Customer Bliss

MARCH 30, 2017

A look inside the Wendy’s customer experience lab outside of Columbus, OH. When Wendy’s did their customer experience lab, they staffed it with engineers, customer experience professionals, and user experience professionals. The bank would respond “OK, here are the steps and the timeline.”

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

InMoment XI

DECEMBER 1, 2022

” Continuously, the report mentions,”InMoment is investing in intelligent self-service and workflow automation to help simplify the user experience (UX), while furthering its vision to support four tailored XI clouds for CX, employee experience (EX), product product experience (PX) and market experience (MX).”

Automotive 370

Automotive Return on Investment ROI Reference 370

Answer Dash

NOVEMBER 21, 2018

The resulting automation will drive efficiency and cost saving, whilst ensuring that customers are delivered a flawless experience. SEB, a major Swedish bank, now uses a virtual assistant called Aida to interact with millions of customers.

User Experience 75

User Experience Social Media 2010 2025 75

Thematic

APRIL 3, 2025

Finance & Banking Banks and fintech companies use text analytics to monitor compliance, detect fraud, improve customer experience, and drive strategic decisions. One real-world example is Atom Bank , which struggled to unify these insights across teams and touchpoints. The AI voice generators market, valued at USD 4.9

Marketing 62

Marketing 2030 E Commerce Social Media 62

Avaya

JULY 13, 2017

Chat bots are at the center of the digital banking revolution. to a world where anyone, anywhere can easily create virtual, conversational agents that drive specific user experiences. For example, Bank of America is currently testing its highly-anticipated chat bot , Erica. The Potential of Biometrics for Banking.

Banking 60

Banking Financial 2012 2014 60

Forrester's Customer Insights

JANUARY 14, 2025

Leading banks are leveraging mature and emerging technologies, customer insights, and data to enhance customer experience, increase customer engagement, and drive business growth.

Banking 26

Banking 2025 Technology Customer Insights 26

ShepHyken

OCTOBER 22, 2021

Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing. He shares six ways companies and their brands can deliver an exceptional customer experience. A customer experience strategy is not a one-time occurrence. Continue to Evolve.

Customer Experience 152

Customer Experience Management Return on Investment Banking 152

West Monroe

JULY 26, 2022

Banks stepped up their digital game as the pandemic accelerated adoption of virtual banking. West Monroe asked banks in Q3 2021 to assess the maturity of their digital products and services. West Monroe asked banks in Q3 2021 to assess the maturity of their digital products and services. The bottom line?

Banking 59

Banking Financial 2028 2021 59

Forrester's Customer Insights

OCTOBER 3, 2023

Mobile banking matters more than ever in the US and Canada. Online banking usage is trending down as mobile banking usage and engagement continue to rise. In mobile banking channels, customers demand a widening set of features and services — and these mobile experiences have a major impact on brand perceptions and preferences.

Banking 61

Banking Brands Engagement User Experience 61

Beyond Philosophy

JUNE 6, 2019

For example, not so long ago, people didn’t want to migrate to online banking. In the minds of many people, the internet was a sinister nest of bad-actors waiting to steal all of our electronic money right out of the virtual bank. However, online banking has proved to be helpful to society. Get Used to It.

Banking 141

Banking Airlines Technology Competitive Advantage 141

West Monroe

DECEMBER 11, 2022

This means that at a time when banks are poised to generate “cycle” high-net interest margins, they’re instead forced to prepare for volatility: increasing loan loss reserves, optimizing their workforce, and scrounging for deposit bases. Facing an economic downturn, banks should play offense.

Banking 52

Banking Marketing 2008 Financial 52

Thematic

MARCH 20, 2025

They need a structured way to understand their customers, anticipate needs, and improve the user experience, so they need a customer insights framework. A customer insights framework means turning customer feedback into actionable strategies that improve product experience, marketing, and customer service. Remember Atom Bank?

Customer Insights 62

Customer Insights Insights Net Promoter Score NPS 62

Forrester's Customer Insights

SEPTEMBER 24, 2019

Spain’s BBVA has come top in Forrester’s global mobile banking app reviews for the third year in succession. Over the past few months, a team of Forrester analysts and other researchers has reviewed the functionality and user experience of 54 leading mobile banking apps from around the world.

