Insights on Business

FEBRUARY 13, 2019

At IBM Think 2019, Henrique Albuquerque from Bradesco Research and Innovation offered insight into how Bradesco is transforming by focusing their entire business structure around the customer journey. These younger customers have big expectations for experience: “The customer of the future is all digital, hyper connected.

Albuquerque 152

Albuquerque Digital Banking Millennials social media 152

PYMNTS

FEBRUARY 14, 2020

Things could not have gone much better for Wine.com in 2019. This year, they expect more customer experience improvements, a boost from the Golden State and an effort to keep a new generation of wine connoisseurs engaged. The 2019 wine retailer of the year was online – specifically, it was a good year for Wine.com.

San Francisco 150

San Francisco Millennials Oakland Customer Experience 150

PYMNTS

DECEMBER 18, 2018

This year, 2019 will likely be the first season that [holiday spending] will top $1 trillion,” Jamison explained. “I On the one hand, he noted, voice and voice commerce tech is, in some ways, a technology designed by millennials for millennials — in the sense that all experiences need to be mobile and social.

Retail 140

Retail Millennials Online User Experience 140

Abrigo

OCTOBER 21, 2019

However, they’re probably seeing fewer of these customers walking into a physical branch. Today, 73% of all consumer interactions with financial institutions are done digitally , according to the 2019 FIS Performance Against Customer Expectations (PACE) report. It’s all about education, both for clients and employees.

Millennials 218

Millennials Oklahoma Innovation Technology 218

PYMNTS

DECEMBER 27, 2018

With the financial services space continuing to work through these hurdles, Andrew McFarlane, managing director at Accenture’s Payments practice and head of Accenture ‘s Open Banking group, told PYMNTS what he expected open banking initiatives to deliver to the small business banking ecosystem in 2019.

Customer Experience 191

Customer Experience Survey Trends Data 191

PYMNTS

MARCH 12, 2020

Contrariwise, the Bentonville behemoth missed analysts’ expectations for Q4 2019, which Walmart CFO Brett Biggs explained thusly: “The holiday season … wasn’t as good as expected due to lower sales volume and some pressure related to associate scheduling.”

Retail 187

Retail Millennials Customer Experience Resources 187

PYMNTS

JANUARY 20, 2020

Millennials and Gen Yers are notoriously distrustful of credit. millennials have a credit card – which is to say a single credit card – and why one-third of all Americans today have never even applied for one. Afterpay reported $160 million in BNPL sales during Black Friday/Cyber Monday 2019, with five U.S. The concept has legs.

Millennials 132

Millennials Houston Philadelphia Chicago 132

Abrigo

SEPTEMBER 2, 2020

Banking technology and digital offerings have long been associated with the preferences of Millennials and Gen Z, but the coronavirus has quickly reshaped banking behaviors. See how digitization can improve customer experiences. A relationship-based, community focus in a digital world. learn more.

Lending 259

Lending Community San Antonio Survey 259

PYMNTS

FEBRUARY 25, 2020

Data: 6,300: Minimum number of attendee check-ins at all Anthropologie events in 2019. 73 percent: Share of millennials who are doing DIY home improvement. 25: Number of locations where Anthropologie ran a fashion show in March 2019. 19 percent: Growth rate of “experience-driven” brands, per one recent report.

Retail 130

Retail Millennials Tools Innovation 130

PYMNTS

DECEMBER 31, 2019

The PYMNTS 2019 end-of-year survey of 30 executives asked for payment-related predictions that could (theoretically) be placed in a time capsule to be unearthed 12 months hence. We’ve barely gotten through the holiday shopping season of 2019. Here Come The Millennials. The end of one decade, the beginning of another.

eBook 170

eBook Millennials Cards Survey 170

PYMNTS

MARCH 10, 2020

Between 2018 and 2019, there was a 162 percent increase in buy now, pay later (BNPL) downloads – rising to roughly six million – of the most popular new “layaway” apps by the close of last year. Yes, we are converting customers that we may naturally not have, because now we provide a new piece of the customer experience to them.

Case Study 135

Case Study Retail Millennials Branding 135

Abrigo

SEPTEMBER 2, 2020

Banking technology and digital offerings have long been associated with the preferences of Millennials and Gen Z, but the coronavirus has quickly reshaped banking behaviors. See how digitization can improve customer experiences. A relationship-based, community focus in a digital world. learn more.

