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: Banking

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: Banking

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

Accenture: Banking

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 356

Strategy Customer Experience Study Digital Banking 356

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

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

FICO

JANUARY 11, 2022

Last year we published a highly successful The 11 Commandments of Digital Banking eBook that introduced the 11 commandments: Digital lift-and-shift is not a strategy! We are kicking off a series of 5 blog posts that take a deeper dive into these posts, grouping the 11 commandments into common themes. Respect the data.

Digital Banking 98

Digital Banking Customer Experience eBook UX 98

Accenture: Banking

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

Accenture: Banking

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

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

Accenture: Banking

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 225

Customer Experience Online Millennials social media 225

Accenture: Banking

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 163

Customer Experience Operations System Software 163

FICO

FEBRUARY 2, 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! Banks must find ways to be personable in these impersonal channels.

Customer Experience 52

Customer Experience Digital Banking Video eBook 52

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 79

Mobile Customer Experience Lending Analytics 79

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 Mobile Conference Customer Experience 259

Accenture: Banking

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: Banking

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

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

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

FICO

MAY 8, 2020

To understand customers’ perceptions of what matters in digital banking including account openings, FICO recently commissioned an independent consumer survey of nearly 5,000 people across ten countries including: Brazil. Not Meeting Digital Banking Needs - Could Lead to Loss of New Business. Philippines.

Customer Experience 52

Customer Experience Study Digital Banking Fraud 52

FICO

JULY 19, 2022

Wolf, Goat and Cabbage: The Digital Customer Experience Riddle. Disjointed digital customer experiences are causing banking and insurance customers to flee in record numbers. What does this riddle have to do with digital customer and experience and the customer journey?

Customer Experience 52

Customer Experience Strategy Analytics Technology 52

Accenture: Banking

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: Banking

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

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: Banking

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: Banking

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 173

Technology Trends Survey Customer Experience 173

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

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

Accenture: Banking

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 153

Millennials Maine Study Security 153

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

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

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 Retail Regional 83

Accenture: Banking

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 156

Survey Marketing Groups Study 156

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: Banking

APRIL 26, 2017

It gives me a great ringside seat on the latest innovations in this space and the digital trends that will transform every area of banking in the next few years. In this, the second blog in my ongoing series, I want to focus on the new channels that are opening up, and what they mean for how banks engage with their customers.

Exercises 150

Exercises Trends Strategy Mobile 150

Insights on Business

OCTOBER 11, 2018

This movement — core to cloud — is essential for banks seeking to modernize their legacy systems and become agile and flexible. This is especially true if they’re going to compete with new digital banks and platform companies that are unhindered by the legacy applications and infrastructure. This is essential. IBM at Sibos 2018.

Meeting 111

Meeting Customer Experience System Guidelines 111

William Mills

SEPTEMBER 9, 2016

William Mills Agency will be live blogging at Finovate Fall 2016. Addresses compliance, fraud experience and customer experience analytics. Customers want self-service capabilities but regulation and risk is top of mind that get in the way of digital interactions. Purple = Customer Experience.

social media 40

social media ATM Mobile Customer Experience 40