Online hacking concerns fuel banking innovation

Co-author: Corina Jordan

While more and more customers want the convenience of online and mobile banking, concerns over cybersecurity are an increasing challenge for the financial services industry. Consumers fear their financial safety may be more at risk of being hacked as fraudsters reach new levels of sophistication. But will it drive them into the […]

Is the CMO the new CIO?

Harnessing “big data” with advanced analytics can provide actionable insights that help Chief Marketing Officers (CMOs) drive highly targeted marketing campaigns. Yet surprisingly, more than half of CMOs say big data doesn’t factor into their marketing decisions. Many say the main reason they don’t use big data is because their organization doesn’t have the right […]

Grow your business by leveraging insights from public data

Effective marketing often relies on competitive analysis and consumer research to help identify unmet needs and craft targeted strategies. For Chief Marketing Officers in mortgage, publicly available data compiled through the Home Mortgage Disclosure Act (HMDA) and U.S. Census Bureau can provide a powerful launch point for developing a deeper understanding of their markets and […]

Strategic tools for improving customer experience: Personas and Journey Maps

Co-author: Steven Ramirez

In building a customer-centric business, personas and journey maps are important strategic tools that help provide an in-depth understanding of who your customers are, what they need, and how they interact with your company across all touch points. But more importantly, for sharing customer insights across the organization, these tools can be […]

VOC 1-2-3 :: Strategies for a successful Voice of the Customer program

With increasing competition to retain customers, build brand loyalty, and attract new business, companies of all types are seeking ways to sharpen their focus on the customer experience. Success often relies on having a deep understanding of your customers across every touch point –and that involves listening. That’s where an effective Voice of the […]

Privacy concerns with big data marketing

Big Data analysis has been opening up big opportunities for improving targeted marketing to consumers. But how is it affecting their perceptions of privacy? In a recent article in American Banker, Beyond the Arc CEO Steven Ramirez noted that simply having huge amounts of customer data doesn’t necessarily drive greater marketing effectiveness – it’s all […]

Innovative web apps help jumpstart newbie investors

Investment websites that enable consumers to manage their own trading and portfolios online have been around for years. In their wake, many financial advisors have been fighting for business, trying to prove they still add value. Yet they may find that rapid advances in the digital age work in their favor, as investment applications […]

Money20/20 Update: Future of data and security in banking payments

Check out the latest highlights from the Money 20/20 event in Las Vegas. Beyond the Arc CEO Steven Ramirez talks about key ideas in VISA’s keynote, and new trends in data and security technologies that will impact the customer experience.

 

Building a customer-centric culture – Top tips for employee buy-in

Co-author: Carrie Deakin

To deliver the great customer experiences that foster brand loyalty and increase profitability, businesses need to embrace a customer-centric culture across their enterprise. Research often shows that positive customer experiences trump price, and satisfied customers are more likely to maintain a long-term relationship with a company, and recommend it to family and […]

5 Proven ways to optimize your customer experience

In today’s highly competitive markets, consumers demand real value and exceptional experiences in return for brand loyalty. Businesses need to continuously raise the bar on how well they understand the customer and meet their needs. This becomes more challenging as technology and social business are evolving rapidly, which means organizations need to adapt quickly as […]