PYMNTS

DECEMBER 22, 2020

It's no secret that restaurants have been hurting since the pandemic caused a seismic, almost-overnight shift in their customer engagement strategies. QSRs are also facing lingering challenges that began before the pandemic, with one survey noting that the 2008 recession took a toll on the space and prompted a period of less robust growth.

Customer Experience 162

Customer Experience Tools New York Strategy 162

Perficient

AUGUST 13, 2021

A brand may bring a customer in the door, but pricing seals the deal. A JD Power survey found that 54% of auto insurance customers took some policy action to control the cost of their policy, including 17% who reduced coverage and 12% increased deductibles. The pandemic accelerated this trend.

Policies 294

Policies Customer Experience Branding Survey 294

FICO

APRIL 17, 2023

Home Blog FICO Hyper-Personalization Survey Highlights Boardrooms' Blind Spots New study from Forrester shows the value of hyper-personalization and the gaps businesses face today FICO Admin Tue, 07/02/2019 - 02:45 by FICO expand_less Back To Top Mon, 04/17/2023 - 10:10 Hyper-personalization is now front-of-mind among banking’s boardrooms.

Survey 52

Survey Customer Experience Analytics Study 52

NCR

APRIL 28, 2017

With the landscape shifting rapidly for the financial services industry – thanks to the rise of digital and changing consumer expectations – being able to provide a strong customer experience (CX) can be a key differentiator that helps banks stand out in a crowded and increasingly competitive market.

Customer Experience 91

Customer Experience Analytics Community User Experience 91

Insights on Business

JANUARY 10, 2017

For traditional businesses, adapting to this trend involves fundamentally reinventing strategy, operations and technology. Strategically, digitally reinvented businesses maintain an overarching focus on experience rather than production. RBS soon will deploy a chat bot using IBM’s Watson technology to answer customers’ questions.

Customer Experience 87

Customer Experience social media Video Innovation 87

BankInovation

DECEMBER 12, 2023

Generative AI utilization is a table stake for financial services industry leaders looking to improve customer experience, internal processes and risk management. 11 report by consulting giant EY, 99% of financial services industry leaders have deployed AI and are planning to use the tech across their operations.

Risk Management 81

Risk Management Customer Experience Survey Industry 81

Perficient

APRIL 14, 2022

With the rise in vaccination rates and a hopeful return to a “new normal,” it won’t be possible to put the genie back in the bottle and return to legacy operations. With sound data and good process design, technology offers the infinite potential to drive competitive advantages in the commerce experience. Understanding Our People .

Strategy 332

Strategy Tools Industry Customer Experience 332

Accenture

JULY 15, 2019

Guest bloggers Ben Lopez and Charlie Arthy examine the evolving role of the COO in post three of their series on achieving simplified, future-ready bank operations. The focus for bank COOs is expanding beyond a pure cost perspective to include customer experience. 1 Accenture North America Banking Operations Survey 2018.

Customer Experience 170

Customer Experience Operations Survey Technology 170

NCR

MAY 4, 2018

For every financial services provider operating today, digital technologies and channels are a key part of the mission to deliver the highest possible standard of customer experience. The post End-to-end digitization – the key to outstanding customer experience? Image credit: metamorworks via iStock.

Customer Experience 74

Customer Experience Digital Strategies Technology Leadership 74

PYMNTS

MARCH 13, 2019

Recent research indicates that restaurant operators are no longer interested in taking a back seat when it comes to industry evolution, and instead want to be active participants as new POS and payment options are unveiled. Impacts on Day-to-Day Operations. Operators can’t neglect in-store service, however.

Operations 102

Operations Mobile System Management 102

NCR

SEPTEMBER 13, 2017

Customer experience and the relationships consumers have with their banks have never been more important. They also offer a genuine alternative to established financial institutions, which must respond by showing they are not being left behind in the customer experience stakes. Image credit: iStock/Jirsak.

Customer Experience 80

Customer Experience Data Branding social media 80

Perficient

APRIL 4, 2022

While mobile has long been a part of the carrier offering – pay a bill, get an ID card, file a claim – this survey reflects the evolution of insurers from transactional into personalized servicing. 1) Know Me – Data & Analytics Relevant to the Customer. 3) Tell Me – Authentic, Relevant Brand Messages and Experiences.

