InMoment XI
JANUARY 22, 2024
The financial sector is at the forefront of a significant transformation, driven largely by the buzzword of the decade: artificial intelligence. AI’s ability to analyze and interpret vast data sets is redefining how financial institutions interact with their customers, offering more personalized, efficient, and secure services.
InMoment XI
NOVEMBER 8, 2023
The Australian financial services industry operates in a tightly regulated environment, with a myriad of compliance obligations that must be met. RG 271 specifies that financial firms, including AFSLs, must have a fully functional internal dispute resolution (IDR) system in place.
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InMoment XI
JULY 13, 2023
In our recent virtual panel discussion, we explored how different financial firms are embracing the Consumer Duty Act and identified areas where most of their resources have been designated. Firms should harness the benefits of data and technology to improve their services and understand the outcomes they achieve for their customers.”
InMoment XI
MARCH 1, 2023
The new FCA Consumer Duty is intended to improve customer outcomes and promote better customer experiences in the financial industry in the United Kingdom (UK) by setting higher and clearer standards of consumer protection. Consumer Duty Principle, proposed by FCA , is a significant new legislation for the UK Financial Services sector.
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To answer these questions, we analyzed VOC data from programs across a variety of verticals – including Financial Services, Healthcare, B2B Services, Technology, and more. Have the drivers of customer experience changed? Download this eBook to learn what we discovered and get the most out of your customer feedback!
CSM Magazine
MAY 10, 2024
Understanding customer expectations is paramount in the landscape of financial services, where consumer trust and satisfaction are key to retaining clientele and maintaining a competitive edge. Financial entities must not only meet but strive to exceed the standards that customers anticipate.
TechSee
MARCH 4, 2024
However, the cost of AI talent, AI training, tuning, and refinement, as well as LLM consumption-based tokens at scale, begs the question, is Generative AI in CX a financially sound endeavor? First, there’s the initial investment in the technology itself, which can be substantial. What is the ROI of Generative AI in CX?
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After analyzing VOC data from verticals including Financial Services, Healthcare, B2B Services and Technology, we found some interesting answers. They wonder: Does Net Promoter Score® (NPS) still have the same predictive power. Do loyalty metrics need to be reassessed? Have the drivers of customer experience changed?
Speaker: Rana Gujral, CEO at Behavioral Signals
Customer service technology has largely been the same for decades. Insights from a real-world case study, involving a European Financial Institution, and how behavioral AI managed to increase revenues by 20% while lowering call center costs by 7.6%. But are your contact center practices able to grow with a customer’s experience?
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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