Why The Customer Experience Is A Program, Not A Project
PYMNTS
SEPTEMBER 17, 2020
Call it the transformation of CX, shorthand for the customer experience. It’s not enough that the CX be secure — though that’s critically important, of course.
Course Customer Experience Innovation 
Perficient’s Banking & Insurance Client Executive Featured in Nuxeo’s New Podcast
Perficient
JUNE 24, 2020
He interviews people across the spectrum, from practitioners to analysts to industry thought leaders, and explores various topics including innovation, technology, and customer experience. In the newest episode, Sean shared some anecdotes and his thoughts on customer experience in the financial services industry.
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3 Fundamentals Every Digital Strategy (Still) Needs
Perficient
SEPTEMBER 10, 2020
Becoming digital is the best way to keep pace with changing market realities and customer expectations. Of course with great power comes great responsibility — so you’d better spend wisely. This collective yearning should be no surprise, of course, with COVID laying bare so many of our vulnerabilities.
Oracle: What’s Old Is New Again For B2B Customer Experience
PYMNTS
AUGUST 6, 2019
Allow us at PYMNTS to do our own small part in that ongoing effort, and apply that quote to the world of B2B customer experience — and the never-ending push to build a better digital ecosystem around that concept. A robust, predictive and personal customer experience (CX), arguably, is becoming the name of the game. “CX
Mastercard Talks Securing Innovation, And Innovating Security
PYMNTS
MARCH 23, 2018
In financial services today, security and innovation can work with each other, and against each other. FinServ cybersecurity is, of course, a prime target for innovation. But customers’ constant demand for cutting-edge products and services is adding to the load of already heavy security burdens.
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[Podcast] What If? So What? Episode 4: What if Every Brand Went Direct to Consumer?
Perficient
FEBRUARY 24, 2021
In a world where retail has changed and consumers remain at home, how do brands reimagine the task of getting products to customers? podcast , we interview Jon Bostock, best-selling author, innovator, co-founder and CEO of Truman’s and learn how brands that innovate will win in a rapidly changing digital-first economy.
Branding 441
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Evolving Traditional Technologies Toward CX
Perficient
OCTOBER 13, 2020
Contact Centers are, of course, a traditional aspect of companies and historically where and how those companies seek to interact with their customers. As this continued, along with businesses’ desires to prioritize customer relationships over their lifetimes, the value of overall customer experience (CX) has become paramount.
Technology 340
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Creating The Right Customer Experiences
PYMNTS
JULY 2, 2019
And, of course, the rules can change rapidly, and what does and doesn’t make a good experience shifts accordingly. With so many options and changes, the challenge lies not in building a good customer experience, but in building a bunch of them. percent: Share of budget that FIs dedicated to innovation in Q4 2018. .
Use This Framework for Better Bank Innovation
South State Correspondent
JUNE 22, 2022
Every bank wants to be “innovative,” but the truth is innovation is difficult. Add to that a bank’s resource constraints, compliance demands, budget goals, legacy IT infrastructure and talent gaps, and innovation for a bank is extremely difficult. The Problem of Bank Innovation. Framing Innovation.
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Retail Innovation Has Changed — Can SMBs Keep Up?
PYMNTS
NOVEMBER 9, 2018
percent of retailers have said they innovate to improve customer loyalty. That, in fact, is one of the main findings in the new Retail Innovation Readiness Index from PYMNTS, powered by FinTech firm AEVI. Things have changed, though, he said — one reason why that innovation finding carries such weight. “I
Innovation 174
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How A Retail Incubator Could Produce The Next Big Innovation
PYMNTS
JUNE 12, 2019
The myth of the lone (and possibly mad) scientist died out a long time ago, as the industrial age led to teams of researchers working together (or at healthy cross purposes) to enable innovation. This QR code can lead to a more expensive transaction and a less seamless experience compared to NFC.”. Customer Journey.