Mobile 294

Mobile Survey User Experience Analytics 294

Perficient

MARCH 9, 2021

A functional, seamless user experience is critical for businesses operating in digital spaces. In this case, the site operator may choose a proactive metric measurement approach, such as prompting users to complete a short survey.

UX 520

UX User Experience System Survey 520

FICO

MAY 17, 2023

FICO is on a mission to unlock the potential of Applied Intelligence and create a connected end-to-end customer experience. In fact, we are so committed to this and believe in it so deeply that we have changed our mission Here it is: Applied Intelligence – powering your customer connections. Innovation is incredibly important.

Customer Experience 97

Customer Experience Innovation Trends Strategy 97

PYMNTS

NOVEMBER 24, 2020

Sixty-two percent of consumers say they prefer onboarding experiences that put security first and speed second, but this does not mean that businesses and banks can sacrifice the seamless service to which their customers are accustomed. A convenient, yet secure solution could be just a few taps away, however.

Online 272

Online Report Customer Experience Analytics 272

Abrigo

FEBRUARY 23, 2022

A recent survey by Abrigo found that 87 percent of banks surveyed are working to win more small business loans in 2022. Top problems in small business lending. Is growing the small business loan portfolio on your bank or credit union’s agenda? If so, you’re not alone.

How To 195

How To Lending Software Survey 195

Perficient

FEBRUARY 25, 2021

To avoid a fall, first take stock of your firm’s customer experience and digital maturity. We often ask clients to take our CX IQ assessment , Perficient’s customer experience diagnostic. Customers expect dependable, connected experiences from brands. Barrier 3: Lack of Alignment.

Meeting 309

Meeting Customer Experience Branding Leadership 309

Perficient

JUNE 19, 2020

We have created an accelerator package for a curbside pickup operation to integrate with your existing order management system, with the added flexibility to customize the solution based on your specific business requirements. The Customer Experience. the store exit at which the customer is waiting.

Retail 369

Retail Customer Experience Management System 369

Abrigo

FEBRUARY 27, 2020

Abrigo's Business Lending Readiness Survey found many processes stymie those efforts. This means having processes and people in place for bringing in borrowers, identifying the right loans to book, pricing them correctly, and closing loans quickly and efficiently enough to meet customer needs and institutional goals. learn more.

Lending 243

Lending Survey Data System 243

Accenture

JUNE 20, 2019

Payments executives surveyed in our 2019 Global Payments Survey cite customer experience as a top driver of customer disintermediation. Competitiveness in corporate payments is now about moments of truth that make the bank a customer’s best friend—or worst enemy. 1 Accenture 2019 Global Payments Survey.

Survey 150

Survey Customer Experience Payments Management 150

PYMNTS

JANUARY 27, 2021

The friction inherent in the basic operations of many healthcare services — from complex payment processing methods to inconsistent appointment management practices — became more salient against the backdrop of the pandemic.

Payments 263

Payments Data Survey Report 263

PYMNTS

FEBRUARY 7, 2020

Within finance and accounting departments, digitization is quickly expanding from encouraging a shift toward electronic documents and adoption of enterprise apps to wielding technology in an effort to optimize operations beyond number-crunching. Accounts receivable (AR) is also increasingly joining this conversation.

Customer Experience 142

Customer Experience Survey Operations Management 142

Cisco

FEBRUARY 23, 2022

Deloitte’s global survey indicates technology budgets to expected to rise 13.7% Institutions should start by digitizing processes that improve customer experience and create business opportunity. According to Forrester Consulting, moving from paper processes to fully digital creates a 420% ROI after three years.

Customer Experience 150

Customer Experience Resources Survey Industry 150

PYMNTS

MARCH 8, 2019

A full 45 percent of retailers listed it as a priority this year, according to a recent survey, and more restaurants are aiming to get in on the action as they work to maximize productivity, minimize wait times and enhance consumers’ in-store experiences. How Restaurant Operators are Driving mPOS Evolutions.

Samsung 142

Samsung Survey Mobile Atlanta 142

Cisco

APRIL 12, 2022

According to PwC’s 2021 Digital Banking Consumer Survey, two in three customers find branches to be meaningful channel to interact with their bank and 35% say that they would not use a bank that doesn’t have a nearby location. However, as mentioned in the PwC Digital Banking Survey 33% still prefer the branch for certain activities.