Banking 10

Banking 2019 User Experience Consumers 10

West Monroe

JULY 27, 2022

Banks stepped up their digital game as the pandemic accelerated adoption of virtual banking. West Monroe asked banks in Q3 2021 to assess the maturity of their digital products and services. West Monroe asked banks in Q3 2021 to assess the maturity of their digital products and services. The bottom line?

Banking 52

Banking Financial 2028 2021 52

Forrester's Customer Insights

MAY 3, 2019

As an analyst researching user experience (UX), I’ve recently been conducting UX reviews of many banks’ mobile banking apps for an upcoming report. And I’ve been struck by how many of them contain poorly written content. Copywriting matters.

User Experience 50

User Experience Banking Blog Communication 50

Thematic

JUNE 28, 2021

We analyzed the public reviews of 35 mobile banking apps to see what matters most to their users: To define the scope of the dataset, we limited our search to Bank and Credit Union apps with more than 100 current consumer reviews (from June 2020 to May 2021) on Google Play and iOS store sites.

Banking 62

Banking Insights Competitive Advantage User Experience 62

Forrester's Customer Insights

APRIL 23, 2020

What do consumers expect from their banks in response to the COVID-19 pandemic? We interviewed 40 customers of 14 banks to find out. We also asked them what they think of how their banks are handling the crisis so far. Their responses show that many banks are missing the mark by making COVID-19 content hard […].

Banking 67

Banking Brands Consumers User Experience 67

ShepHyken

MARCH 22, 2019

who argues that digital transformation is bringing customer experience to an entirely different level. This week we feature an article by John Boccuzzi Jr. Shep Hyken. Lowe’s, for example, is using artificial intelligence to track in-store inventory, and “Lowebots” are helping customers navigate the store and tracking items for restocking.

Blog 113

Blog Customer Experience User Experience Customers 113

CX University

FEBRUARY 1, 2024

Online banking has revolutionized the way we manage our finances, offering unparalleled convenience and ease of access to our accounts. While the need for stringent security protocols is undeniable, it is also essential to consider the customer experience and the demand for digital ease and convenience.

Banking 59

Banking Customer Experience Financial User Experience 59

Forrester's Customer Insights

FEBRUARY 25, 2021

Digital transformation is coming to Corporate Banking. Corporate banking today is antiquated due to its highly customized and complex product offerings; lack of challengers to drive innovation; and strong barriers to switching for clients. Enterprise clients have lived with a sub-par experience for far too long.

Banking 49

Banking Retail Innovation User Experience 49

Ecrion

APRIL 8, 2019

There are many ways in which companies can do this, but for the financial industry, the easiest way is through banking statements. Your customers receive banking statements every month. Have you thought about how to provide customers more value through this consistent banking correspondence ?

Banking 40

Banking Customer Experience Financial Advertising 40

Thematic

OCTOBER 30, 2024

Financial Services Financial institutions such as commercial banks and insurance companies can use voice of the customer analysis to identify process bottlenecks, gain insight into common frustrations, and design services that match customers’ preferences. For instance, a bank might tweak its mobile app features based on user requests.

Voice of Customer 62

Voice of Customer Insights E Commerce E-support 62

CSM Magazine

MAY 1, 2018

The UK banking industry is nothing short of cut-throat with financial giant Barclays losing more than 10,000 customers during the second quarter of 2017. According to the Current Account Switch Service (CASS,) the main culprit responsible for the devastating loss of customers: continuous unsatisfactory customer experiences.

Banking 40

Banking Customer Experience Financial Insurance 40

CSM Magazine

MARCH 3, 2022

Our clients report exceptionally high user experience scores with agents citing how realistic and challenging their conversation simulations feel and how it improves their confidence. He’s held executive positions at MBNA, Bank of America, and SquareTwo Financial. Brian can be reached at briant@zenarate.com.

Customer Service 94

Customer Service Contact Center Banking Healthcare 94

CSM Magazine

DECEMBER 18, 2018

Explain Market Research, one of the UK’s leading customer insight agencies, has explored how companies turn customers into fans, and banks came out on top. Kim Davis, managing director of Explain, highlights what other companies can learn from the banking industry. Digital Disruption. throughout the customer journey. Ease of Use.