Innovation 192
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How Banks Can Tap Trust As Their Foundation For Innovation
PYMNTS
MARCH 26, 2020
That lack of physical access has been a major stumbling block for FinTechs as they’ve tried to move from offering their customers a specific financial service – such as lending, saving or investing – toward becoming their primary financial services relationship. But the FinTechs, Baird noted, are adapting and innovating around that issue.
Innovation 241
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Visa Ups Innovation Ante With US FinTech Fast Track Launch
PYMNTS
JULY 31, 2019
As PYMNTS readers know, the role and appeal of FinTech is increasing significantly as consumer demands rapidly change, and technology and regulatory efforts encourage further innovation in digital payments and global transactions. FinTech Partnerships. Whole Ecosystem.
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Visa’s Former Innovation Chief, Jim McCarthy, To Begin Position As President At i2c
PYMNTS
MARCH 2, 2020
There is no lack of good ideas in financial services, nor is there a lack of enthusiasm for putting them in place and enhancing the customer experience among banks and other financial service providers. Some players are innovating, but most seem unable to bridge the gap. So is the reliability and scale of its operations.
Innovation 165
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Peter Kulik Innovation Award: How Auriga’s WWS is innovative
Bobsguide
JUNE 3, 2022
Auriga was recently honoured with the prestigious Peter Kulik Innovation Award from the ATMIA, the leading non-profit trade association representing the entire global ATM industry. Q: How do you feel about your Peter Kulik Innovation Award win? Q: Finally, do you have any thoughts on upcoming ATM innovations and trends?
Innovation 147
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The Retail Innovation Race Pits Products Vs. Services
PYMNTS
JULY 11, 2019
Innovation takes many flavors and paths, and that’s especially true when it comes to merchants who sell retail products and companies that sell retail services. Service merchants are very much focused on their profession and giving great customer service — that’s difficult to do online.”. Innovation Role. Beyond that, 84.7
Innovation 147
147 
EMV’s Delay Has Been The Convenience Store’s Innovation Gain
PYMNTS
OCTOBER 1, 2019
No matter what happens with the deadline (one can expect bigger operators to generally meet it, while a good number of mom-and-pop operations will not, he said), the new date provides fresh opportunity for convenience stores and gas stations to become better at customer experience and engagement. LISNR Offering.
Innovation 167
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As QSRs Embrace Digital, PepsiCo Ups Its Innovation Game
PYMNTS
MAY 23, 2019
When it comes to innovation, go to the source. has joined the ranks of companies and brands setting up innovation labs. QSR Innovation. The PepsiCo innovation effort comes at a time of significant technology development in the world of restaurants, including quick service restaurants (QSRs). Mobile Innovation.
Innovation 148
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Embracing Change & Other Insurance Trends We’re Forecasting for 2023
Perficient
FEBRUARY 22, 2023
All I can do is hopefully lay out some ideas and concepts to help you and your teams make the decisions that are best for your organization and your specific challenges, whether they be in customer experience, innovation, claims, data usage, etc. Research has shown that number for some to be around 98%.
Trends 275
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Banks Say FinTech Innovation, Not Regulation, Is Now Their Fiercest Market Pressure
PYMNTS
JANUARY 18, 2018
According to the results, banks argue that innovation, not just regulation, is behind the wheel of progress. The results are a bit more varied across the Asia-Pacific region, however, which influences how these FIs invest in innovation. Banks, of course, cannot ignore the FinTech threat. Optimism Up. Competitive Disruption.
Regulation 156
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How Pharmacies Are Driving Retail Innovation
PYMNTS
DECEMBER 11, 2019
The nearly universal need for medication and other remedies is driving retail innovation via the pharmacy sector — and that includes the area of customer experience. One of the keys of the commerce game these days is providing a deeper customer experience, and that holds true when it comes to healthcare retail.
