Articles and trends affecting the customer experience in banking, including digital CX, customer engagement, personalization, chatbots, virtual assistants, and customer journey strategies.
Bain & Company, Kantar and Qualtrics have collaborated to develop a new set of customer experience standards they hope can serve as a universal benchmark for CX excellence across industries.
How ‘Hyper Personalization’ Creates High-Touch Customer Experiences at Scale
Digital tech can deliver experiences that mimic the "personal touch." But getting it right requires a focus on outcomes, data fluency and agile systems.
How Micro-Engagements Generate Sales and Build Loyalty
Personalized, real-time micro-engagements are more than just a trend – they're reshaping the future of banking. Learn more from Sarah Martin, CEO of Pulsate.
NPS Under Fire: Inside 3 CX Giants’ Push for a Better Metric
Bain & Company, Kantar and Qualtrics have collaborated to develop a new set of customer experience standards they hope can serve as a universal benchmark for CX excellence across industries.
The 5 Use Cases for Adding Generative AI to Your CX Strategy
Discover how to implement AI in customer experience without losing the human touch. Qualtrics' report offers a practical four-step playbook for success.
If Customers Don’t Trust Your Ads, They Won’t Trust You
In banking, trust isn't just an asset — it's the foundation of lasting success.
Reaching the Digital Consumer: Strategies for Fragmented Digital Journeys in Banking & Financial Services
Gain insights into understanding key audiences and journeys, assessing shelf-space opportunities, and optimizing presence in this webinar.
Consumers Love Their Banks (For the Most Part), But Happiness is Wearing Thin
Trust meets tech: How banks balance innovation and tradition in 2024, insights on customer preferences, AI adoption and the future of banking, all in EPAM's latest report.
Digital is Draining Banks’ Emotional Connections with Customers. GenAI May Make Things Worse
CX has suffered in recent years as it gets harder for customers to bank with people. Forrester's Alyson Clarke has solutions — and a warning.
How Gen AI is Reshaping Bank Marketing
Abbas Merchant, the ex-CMO of Regions Bank shares his perspective on the potential for generative AI to enhance both the efficiency and effectiveness of financial services marketing in the near future.
Why ACH Data is the Key to Unlocking Customer Trust
Now is an especially good moment for bank marketers to take a fresh look at ACH data, especially considering Google's retreat from third-party cookies.
Why Banks and Credit Unions Should Care More About Online Reviews
Banks don't even need many reviews to move the needle: Research reveals that 86% of people will trust a local bank with as few as 10 reviews.
How to Automate with the Banking Customer in Mind — and Create A Smoother CX
Automation tools simplify transactions, ensuring customer satisfaction and loyalty. In today's informed market, banks must capitalize on customer engagements — or risk reputational damage.
How Much Do Online Reviews Matter to Banking Decisions? A Whole Lot.
Almost 90% of banking consumers say they consult user-generated online reviews to make their banking decisions.
Counterpoint: Why NPS and Surveys Don’t Suck
The Financial Brand recently argued that these common customer feedback tools have little value. We disagree — here's why.
Winning When Customers Win: Transforming Consumer Finance
LendingClub CEO Scott Sanborn discusses the company's evolution since acquiring Radius Bank, the advantages of their marketplace model and the future of consumer finance.
Removing Friction from the Lending Experience
Tim Wheeler, Chief Lending Officer at Fortera Credit Union discusses the importance of simplifying the digital borrowing process for members at a time when consumers expect seamless experiences.
The Personalization Paradox: Can Banks Delight Customers Without Creeping Them Out?
Banks are heavily investing in personalization to improve customer experience and drive engagement. But is there such a thing as overdoing it?
Why Issues with Customer Service Are Hurting Satisfaction with Direct Banks
While their ratings have fallen versus 2022, direct banks still outdo all other provider categories.
Mind the Gaps: Discover How to Stop Customer Demand From Slipping Through the Cracks in Their Journey
Learn tips identifying your biggest demand leaks – and plugging them fast – using the right mix of people, processes, and tech.
To Fight Waning Consumer Loyalty, Here’s How Marketers Can Shift Focus and Tactics
The primacy of product and offers, particularly among younger customers, prioritizes channel and messaging over brand.
5 Critical CX Strategies to Drive Growth and Build Loyalty
Customers are quick to delete or scroll past messages that aren’t personalized, even as they expect faster response times – in every channel.
Don’t Ask Your Bank Customers If They’re Happy. Watch What They Do, Instead.
Surveys and NPS scores face growing skepticism. But widespread dissatisfaction begs the question: What do you replace them with?
