FICO

MARCH 9, 2022

The rapid rise of scams and other crimes, as well as the increasingly diverse methods used by fraudsters, has only increased the pressure for banks to protect customers from scammers and detect early signs of fraudulent behaviour. Read our blog on our new Retail Banking 3.0 How FICO Can Help You Fight Scams.

Customer Experience 59

Customer Experience Survey Fraud Cards 59

Accenture

AUGUST 3, 2021

In this short series of blogs I’m exploring how the behaviour of UK financial services customers has changed amid the pandemic. In the first two posts, I drew on the UK findings of our Banking Consumer Study: Making digital more human to examine how COVID-19 has affected the shift to digital banking services across different….

How To 222

How To Study Digital Banking Customer Experience 222

Accenture

OCTOBER 10, 2022

While customers trust banks with their money, only 19% of them say they are interested in receiving advice from a bank. And the more digital banks become, the less connected they are with their customers. As banks rapidly boosted their digital touchpoints during the pandemic, now is the time to….

Digital Banking 195

Digital Banking Customer Experience 195

Insights on Business

FEBRUARY 13, 2019

Banks continue their digital transformation journey to create new business models to satisfy today’s demanding customers. How do banks prepare for this new reality? For Bradesco, a large Brazilian bank, NEXT is the answer. Next is a digital bank, completely disassociated from the Bradesco brand.

Albuquerque 152

Albuquerque Digital Banking Millennials social media 152

William Mills

SEPTEMBER 25, 2018

They see themselves as a platform for managing digital identity, secure by biometrics. However, they see their main value as helping to improve customer experience. ^SR Cashoff enhances customer engagement with its loyalty program offering cash back by big-name brands. banks @cashoff_uk Lina Perez, Billy Leung.

Mobile 78

Mobile Customer Experience Lending Analytics 78

Accenture

AUGUST 28, 2023

According to recent Accenture research, banking customers view loyalty as a two-way street: they are open to being loyal to one primary bank, but they want their bank to recognize and reward this loyalty.

Strategy 369

Strategy Customer Experience Study Digital Banking 369

FICO

MAY 6, 2022

Following the highly successful The 11 Commandments of Digital Banking eBook , we are completing our series of 5 deeper dive blog posts that group the 11 Commandments below into common themes: Digital lift-and-shift is not a strategy! Your existing customers expect and deserve VIP treatment. Respect the data.

Digital Banking 52

Digital Banking System Data Customer Experience 52

Cisco

MAY 29, 2019

In retail banking, it’s clear customer experience matters, and the stakes have never been higher. Study after study confirms the importance of providing personalized, integrated experiences for satisfaction and retention of financial services customers. 2019 website.

Customer Experience 71

Customer Experience Retail San Diego Study 71

Accenture

FEBRUARY 8, 2022

Boundaries between differentiated services have blurred and customers’ expectations of banks go beyond their conventional financial needs to encompass all realms…. The post Transforming banking to adapt to the new world appeared first on Accenture Banking Blog.

Customer Experience 505

Customer Experience Digital Banking 505

FICO

MARCH 1, 2022

Following the highly successful The 11 Commandments of Digital Banking eBook , we are kicking off a series of 5 deeper dive blog posts that group the 11 Commandments below into common themes. Digital lift-and-shift is not a strategy! You ask customers for a lot of information. Respect the data. Respect the Data.

Digital Banking 52

Digital Banking Data Customer Experience eBook 52

Chris Skinner

APRIL 24, 2018

They said that they had been mapping financial moments – getting married, buying a house, having a baby, crashing your car, etc – and had started to reimagine the whole customer experience in those moments using … The post The bank’s view of Open Banking appeared first on Chris Skinner's blog.

Customer Experience 297

Customer Experience Digital Banking Innovation 297

Perficient

MAY 28, 2020

My previous blog outlined the potential risks associated with 5G. In my final blog of this series, I go into detail on what financial services companies should be doing now, to prepare. 5G will allow you to offer customer service like never before. This blog was co-authored by Jonathan Crockett.

