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Blog
The most important trends for 2018 in retail banking

The 2018 Retail Banking Trends and Predictions research published by The Financial Brand features insight from over 100 retail banking leaders. The research identifies ten key trends that retail banks need to be focused on in 2018 and the customer interaction is at the heart of several of these trends: Removing friction from the customer journey Use of Big Data, AI, Analytics...

Blog
Insurance companies need to embrace CX and transform for survival

Research undertaken McKinsey in 2017 titled “Time for insurance companies to face digital reality” suggests that insurance companies need to work harder to improve the customer experience (CX). The importance of this finding is not just that customers will be happier - the McKinsey research...

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How many customers would leave their bank because of poor service?

An excellent recent article in The Financial Brand contrasts how most customers see their experience as a bank customer with other services they use on a daily example. For instance, to paraphrase the original article, imagine a customer who wakes in the morning and checks her personalised online...

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How insurers can grow faster by improving the customer experience

Research by McKinsey has found that the difference between high and poor performing insurance companies is the experience customers have when interacting with their insurer. In fact, the McKinsey research goes so far as to suggest that if you want your insurance business to grow then customer...

Blog
Put customer experience at the heart of your business

Marketing company Aptaris published a very interesting list of holiday trends in retail, with a focus on customer experience (CX) being at the heart of everything that retailers should be planning for this time of year. It’s not that CX is not important at other times of year, but when sales...

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5 Steps to help retailers keep on delivering great service during the holidays

New research indicates that over half of customers believe that their satisfaction with customer service decreases during the end of year holiday season. It’s no surprise that so many customers find this a difficult time of year - they are often stressed and under pressure to buy gifts and the shops are all busier than usual. But retailers know that the rush will happen. From Black Friday...

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3 Steps to great social customer service during the holidays

The holiday season is when customer service teams will be at their most stretched. Ideally you have expanded the team for this busy period, but with so many channels now being used by customers, what are the best ways to cope and continue delivering a great experience to every...

Blog
How can you deflect support tickets during the holiday season?

Recent research by Zendesk found that support tickets can increase by around 42% during the holiday season. We are in the middle of the holiday season now so how can your customer support team deflect some of those tickets and cope during the rush? The Zendesk team published some of their ideas on...

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