Celent Banking

FEBRUARY 1, 2017

This is the third article in a weekly series highlighting trends and themes from Celent’s Model Bank submission process. Articles from this week on will explore some of the broader themes within each category. Customer experience initiatives are typically the most numerous.

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Customer Experience Branding Boston Innovation 100

The Financial Brand

JUNE 11, 2023

This article Engagement Is Your Ultimate Goal, Not Customer Experience appeared first on The Financial Brand. Customer engagement is not a static exercise, but a journey that requires an entire organization's rising consumer expectations.

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Customer Experience Exercises Branding Marketing Strategies 19

NCR

SEPTEMBER 13, 2017

Customer experience and the relationships consumers have with their banks have never been more important. They also offer a genuine alternative to established financial institutions, which must respond by showing they are not being left behind in the customer experience stakes. Image credit: iStock/Jirsak.

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Customer Experience Data Branding social media 80

The Financial Brand

NOVEMBER 8, 2023

This article Prioritizing a Human Touch Is Essential to Bank Branding appeared first on The Financial Brand. A bank's brand story can no longer be confined to static logos or catchy slogans. It's about the experiences that unfold when customers interact with the institution.

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Branding Customer Experience Company 28

Perficient

JANUARY 16, 2023

Put simply, embedded finance is the placing of a financial product in a nonfinancial customer experience, journey, or platform. . Embedded finance provides consumers options to increase convenience and savings, such as zero-interest point-of-sale loans, or rewards for using a brand’s e-commerce app.

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blockchain Software Customer Experience Strategy 275

South State Correspondent

APRIL 23, 2024

Banking has a similar physics problem when management juggles strategy, risk/profitability, and customer behavior. This article will discuss the challenge of managing three potentially opposing forces and look towards physics to help us solve the mystery. Unlike most of our articles, there is no executable solution here.

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Risk Management Strategy Management Customer Experience 195

PYMNTS

APRIL 15, 2020

That competition has also extended to high-end furniture market, which is starting to show some new activity with Crate & Barrell, CB2, West Elm and now a direct-to-consumer (D2C) Canadian brand called Article gaining momentum. Article has now lifted off from its Vancouver base and has taken its unique business model to the U.S.,

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Marketing Los Angeles Branding Customer Experience 141

The Financial Brand

JUNE 19, 2023

This article Banking Loyalty is Falling. appeared first on The Financial Brand. To improve customer experience, banks must commit to digital transformation, make CX a key focus & invest in differentiated CX strategies. This article Banking Loyalty is Falling. appeared first on The Financial Brand.

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How To Customer Experience Strategy Branding 42

The Financial Brand

NOVEMBER 2, 2023

This article Maximizing ATM Marketing Deepens Customer Relationships appeared first on The Financial Brand. Though banks and credit unions are all about improving the customer experience these days, one touchpoint that’s often overlooked is the ATM.

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ATM Marketing Customer Experience Branding 33

The Financial Brand

FEBRUARY 7, 2024

This article The Future of Banking: AI Personalization as a Catalyst for Customer Loyalty appeared first on The Financial Brand. AI in banking is redefining the approach to customer experience, using personalization to connect with customers and build loyalty.

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Customer Experience Branding 32

The Financial Brand

MAY 9, 2024

This article The Advantage for Credit Unions and Digital Tools in the Modern Era appeared first on The Financial Brand. Credit unions are known for prioritizing the customer experience. This article The Advantage for Credit Unions and Digital Tools in the Modern Era appeared first on The Financial Brand.

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Tools Customer Experience Branding 19

The Financial Brand

FEBRUARY 13, 2024

This article Meet the AI Serving Customers at United Bank appeared first on The Financial Brand. Using AI to serve accountholders might seem like science fiction, but there's one talking with a bank's customers right now. Here's how United Bank in Georgia is improving efficiency and customer experience with AI.

