooth readers, and hardware modifications to the POS.

Loyalty 59

Loyalty Loyalty Programs Retail Banking 59

Ecrion

OCTOBER 29, 2019

Since technology today is so expansive, you have more tools at your disposal than ever. With this in mind, one of the best investments you can make is in a customer communications management (CCM) platform. As a business you need to always be able to help your customer at the drop of a dime.

Return on Investment 52

Return on Investment E-support Communication Social Media 52

CSM Magazine

OCTOBER 10, 2023

These days, with life moving so fast and new technology coming out all the time, how we pay for things keeps changing. Providing choices like direct bank transfers, cards, and digital wallets reduces abandoned carts and lifts sales. It’s crucial to analyze the return on investment (ROI) for your customized payment option.

E Commerce 59

E Commerce Financial ROI Return on Investment 59

Lithium

NOVEMBER 6, 2020

Recognizing a customer who successfully integrated Khoros to strategically align people, processes, and technology to connect with their customers in all ways. Recognizing a customer who has demonstrated the greatest return-on-investment (ROI) using Khoros solutions to save money. Small but Mighty — Bank of England.

2020 40

2020 Social Media Return on Investment ROI 40

ChurnZero

FEBRUARY 1, 2019

Harnessing decades of experience and impact at MicroStrategy, Guidance Software (now Opentext), and RichRelevance, Amanda delivers true partnership as she works with Lucidworks customers to optimize the impact of technology innovation and accelerates business results. You can find and follow Amanda on LinkedIn. .

Chief Customer Officer 53

Chief Customer Officer 2019 Customer Success Leadership 53

West Monroe

JUNE 26, 2023

Learn to separate the fundamentals from the fads: Given the rapid pace of changing technology today, it is easy to get caught up in the latest buzz and hype. However, it’s essential to understand the challenges of modern business and apply the lens of what technology is here to stay vs. What might be gone tomorrow before jumping in.

2026 52

2026 B2C 2023 Innovation 52

Pointillist

JULY 5, 2019

How to improve your return on investment in Medallia, Qualtrics, Clarabridge and Concentrix By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback. See How to Calculate NPS More Effectively Using Journey Analytics 2.

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

ChurnZero

MARCH 1, 2019

He has 15 years of experience, having consulted with multiple Fortune 500 companies like Bank of America, PwC, Microsoft, Waste Management, Symantec, Taco Bell, and Standard Chartered. He has also led teams in client success, technology implementations, professional services, and change management. tools, training, technologies, etc.).

Customer Success 40

Customer Success Return on Investment Customers Workshop 40

Magellan Solutions

MAY 27, 2020

Even with the continuous innovation in technology, there are some things that cannot be changed — like the important benefits of telemarketing to businesses. Some of these are from the industries of telecommunications, banking, airlines, and many more. Companies should keep pace with the continuous innovation in technology.

Telecommunications 52

Telecommunications Return on Investment Airlines Consumers 52

Magellan Solutions

MARCH 21, 2024

Financial Data Errors The financial world knows data accuracy is at the banking industry’s core. Marketers can optimize their campaigns to achieve maximum return on investment. Staying on top of technological advancements and new data sources is essential to protecting your data from being compromised. The result?

Government 52

Government Financial Innovation 2012 52

Pointillist

NOVEMBER 18, 2021

Using a journey-based approach, the product owner can easily quantify how much the product issue impacts business outcomes, so she can more accurately prioritize it amongst other initiatives on her roadmap by determining the return on investment for addressing the issue. Dominic Venturo , Chief Digital Officer, U.S. McKinsey.

Customer Journey 45

Customer Journey Contact Center Metrics Roadmap 45

Magellan Solutions

MAY 29, 2021

Technology such as Healthcare Customer Relationship Management System or Healthcare CRM helps in identifying pain points and reading customer behaviors to improve service. . According to WEGO Health , social media advertisements have a higher return on investment (ROI) than any other form of advertisement in health care.

Social Media 52

Social Media Healthcare Hospitality Call Center 52

Currency Alliance

NOVEMBER 17, 2020

By working at the cutting edge of these trends, you will learn how to get a customer’s attention and target investment at the moments that matter, thereby maximizing return on investment. They sense and observe how companies treat them, as well as how tools (information & technology) are used to deliver value.

2021 52

2021 Loyalty Loyalty Programs Travel 52

Pointillist

MARCH 1, 2019

retail bank customers by Forrester echoed this finding: “Speaking to a representative in person or over the phone evoked the greatest amount of positive sentiment for customers.” – Forrester U.S. Banking Customer Experience Index 2018 Report Keeping track of CSAT scores is, therefore, vital. In fact, a recent survey of U.S.

Call Center 40

Call Center Effort Score Customer Satisfaction Customer Journey 40

Responsetek

MAY 8, 2018

The management team at one of the world’s leading banks had a specific need in mind when they engaged with ResponseTek. Within six months, the bank saw a five percent decrease in its abandonment rate, resulting in the equivalent of a seven times return on investment on its CEM solution. Industry Story – Company Consensus.

CEM 40

CEM Insurance Telecommunications Retail 40

Pointillist

AUGUST 14, 2018

telecom provider made a major investment in customer outreach, the likes of which they had not done before. They quickly reached a critical point where they needed to quantify the Return on Investment in order to decide whether to expand, contract or stop further investment in the customer outreach. A large, top 5 U.S.

Customer Journey 41

Customer Journey Metrics Measurement Events 41