Lending 195

Lending Community San Antonio Survey 195

FICO

FEBRUARY 2, 2022

Many enterprises have succumbed to the inclination to digitize everything, which by default leads to cold, clinical experiences. It’s difficult, but embracing new technology means that we have the opportunity – nay, the imperative – to focus on humanizing the customer experience. There’s nothing wrong with making it fun!

Customer Experience 52

Customer Experience Digital Banking Video eBook 52

PYMNTS

MAY 23, 2019

As of 2019, three quarters of customer interactions with credit unions are digital — the remaining 25 percent is split between branch visits, ATM stops and call center calls. On a demographic level, Gen X and baby boomer customers still tap into physical channels. That result, Chambers noted, is just an average.

Online 123

Online Millennials Digital Banking Maine 123

PYMNTS

DECEMBER 11, 2019

In surveying mobile card app usage for the December 2019 Bridging the Gap: Mobile Card App Adoption Report , PYMNTS found a vibrant, growing payments ecosystem. Just beneath the smartphone glass, brainy new tech is powering payments in ways that emphasize security and speed, while keeping one eye fixed on customer experience.

Mobile 132

Mobile Cards Survey Millennials 132

Insights on Business

FEBRUARY 27, 2019

The ingredients that will help execute the digital first mission include: Customer experience: Who are the digital-first customers and what do they expect? Customer experience. We need to consider the needs of all types of customers. Use case: Focus on the millennial market with mobile.

Customer Experience 107

Customer Experience Mobile Examples Millennials 107

PYMNTS

FEBRUARY 28, 2020

Metromile (@Metromile) October 14, 2019. Most of those customers stay under a 12,000-mile-per-year threshold. According to Preston, Metromile has no set customer profile. The company’s early assumption was that it would attract millennials living in metro areas. So you have a car, but you don’t drive a lot?

Metro 217

Metro Arizona Pennsylvania Policies 217

PYMNTS

JUNE 27, 2019

by the end of 2019. Meeting Innovation Needs for Four Generations of Customers. Banks must meet the challenge of not only catering to different generations, but meeting customer expectations at physical branches and via online channels. Deep Dive: How Banks are Implementing AI and Biometrics to Improve the Customer Experience.

Customer Experience 109

Customer Experience Digital Banking Innovation Security 109

PYMNTS

MAY 24, 2019

Solid evidence of that was provided during the recent first-quarter 2019 earnings season. More specifically, during the first quarter of 2019, Shake Shack’s bets on mobile appeared to bring solid gains. Among the findings is that 65 percent of QSR managers believe using apps to place orders delivers a positive customer experience.

Google 115

Google Mobile Retail Innovation 115

PYMNTS

MAY 24, 2019

Companies are using artificial intelligence (AI), application platform interfaces (APIs) and other technologies to create new channels for service and customer communication to appeal to a wide range of users. According to the Payments and The Platform Economy Playbook , the U.S. clothing rental market is projected to reach $4.4

Online 130

Online Millennials Payments Customer Experience 130

PYMNTS

DECEMBER 3, 2019

As of the closing days of 2019, instant payments are far from an exotic product. Today, we are still seeing instant payments limited to certain demographic sets and market slices — peer-to-peer (P2P) payments among millennial consumers or instant payroll disbursements for gig workers. he asked. “I

Payments 141

Payments Risk Management Industry Regulation 141

PYMNTS

OCTOBER 8, 2019

Three months away from the end of 2019 and the dawn of the 2020s, the state of the credit union is stable, due to a healthy foundation that is already in place, according to Charles E. The Millennial Challenge. Chuck) Fagan, CEO of PSCU. There’s a younger generation in the U.S.

United States 102

United States Millennials Course Lending 102

PYMNTS

APRIL 29, 2019

“You have to create great experiences for customers,” he said, adding that providing a friction-free, relevant and even fun experience matters, particularly to younger consumers like millennials. Not to mention, those experiences go beyond pumpside deliveries.

Mobile 152

Mobile Maine Trends Retail 152

PYMNTS

JULY 18, 2019

In a PYMNTS interview with Karen Webster, Joe DeRosa, EVP of Global Sales at i2c , discussed the findings of the July 2019 Innovation Readiness Playbook , subtitled “Leveling the Playing Field for Different-Sized FIs.” As millennials rise through the ranks and within the ranks, we see the rise of what he termed “digital natives.”.