America 100

America Customer Experience Operations Survey 100

Gonzobanker

JULY 20, 2022

Bank executives are coming to understand that in today’s world, the customer experience (CX) is the product, although not all have made a serious commitment to address newfound competition. The bottom line is this: most banks lack the true management leadership and operating disciplines necessary to execute successfully on digital.

Digital Strategies 168

Digital Strategies Strategy Leadership Customer Experience 168

PYMNTS

OCTOBER 28, 2019

Many businesses struggle with distinguishing friendly fraud from criminal fraud, limiting their ability to effectively fight chargebacks and deliver an optimal customer experience,” said Brad Wiskirchen, CEO of Kount. Kount and all-in-one payment platform BlueSnap released the Internet Retailer survey and report last week.

Fraud 101

Fraud Customer Experience Analytics Survey 101

PYMNTS

JULY 9, 2020

By texting “SAFE,” Quiq’s artificial intelligence (AI)-powered chatbot leads through a three-question survey related to the health practices observed on site. For now, restaurants that are reopening are operating at 50 percent or less capacity, said Monastero, pressuring margins. That might change a bit when this is all over.

Texas 211

Texas Training social media Dallas 211

PYMNTS

SEPTEMBER 24, 2019

The application operates on R3’s Corda platform and is designed to facilitate trade finance transactions; the trial completed simulations of real-world trade finance transactions, the company noted. Two-thirds also agreed that their organizations stand to reduce their trade finance operational costs by at least 20 percent by using blockchain.

blockchain 139

blockchain Customer Experience Survey Operations 139

PYMNTS

JUNE 6, 2017

As a result, it’s important that merchants refocus their efforts on enhancing the customer experience to achieve retention and maintain loyalty. Upon surveying more than 100 retail operations leaders across 250 store locations, the study revealed barriers blocking growth and the key performance indicators being used for measurement.

Study 100

Study Retail Austin Customer Experience 100

Accenture

AUGUST 15, 2019

North American bank COOs we polled recently suggested several elements within the work environment as top barriers to achieving greater, enterprise-level agility. ² Consider that 40 percent cited “complexity of the current state/legacy environment” as a top reason while 15 percent said an “ineffective operating model”.

Operations 150

Operations Survey Strategy Examples 150

Cisco

AUGUST 11, 2020

The first half of 2020 has demonstrated the remarkable adaptability of the financial services industry in the face of simultaneous disruption to economic, operational, and customer behavior conditions. Impressively, 85% of the companies surveyed rated their institution’s responsiveness as meeting or exceeding expectations.

Innovation 114

Innovation Customer Experience Survey Meeting 114

PYMNTS

SEPTEMBER 24, 2020

In an interview with Karen Webster, John Rainey , chief financial officer and executive vice president of global customer operations at PayPal , noted that CFOs (including himself) have learned to pivot, too, with ground-level, tech-driven insights that move well beyond simply tracking money flows. What’s Important To Merchants.

Analytics 293

Analytics Examples Trends Operations 293

PYMNTS

SEPTEMBER 8, 2020

Thunes, the FinTech startup that operates a global cross-border payments network for emerging economies, announced on Tuesday (Sept. PYMNTS surveyed 5,000 consumers and 500 microbusinesses to examine the impact of instant payouts on their business and household cash flow, and their loyalty (or lack thereof) to the businesses sending them.

Payments 141

Payments California Apple Video 141

PYMNTS

JANUARY 13, 2021

The prevalence of online commerce opens new doors for digital fraud, however, both from career fraudsters and opportunistic customers. Phishing scams were on the rise all year, while a survey of online shoppers found that 40.3 The onus thus falls on retailers to protect their customers, which said customers agree with wholeheartedly.

Fraud 189

Fraud Analytics Data Retail 189

Payments Source

JANUARY 1, 2018

Whether you sell into the Marketing Department or you are marketer, check out our predictions for marketing spend in 2018, based on trends from year-over-year survey results. This wealth of data comes from DiscoverOrg’s own primary research based on surveys conducted with mid- to high-level professionals in the Marketing Department.

Trends 72

Trends Customer Experience Survey Data 72

PYMNTS

JUNE 15, 2020

For the record, webrooming was beating showrooming in a survey conducted in late 2019. On the flip side the same survey showed that 57 percent of respondents showroom primarily for clothing, gifts and electronics. Retailers need to ask themselves: What are you going to do to adapt to the new customer experience?

Retail 175

Retail Survey Comparison Online 175