Retail 132
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ClassPass CEO: How Digital Platforms Have Innovated Health, Fitness
PYMNTS
OCTOBER 4, 2019
New ClassPass users tend to shop around for classes, programs and fitness experiences that suit them, then stick with what works. It’s kind of like a food delivery experience,” he said. One can count on more innovation and attempts at disruption in this space well into the 2020s.
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For Vocalink: Infrastructure, Innovation And Agility
PYMNTS
JANUARY 24, 2018
Vocalink, of course, provides and operates the central payments processing infrastructures that power the U.K. Now as a part of Mastercard, the combined business is the first global network to be able to support both bank account and card-based payments, offering more choice to its customers.
Innovation 139
139 
Bright Paths Students Demonstrate New Skills with Incredible Variety of Apps
Perficient
MAY 21, 2021
While she completed the prep course in Python coding from Bright Paths, she was never exposed to computers apart from emails. After attending the Bright Paths Prep course and building a Myers-Briggs test with Python, she made the move to software engineering and is excited for what the future brings.
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Why Simple (Innovation) Sells
PYMNTS
SEPTEMBER 28, 2016
Rudolf Booker , CEO and founder of Payvision , joined PYMNTS for the latest segment in the Commander in Chief series to explain why sparking innovation in payments may mean looking outside the payments industry itself to bring about real and lasting change. PYMNTS: Define your company’s approach to innovation. RB: Just do it!
Innovation 100
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Innovating New Direct Paths To Customers For DTC Startups
PYMNTS
MAY 16, 2019
Which is what drove DTC food brand Hungryroot to open its first pop-up store this spring in New York City, according to Mollie Chen, vice president of brand and customer experience. We’re hoping the store will put us in touch with more customers and real-time feedback,” she said in an interview.
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90 minutes a year in a branch versus 45 hours on an app
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.
Big Data 270
270 NEW STUDY: What Innovative Restaurants Are Doing Right Now
PYMNTS
APRIL 25, 2018
The latest Restaurant Readiness Index survey shows QSRs should be focusing on digital services to boost the customer experience — and with it, sales. Each restaurant is then graded from 0 to 100, representing no innovation at all to most innovative. So what makes an innovative restaurant?
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It’s A Wrap: Innovation Project 2016 Recap
PYMNTS
MARCH 18, 2016
” Innovation Project 2016 — where hundreds of leaders across the payments, commerce, tech and security ecosystems joined together under one roof with one mission: navigating the balance between the leading and the bleeding edge. Especially when your talking innovations in payments. So, how did Day 2 end up?
Innovation 100
100 
Partners Against Crime: Visa Leads Effort To Fight Fraud With New Dynamic CVV Codes
PYMNTS
NOVEMBER 17, 2020
That’s one of the takeaways from a recent PYMNTS panel discussion with Visa ’s Director of Global Chip Product Tom Rapkoch , Keyno CEO Robert Steinman and Assistant Vice President of Digital Strategy and Innovation at Michigan State University Federal Credit Union Ben Maxim.
Fraud 316
316 New NACHA Rule Could Catch Payment Processors, Merchants, FIs Off-Guard
PYMNTS
MAY 10, 2019
Among the highest ideals for digital payments – driving innovation in transactions and customer experience – is, of course, the concept of seamlessness. Quick and secure ID and account validation , of course, is all the rage in digital payments and commerce. Quick, Secure Validation.
Payments 178
178 Oracle’s three modes of Progressive Transformation
Celent Banking
OCTOBER 9, 2014
Its goal is to change the customer experience, and uptake has surpassed initial expectations. It lets banks begin a journey without committing them to course of action that might not be appropriate down the road as the world changes. Banking Corporate Banking Retail Banking Core Infrastructure innovation transformation Trends'
Cleveland 165
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eBay Takes Control Of Its Payments Destiny
PYMNTS
JANUARY 31, 2018
In what was described by eBay as an effort to improve customer experience and offer sellers a more competitive cost structure, eBay announced news on Wednesday (Jan. The long-tailed nature of the project signals a step up in investment, of course.