Banking 40

Banking 2010 2017 Customer Journey 40

Forrester's Customer Insights

OCTOBER 22, 2021

Forrester’s data shows that some 40% of French, 54% of Italian, and 54% of UK online adults have done their banking on a smartphone in the past month. We have been evaluating mobile banking apps for over a decade through our Digital Experience […]. Mobile apps have become the channel of choice for millions of Europeans.

Banking 26

Banking User Experience Customer Engagement Engagement 26

ShepHyken

MAY 27, 2016

Digital experiences are starting to mirror in-person experiences and you better be monitoring your digital customers now! – Shep Hyken. Scenario 1: Mr. Henry forgot his Internet banking password and is facing issue logging in to his account. He picks up his phone and calls the customer service department.

Blog 80

Blog Customer Experience Omnichannel Banking 80

TechSee

SEPTEMBER 10, 2019

Virtual Customer Assistants (VCAs) have become an integral part of the user experience, taking on a wide range of traditional human roles, from telecom technicians, bank tellers, and consumer electronics experts to insurance loss adjustors and even sales reps.

2025 116

2025 Insurance Consumers 2021 116

Customer Bliss

NOVEMBER 15, 2018

Co-op Financial Services is as a nationwide credit union network supporting their members of small financial instututions, credit unions, and community banks with industry-leading ATM, digital payment, security, and marketing. . Samantha enlisted the help of her user experience team to put together a comprehensive audit.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

West Monroe

MAY 31, 2019

The three largest banks in the United States are all leveraging chatbot technology in one way or another, with JP Morgan piloting a virtual assistant for corporate treasurers , Wells Fargo piloting a Facebook Messenger-based customer service bot , and Bank of America rolling out their branded, app-based conversational assistant ‘Erica’.

Banking 40

Banking Financial Contact Center ROI 40

CSM Magazine

FEBRUARY 2, 2021

A new case study revels how EVO Bank of Ireland Payments Acceptance (BOIPA) improved the customer experience provided to merchants who use its payment terminals, in spite of the challenges created by the pandemic. BOI Payment Acceptance ( BOIPA ) is a marketing alliance between Bank of Ireland and EVO Payments.

Banking 78

Banking Document Engagement Interaction 78

Thematic

FEBRUARY 23, 2025

categorizing "The checkout process is slow" under "User Experience Issues"). Lowercasing & Spacing Adjustments: Standardizing text to remove case sensitivity issues. Coding Qualitative Data : Assigning labels to textual themes (e.g., This helps track trends and make data-driven improvements.

Social Media 62

Social Media E-support Feedback Insights 62

Forrester's Customer Insights

AUGUST 12, 2020

For over a decade, Forrester has conducted an annual review of banks’ mobile apps. My colleague Gina Bhawalkar and I recently published our most recent research, in which we evaluated and scored the mobile banking experiences on more than a dozen banking brands’ apps across the US and Canada.

Banking 47

Banking Brands User Experience Omnichannel 47

Forrester's Customer Insights

MAY 29, 2019

Banks across Europe are all working hard to build the killer mobile banking app. They aim to keep pace with their customers’ needs and rising expectations as consumers’ appetite for banking on the go shows no signs of abating. Incumbent banks like […]. The drivers are manifold.

Banking 42

Banking 2019 Consumers User Experience 42

Win the Customer

DECEMBER 12, 2015

Whether it’s improving customer service, boosting the end-user experience or helping customers make purchase decisions, live chat software for business tackles it all—without breaking the bank. Live Chat – The Ultimate Customer Experience. The post Is Live Chat the Customer Experience Silver Bullet?

Customer Experience 72

Customer Experience Call Center Banking User Experience 72

Ian Williams

MAY 31, 2015

Today, many people come into customer experience from a number of different customer-related business disciplines, including Market Research, Web Development/ Digital / User Experience, Sales, Customer Service, Product Development, Channel Management, Branding and Marketing Communications.

Customer Retention 100

Customer Retention Insurance Books Banking 100

Natalie Petouhof

APRIL 18, 2016

Tweet Capgemini and Efma today released the 2016 World Retail Banking Report (WRBR). The information in this report will help banks to: Assess current levels of customer experience. Determine the impact of improved customer experience. Gauge the true influence of fintech competitors.

Banking 40

Banking 2016 Retail Customer Experience 40