Mobile 340

Mobile Customer Experience Tools Data 340

Accenture

OCTOBER 19, 2020

This series of blogs looks at the future of banking in Growth Markets in a post-COVID-19 world. We saw in the previous blogs that every bank can be mapped on our DMI-CRI matrix, with each falling into one of three segments: Disrupt for Growth Digitise for Efficiency and Agility Restructure to Survive In this blog,….

Marketing 285

Marketing Customer Experience Analytics Digital Banking 285

FICO

FEBRUARY 12, 2023

Home Blog FICO Top 5 Customer Development Posts of 2022: Digital Banking and Pricing Opti The most popular posts in our Customer Development category dealt with digital banking, optimizing credit line increases, loan pricing and machine learning for credit risk models.

Digital Banking 52

Digital Banking eBook Analytics Customer Experience 52

Accenture

JUNE 17, 2019

That’s the route that a mid-sized regional US bank took. The bank built an integrated, omni-channel platform to run across both its retail and corporate banking businesses and deliver an innovative and distinctive digital bank experience to its more than 500,000 customers who represented more than 850,000 accounts.

Customer Experience 210

Customer Experience Operations System Software 210

Accenture

SEPTEMBER 9, 2022

So far, in this series of blogs on the evolution of banking operations for the digital era, we’ve looked firstly at how banks can gain competitive advantage from bringing ops and tech closer together and then at how operations can help design and deliver compelling digital experiences for customers.

Operations 195

Operations Customer Experience Digital Banking Innovation 195

Accenture

DECEMBER 15, 2021

The post Choose your own adventure: A digital lending story appeared first on Accenture Banking Blog. Therefore, with ’80s-themed nostalgia seemingly everywhere at the moment, I thought I would add my own personal ’80s reference and apply….

Lending 285

Lending Customer Experience Digital Banking 285

Accenture

DECEMBER 21, 2020

In this blog – the second in this two-part series – I’ll look at how banks should respond to the shifts happening within trade and supply chain finance due to market forces and COVID-19. In my previous blog, we discussed the upending of supply chains, and saw how the geopolitical landscape and economic fallout from….

Marketing 195

Marketing Customer Experience Risk Management Banking Trends 195

Accenture

MAY 7, 2019

I’m sitting in a cafe having a cup of coffee and sharing a muffin with my five-year-old, when I overhear two teenagers at the next table talking about banking, of all things. What they are specifically discussing is the Revolut account and how impressed they are with the overall customer experience and features (I’m paraphrasing a bit).

Customer Experience 270

Customer Experience Online Millennials social media 270

Accenture

JUNE 27, 2022

The post Do your banking customers follow your happy path? appeared first on Accenture Banking Blog. And when this happens, how quickly and easily can you get them back on track, ensuring….

Customer Experience 195

Customer Experience Operations Digital Banking Innovation 195

Accenture

JANUARY 27, 2022

It is no longer enough to simply have products and services to offer—banks today understand the need to perceive and respond to both the emotional and…. The post Empathetic banking at the zero moment of truth appeared first on Accenture Banking Blog.

Operations 195

Operations Customer Experience Digital Banking 195

FICO

APRIL 24, 2023

Trust acquired 100,000 customers in just ten days after it launched in September 2022 and exceeded 450,000, equivalent to 9 percent of the Singapore market, within just five months. A Scalable, Flexible Platform Following its launch, Trust received feedback from customers on how it could refine its offering.

Risk Management 52

Risk Management Digital Banking Customer Experience Management 52

Chris Skinner

JUNE 19, 2017

We had a great meeting of the Financial Services Club this week with guest keynote Derek White, Global Head of Customer Solutions for BBVA reporting directly to the CEO, Carlos Torres Vila. He gave an insightful presentation around how the world is changing, and how banks are moving from the age of brick to glass to air. Thanks Derek.

Big Data 270

Big Data Mobile Customer Experience Analytics 270

Abrigo

MARCH 15, 2022

Not surprisingly, then, digital/online account opening solutions for consumers and digital account opening solutions for commercial or small business firms are among the top types of new systems banks are looking to select or replace in 2022, according to Cornerstone Advisors. Improved Customer Experience.

Online 195

Online Lending Survey Digital Banking 195

PYMNTS

NOVEMBER 12, 2020

The London-headquartered startup is striving to help startups and other firms “prototype, launch and scale financial products within their own customer experience.”. He added his co-founder Pascal Bouvier first remarked on Railbank’s BaaS platform in a blog post in 2016. “We and European strategies.”.