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Meeting Georgia Customer Experience Branding 26

Gonzobanker

MAY 14, 2018

Financial Brand Forum , an exponentially growing event now in its fifth year – targeted at the morphing worlds of financial marketing, sales and service – is a well-oiled machine with several coats of highly buffed wax. The post Financial Brand Forum 2018: 7 Takeaways in 7 Minutes appeared first on Gonzobanker. Digital First Now!

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The Financial Brand

MAY 13, 2024

This article Marketers Must Shift Focus and Tactics to Fight Waning Consumer Loyalty appeared first on The Financial Brand. The primacy of product and offers, particularly among younger customers, prioritizes channel and messaging over brand.

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Marketing Branding Customer Experience Marketing Strategies 32

PYMNTS

FEBRUARY 25, 2016

The lingerie business is booming, thanks in part to Adore Me — a startup that has posted double- and triple-digit growth over the past few years and has shaken the lingerie industry to the core with its fast-fashion model, savvy digital strategies and inclusive “customer-first” mentality. Experts are starting to say yes. price point.

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Branding New York City Retail Online 100

The Financial Brand

NOVEMBER 29, 2023

This article Why Offering BNPL Makes Sense for Banks and Credit Unions appeared first on The Financial Brand. It can enhance the customer experience and appeal to younger generations. This article Why Offering BNPL Makes Sense for Banks and Credit Unions appeared first on The Financial Brand.

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Customer Experience Branding Cards Millennials 33

The Financial Brand

APRIL 4, 2024

This article Unlocking the Power of Generative AI in Banking: Insights from Microsoft’s Daragh Morrissey appeared first on The Financial Brand. This article Unlocking the Power of Generative AI in Banking: Insights from Microsoft’s Daragh Morrissey appeared first on The Financial Brand.

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Customer Experience Branding 23

The Financial Brand

MAY 9, 2024

This article 5 Critical CX Strategies to Drive Growth and Build Loyalty appeared first on The Financial Brand. Customers are quick to delete or scroll past messages that aren’t personalized, even as they expect faster response times – in every channel.

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Strategy Branding Customer Experience 32

The Financial Brand

JANUARY 18, 2023

This article Digital Banking Readiness is Top Priority in 2023 appeared first on The Financial Brand. Enhancing customer experiences via development of AI, blockchain, and cloud computing are key parts of digital banking improvement.

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Digital Banking Customer Experience blockchain Branding 43

The Financial Brand

JULY 16, 2019

While investment in digital transformation has increased significantly, the customer experience at banks and credit unions has not improved measurably. The post Customer Experience Still Neglected Despite Significant Digital Banking Transformation Investment appeared first on The Financial Brand.

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Customer Experience Digital Banking Branding Strategy 32

The Financial Brand

DECEMBER 29, 2023

This article Five of the Best: Our Top CX Stories from 2023 appeared first on The Financial Brand. From failing bank loyalty to the Southwest Airlines Christmas fiasco, here are the top five stories from The Financial Brand on customer experience.

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Customer Experience Branding Banking Trends Trends 18

The Financial Brand

MAY 17, 2023

This article Customer Service in the Age of ChatGPT: Don’t Take AI Too Far in the Call Center appeared first on The Financial Brand. With artificial intelligence tools like ChatGPT, financial institutions see potential to improve the customer experience. But how far can they take it?

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Customer Experience Branding Tools 30

Banking 2020

APRIL 17, 2015

Articles via Buzzfeed, The New York Times, Banking Exchange and The Financial Brand. Banks need to make mobile apps an experience, not an add-on: While it’s important for financial institutions to have mobile banking capabilities, it’s even more important for these mobile banking apps to provide an enhanced customer experience.

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The Financial Brand

APRIL 29, 2024

This article Don’t Ask Your Bank Customers If They’re Happy. appeared first on The Financial Brand. This article Don’t Ask Your Bank Customers If They’re Happy. appeared first on The Financial Brand. appeared first on The Financial Brand. Watch What They Do, Instead. Watch What They Do, Instead.

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Survey Branding Customer Experience Report 29

The Financial Brand

APRIL 15, 2024

This article Attention to Branch Basics Can Stem Account Attrition appeared first on The Financial Brand. This article Attention to Branch Basics Can Stem Account Attrition appeared first on The Financial Brand. Dissatisfaction with banks could hike attrition in 2024.

