Category Archives: Customer Experience

ATM

Banking and IoT – The Internet of Things will redefine financial services

For the banking industry, the Internet of Things (IoT) could be the Best…Thing…. Ever. While financial institutions have traditionally focused on products, in this Age of the Customer they are increasingly challenged with delivering compelling services and experiences to stand out in a crowded market. That’s where IoT can have the greatest impact. Financial providers

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The blog team from BTA and WMA, fintech live!

Fintech Innovation: Top Trends from Finovate Spring 2016

Some of the top companies in fintech are gathered for the Spring Finovate conference in San Jose. We’ll be blogging live from the 2-day event, covering over 72 companies. We expect to see innovations in mobile, security, analytics, customer experience, and more. As usual, the hall is filling up fast and attendance is expected to

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Woman on mobile phone

4 Ways the Internet of Things is Transforming Customer Experience

Companies worldwide are narrowing their focus on the Internet of Things (IoT) – not because of the hype, but because it’s driving phenomenal growth opportunities. The world of products is becoming a whole new universe of services thanks to wireless sensors and connectivity. IoT is reframing the way we do business, and is increasingly changing

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How Big Data can help CMOs gain competitive edge

Chief Marketing Officers (CMOs) face the challenge of adapting to a multitude of new marketing channels. Traditional venues like TV, radio, and print media are no longer capturing audiences the way they once did. Consumers increasingly rely on social media networks for advice and referrals about products and services, and handle much of their commerce

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Text analytics

Hey FinTech, What’s Your Strategy for Leveraging Unstructured Data?

Financial technology has sparked a global wave of startups who are rethinking how people make and receive payments. These fintech providers have a unique challenge when it comes to satisfying their target audiences. Not only do these companies have to satisfy the consumers who send and receive money through their application, but they are at

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Upset customer contact

Resolve customer issues the first time around with a Voice of the Customer program

How many times should a customer have to call or email to address a concern? Leaders in customer experience have increased their focus on first contact resolution (FCR). This means addressing customer concerns in the initial interaction—including any “warm handoffs” (a transfer to another department with the agent still on the phone). Beyond the Arc

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Snowball effect

Crisis communications from a customer-centric perspective

An essential part of protecting your company’s reputation is being prepared with crisis management communications that effectively support your customers. Too often, this mission-critical messaging focuses inward, asking, “What do we want people to know?” But when your customers are negatively impacted, you need to view the crisis from their perspective. Reframe the conversation to

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