How a Respected Bank Almost Destroyed its Reputation with Poor CX
Plummeting satisfaction scores were a wake-up call. With a new hire and a CX maturity model, the midsize bank has begun to reverse course.
Plummeting satisfaction scores were a wake-up call. With a new hire and a CX maturity model, the midsize bank has begun to reverse course.
All-digital all the time is the fintech-inspired rage, but as cost-cutting, competition and COVID drive more automation, humanity gets lost.
How does PNC stack up against fintechs SoFi and Revolut for digital banking functions? This comparison uncovers some surprises.
A short, focused tagline followed by an aspirational and authentic purpose paves the way for a great story – and only then come products.
This isn't about bitcoin. It's about the Bank of England or the Fed launching digital currencies. The banking impact could be substantial.
Seamless service is what consumers seek, and that includes financing and paying for ecommerce purchases —which pretty much covers everything.
Three strategies will help banks and credit unions meet younger generations' challenges during COVID slump.
Understanding key shifts in consumer expectations and behaviors can assist financial institutions to grab opportunities and avoid missteps.
Financial institutions could deliver user experiences that rival fintechs, but risk aversion and skewed KPIs hold them back.
Long waits for call center responses (and unhelpful answers) are leaving a lasting bad impression that financial institutions need to fix.
Keeping banking consumers happy and serviced increasingly demands the ability to shift staff and resources in the moment.
API-powered 'banking-as-a-service' arrangements with fintechs won't disrupt existing banking strategies, but extend them – improving CX.
See how PwC's Industry Cloud for Banking can help solve everyday business challenges.
Brand positioning is crucial now, but too many banks and credit unions over-focus on products instead of on their unique place in the market.
Competitive factors demand that banks and credit unions find ways to focus better on key audiences beyond typical table stakes.
'Embedded banking,' 'buy now, pay later' and a new role for Venmo are among the developments banks and credit unions can't afford to ignore.
Retuning marketing angles for 2021 with coronavirus still out there demands an ear for what will really work in the vaccine-based new normal.
Converts to digital channels often switched because they had to but reducing friction will make them happier to keep their finances online.
With debit card and subscription usage up and credit volume down, banks and credit unions need to put transaction data to work even more.
Chatbots may one day dominate CX, but for now these centers are essential for both sales and service as branch interactions trend lower.
Banks need to blend multiple technologies to bridge the gap between basic chatbot conversations and more complex financial inquiries.
While closing branches in the wake of COVID and digital transformation accelerates, successful institutions still tailor plans to markets.
Banking by appointment went from novelty to necessity during the pandemic. Its impact extends beyond safety to new account growth and more.
Learn how Sprinklr is redefining success in the financial sector by harnessing the potential of tailored content and personalized engagement.
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