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Branding Customer Experience Study Retail 31

South State Correspondent

APRIL 27, 2022

Banks that focus on the customer experience have come to learn that it is not the forward-facing customer experience that matters, but the “total experience” that now counts. Total experience is the business strategy for creating superior customer AND employee experience.

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Customer Experience eBook User Experience Policies 195

Digital Growth Institute

JUNE 14, 2023

He draws on insights from the Digital Growth Institute's quarterly digital secret shopping studies , emphasizing the value of helping customers and producing compelling content to build trust.

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Branding Strategy Customer Experience Study 15

The Financial Brand

MAY 16, 2024

This article Why Issues with Customer Service Are Hurting Satisfaction with Direct Banks appeared first on The Financial Brand. This article Why Issues with Customer Service Are Hurting Satisfaction with Direct Banks appeared first on The Financial Brand.

Branding 18

Branding Customer Experience 18

The Financial Brand

MARCH 17, 2019

A great customer experience in banking requires data and real-time contextual insight. The post Creating Exceptional Customer Experiences Hangs on More than Context-less Data Alone appeared first on The Financial Brand.

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Customer Experience Data Branding Big Data 33

The Financial Brand

FEBRUARY 27, 2023

This article BofA Ups Digital Prowess with Marketing & Digital Banking Combo appeared first on The Financial Brand. Knocking down silos is key to improving the customer experience. This article BofA Ups Digital Prowess with Marketing & Digital Banking Combo appeared first on The Financial Brand.

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Digital Banking Marketing America Customer Experience 32

The Financial Brand

JANUARY 7, 2024

This article Unlocking the Promise of AI for Loyalty in Banking appeared first on The Financial Brand. This article Unlocking the Promise of AI for Loyalty in Banking appeared first on The Financial Brand.

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Branding Retail Customer Experience 41

The Financial Brand

DECEMBER 11, 2022

This article What Instant Payments Will Look Like in The Age of FedNow appeared first on The Financial Brand. Instant payments will improve the customer experience, which is one good reason for banks to integrate this service, especially for B2B.

Payments 34

Payments Customer Experience Branding Trends 34

The Financial Brand

FEBRUARY 19, 2024

This article Size Doesn’t Always Define Digital Maturity in Banking appeared first on The Financial Brand. This article Size Doesn’t Always Define Digital Maturity in Banking appeared first on The Financial Brand. New analysis shows digital prowess stems not from asset size alone.

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Analysis Branding Customer Experience Report 36

The Financial Brand

DECEMBER 21, 2023

This article Wondering Where to Invest in Banking Tech? Here Are Three Case Studies appeared first on The Financial Brand. Here's how one bank, one credit union and one fintech made tech upgrades that improved employee and customer experience. This article Wondering Where to Invest in Banking Tech?

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Case Study Study Customer Experience Branding 20

The Financial Brand

FEBRUARY 4, 2024

This article Retail Banking Customers Seek Better Rates and Experiences As Satisfaction Plateaus appeared first on The Financial Brand. As economic uncertainty causes customers to reevaluate relationships, experience excellence becomes the battleground that will determine bank loyalty in the future.

Retail 36

Retail Branding Customer Experience Banking Trends 36

The Financial Brand

DECEMBER 29, 2023

This article Five of the Best: Our Top CX Stories from 2023 appeared first on The Financial Brand. From failing bank loyalty to the Southwest Airlines Christmas fiasco, here are the top five stories from The Financial Brand on customer experience.

Branding 15

Branding Customer Experience Banking Trends Trends 15

The Financial Brand

APRIL 16, 2024

This article Fintechs’ Cool Factor vs. Banks’ Staying Power: Which Will Prevail Long-term? appeared first on The Financial Brand. Sleek fintech apps attract new customers, but traditional banks offer stability, guidance, and comprehensive financial services. appeared first on The Financial Brand.

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Fintech Branding Customer Experience 25