Innovation 155

Innovation Study Technology Millennials 155

PYMNTS

APRIL 30, 2019

He noted a recent survey that found 50 percent of millennials, 40 percent of Gen X and 20 percent of baby boomers have indicated they are “more likely” to visit stores with intelligent retail or automated checkout facilities than standard retail outposts. The days of the coin- and bill-operated laundry machine are numbered, it seems.

Retail 138

Retail Data Operations Payments 138

PYMNTS

MARCH 6, 2020

Buy now, pay later (BNPL) offerings can provide the advantage retailers seek, according to Chad Miller, senior director of Digital Experience for retailer Designer Brands , which specializes in footwear and includes popular shoe merchant DSW under its banner. Millennials and members of Gen Z are already on board with BNPL.

Retail 131

Retail Branding Millennials Mobile 131

PYMNTS

MARCH 12, 2019

The headline topping the news this week was that, in 2019, more than 4,800 retail locations have or will close. Underlying that new experience is a backbone of enabling technology that has been fully thought through in the context of the merchant and customer experience. The Underlying Technology.

New York 144

New York Retail Branding Online 144

PYMNTS

SEPTEMBER 20, 2019

It is not the experience most consumers are used to, Martin said, but he believes it is a standard that consumers will soon come to demand. First, he noted, people move more often as of 2019 than they ever have before. Rehabilitating A Reviled Industry .

Industry 156

Industry Course Innovation Millennials 156

PYMNTS

DECEMBER 28, 2018

It’s a challenge, PSCU CMO Tom Pierce agreed, that credit unions have no choice but to address going forward, because customers simply expect both. Satisfying consumers will be about leveraging technology to “know more up front,” and using that data to both protect consumers and customize their experiences.

Mobile 131

Mobile Fraud Security Cards 131

PYMNTS

AUGUST 14, 2019

With its digital business delivering its 40 th consecutive quarter of double-digit growth, Macy’s made progress on its 2019 strategic initiatives during the second quarter. The collaborations allowed Macy’s to offer unique products and experiences to shoppers.

Columbus 100

Columbus DC Branding Google 100

PYMNTS

SEPTEMBER 30, 2019

The latest Payments and the Platform Economy study examines how marketplaces are responding to the counterfeit threat as well as how they are continuing to innovate the customer experience. Millennials and Gen Z are driving the growth of the secondhand market and eCommerce, generally. Online Resale.

Online 101

Online Fraud Branding social media 101

FICO

SEPTEMBER 19, 2022

It's an opportunity to improve the way you interact and engage with your customers. Tue, 07/02/2019 - 02:45. Statista research states that Millennials were the largest generation group in the U.S. in 2019, with an estimated population of 72.1 Debt Collections on Tenterhooks with Six and Sevens following CFPB’s Reg F.

Millennials 52

Millennials Compliance Regulation Operations 52

Cisco

MAY 25, 2021

According to Jeff Michaud, IMI Mobile VP Client Strategy, customer expectations have shifted: Shift from business-owned channels to consumer-preferred -> Only 12% of millennials cite telephone as their favorite communication channel.

Strategy 71

Strategy Mobile Study System 71

FICO

MAY 1, 2020

The Journal article also quotes a Square study that found, in January through March of 2019, consumers used cash in 37% of transactions under $20, compared with 46% in 2015. Wrapping up, I wanted to tip my hat to the banks that are helping spur P2P adoption with easy, seamless customer experiences.

Fraud 69

Fraud How To Payments ATM 69

CB Insights

JUNE 17, 2020

Customer service: Customer experience goes virtual with conversational AI. Still, consumer adoption of telehealth prior to Covid-19 was slow: in July 2019, a JD Power survey found that only about 10% of US residents had replaced a visit to the doctor, urgent care, or hospital with telemedicine services in the 12 months prior.

Industry 101

Industry Technology Online Video 101

FICO

JUNE 22, 2022

Tue, 07/02/2019 - 02:45. Netflix posts viewing recommendations that continually hit the button, while online fast-food outlets are creating bespoke menus for every loyalty card-holding customer. Now consumers expect the same level of innovation, customer experience and digital transformation from financial institutions.

Trends 52

Trends Data Customer Experience Analytics 52

FICO

DECEMBER 5, 2022

Our survey found that good fraud protection is paramount for customers - even though they themselves may exaggerate income or claims. Tue, 07/02/2019 - 02:45. But these can introduce friction into customer experiences in different ways, like forcing users to navigate out of an app to copy and paste a passcode sent by text message.

Survey 52

Survey Fraud Digital Banking social media 52