US 220

US Capital Leadership Customer Experience 220

Chris Skinner

JULY 19, 2017

Here’s the result: Dronn Agent from Alior Bank Dronn is an intelligent virtual agent designed to communicate with customers verbally and guide them through a personalised conversation in a set of carefully selected use cases.

Innovation 298

Innovation Capital Conference Customer Experience 298

Cisco

MARCH 26, 2021

Financial institutions are working diligently to capture the opportunity to deliver a better customer experience with greater convenience and operational efficiency. What constitutes a next-generation bank branch and how can one be implemented? For year-round thought leadership, check out our FSI and Retail Blog Series.

Customer Experience 71

Customer Experience Retail Operations Security 71

Chris Skinner

JUNE 2, 2017

IN THE SAME WAY THAT AMAZON IS RELIGIOUS ABOUT THEIR CUSTOMER EXPERIENCE. TENCENT IS RELIGIOUS ABOUT THEIR USER EXPERIENCE. LET’S TAKE A LOOK AT WHAT IS REALLY GOING ON. EVERYTHING IS WITH USER VALUE IN MIND. THE VALUE TO THE USER IS THE FIRST PRIORITY.”

User Experience 259

User Experience Conference Mobile Customer Experience 259

Accenture

APRIL 4, 2017

Thirty-four percent of the nearly 600 bank executives who participated in the survey are planning to use deep human behaviour analysis to better understand what motivates customers and design the customer experience accordingly.

Technology 231

Technology Trends Survey Customer Experience 231

Chris Skinner

FEBRUARY 2, 2017

Today’s digital firms have 1/100th of the numbers of staff, because they provide platforms for all to access and use. As the chart above shows, there may be some extent of commonality between the legacy DNA and Digital DNA attributes.

Study 150

Study Customer Experience Survey Software 150

FICO

MARCH 31, 2021

We can expect contact centres to continue to evolve into more comprehensive, digital-first customer experience centres of excellence. Contact Centres the key to a digital shift. Meet your customers where they are today. So, what are some of the trends transforming the digital customer contact experience?

Customer Experience 52

Customer Experience Examples Trends Data 52

Accenture

JUNE 16, 2017

In my first blog of this series on our latest UK banking consumer survey— Beyond Digital —I explained why there’s still plenty of life in the bank branch, since even younger customers still value human interaction. Figure 4: What do you value most in speaking to a human representative of a bank?

Millennials 188

Millennials Maine Study Security 188

Accenture

JUNE 16, 2017

In my first blog of this series on our latest UK banking consumer survey— Beyond Digital —I explained why there’s still plenty of life in the bank branch, since even younger customers still value human interaction. Figure 4: What do you value most in speaking to a human representative of a bank?

Millennials 170

Millennials Maine Study Security 170

NCR

MAY 4, 2017

Delivering a coherent omni-channel service for customers is a key goal for many financial institutions. There are many reasons why, one of the most powerful of which is to strengthen brand loyalty and drive revenue generation by providing a seamless, rewarding customer experience. The Effortless Experience 2013].

Strategy 83

Strategy Customer Experience Regional Retail 83

Alex Jimenez

MAY 23, 2019

I joined the Leaders Debate session titled “How New Players, New Platforms & New Technologies Will Transform Digital Banking. Is There A Role For The Branch In The Digital World?” How do digital technologies affect in-person experiences? You can read the blog here.

San Francisco 40

San Francisco Digital Banking Technology Customer Experience 40

FICO

JUNE 21, 2022

Decision Platform Know-How Makes Winning Customers Personal. Personalisation underpinned by applied intelligence and cloud-hosted platform technology offers a competitive advantage when it comes to winning customers. It's a question continually posed in The 11 Commandments of Digital Banking. chevron_left Blog Home.

Management 52

Management Customer Experience Regional Strategy 52

Accenture

APRIL 30, 2019

Nevertheless, our research allowed us to separate retail banking customers into four distinct “personas” that can give providers a great deal of insight into how to structure their offerings and stay relevant. Pioneers , for instance, look like the ideal customers for a modern digital bank.

Survey 186

Survey Marketing Groups Study 186