Payments 149
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Deep Dive: How Rewards Programs Can Fuel Customer Spending
PYMNTS
JANUARY 26, 2021
The coffee giant has built a loyal customer base over the course of 13 years, leveraging data it gathers from its customers’ ordering and payments preferences. . Customized Rewards Are Key To More Sales . Its users earn “stars” that can be traded for free drinks, food and merchandise.
Seattle 266
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Red Hat: Open-Source Software Poised To Play A Bigger Payments Role
PYMNTS
DECEMBER 26, 2019
One can almost feel it in the bones: the excitement to come in the world of payments in 2020, as innovation sparks new business models and disruption. Security, of course, will be a big focus and challenge for the further growth and popularity of open-source software in the payments realm, Swami said. Security Concerns.
Software 132
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Citi: Why And How To Bring More Collaboration To Payments
PYMNTS
MAY 22, 2019
That doesn’t mean everyone is going to hold hands and sing the same song around a campfire (competition fosters innovation, after all), but it does mean finding those opportunities where collaboration can provide a better return on investment (ROI). Common Goal. Indeed, keys to such partnerships are precision and clarity, he told Webster.
How To 189
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Solve This Problem with Your Strategic Horizon
South State Correspondent
MARCH 14, 2024
Bank management should, of course, strive to increase cash flow as soon as possible. However, this, of course, is a balancing act, and not making a long-term investment is likely to be the riskiest move a bank can make. Increasing loans by 7%, providing a better customer experience or growing deposits is far from strategic.
Innovation 195
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Visa’s Bill Sheley: Eliminating FX Uncertainty Boosts Cross Border Commerce
PYMNTS
AUGUST 7, 2020
While the barriers to reaching an international consumer base are low thanks to innovations in eCommerce, online retailers and merchants still struggle to provide their global consumers with the same payments experience their domestic ones have. Nixing confusion around FX is an increasingly important component of that effort.
Policies 302
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An opportunity to break down innovation barriers?
BankInovation
MAY 5, 2020
Last week, the team at INV Fintech, Bank Innovation’s sister innovation platform, met with the innovation team at a large bank — by Zoom, of course.
Innovation 69
69 
LEGO Wear, AR And Powering Sales With An Empty Pop-Up
PYMNTS
MARCH 4, 2019
LEGO, of course, is best known for toys, but the company does a lot more. “We loved the idea of experimenting with a new and innovative digital customer experience together with the LEGO team,” said Birgitte Holgaard Langer, chief operating officer and chief marketing officer at Kabooki.
Branding 174
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How Can Financial Services Institutions Better Support Women? – An International Women’s Day Blog
Perficient
MARCH 8, 2023
The program has 10 courses in topics including business finance, digital marketing, and innovation strategy. As part of the initiative, Goldman Sachs developed a free online business education program available to women globally.
Build Winning Customer Experiences Without Tanking Efficiency
FICO
JUNE 27, 2022
Build Winning Customer Experiences Without Tanking Efficiency. Consumers spent hundreds of thousands, even millions, on banking and insurance products over the course of their lifetimes. For example, according to the PWS global research report, “ Experience is everything: Here’s how to get it right,”. by Bill Waid.
AI/BOT: Is AI The Key To Retail’s Survival?
PYMNTS
JUNE 27, 2017
Over the course of the last few years, eCommerce has sprung up and put the brick-and-mortar side of the retail industry on notice. With the opening of the Amazon Go grocery store and bookstore in Seattle, Amazon is breathing innovation into the stodgy brick-and-mortar experience. Increasing customer loyalty — 50 percent.
Boston 155
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1033 Open Banking Mandate Blueprint for Success
Perficient
NOVEMBER 21, 2024
Of course, providing this “new and improved” service will require re-writing front ends and processing engines to provide the necessary data in a timely manner. After all, to remain competitive and compliant, financial services firms must innovate in ways that add business value, meet consumers’ evolving expectations, and build trust.
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