Articles and trends affecting the customer experience in banking, including digital CX, customer engagement, personalization, chatbots, virtual assistants, and customer journey strategies.
Dissatisfaction with banks could hike attrition in 2024. The solutions begin with simple behavioral adjustments in branches and call centers.
Maximize Your Website by Humanizing It with Live Online Chat
An in-depth look at the issues involved with developing a chat strategy for your website — from people and processes to costs and technology.
Apparently Customers Think Financial Institutions Are All Liars
It's no surprise then that few Americans say they believe banks. But the researchers at Harris decided to quantify the level of distrust.
Datahead: The Reality of Today’s Financial Consumer
Big data points on household credit card debt, how many people are considered 'Active Savers' and how optimistic people are about banking.
‘Green’ call center credited for 43% reduction in turnover
Navy Federal Credit Union is attributing its ‘green’ corporate campus for dropping employee turnover from 60% annually to 17%, a 43% reduction. According to an article on the new space, Navy Federal stumbled onto sustainable architecture in an attempt to improve the work environment for employees. Ebb Ebbesen, SVP of construction and process improvements at […]
