FICO

MARCH 20, 2018

Communications Service Providers are competing on customer experience powered by data, advanced analytics and connected decisions. In this second article of my series, we’ll look at customer experience scenarios that can be improved by advanced analytics and how CSPs could and should take a more customer-led approach.

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Customer Experience Analytics User Experience Data 40

South State Correspondent

MARCH 14, 2024

In this article, we want to go deeper to show how by increasing your planning horizon, you can increase your long-term performance. 1 invested in finding a new customer usually returns about 9% for a consumer customer. That $1 invested in a new product to an existing customer base is usually above 20%.

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Innovation Strategy Capital Comparison 195

South State Correspondent

MAY 9, 2022

This article looks at the seven strategic questions you need to answer before acquiring any piece of technology. Does the Bank Technology Improve the Customer Experience Across the Bank’s Platform? On a macro-level, it’s about managing your channels and your customer segments.

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Technology Customer Experience Data Training 195

South State Correspondent

DECEMBER 8, 2023

This conference is crucial because it provides insight into small business banking and has a good mix of essential banking-focused topics with a heavy emphasis on the customer experience. Strike early and often to keep the customer building their relationship with your bank. However, this was the most common structure.

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Conference Retail Community Bank Technology 195

South State Correspondent

JANUARY 23, 2023

Our innovation working group, called Spark, has been playing with the tool for the past several months, and this article details how we use it to jump our productivity by 20%. How Bankers Will Use This Amazing Tool Bankers can use ChatGPT in various ways to improve their productivity, operations, and customer experience.

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Tools Examples Analysis Data 370

FICO

JULY 13, 2020

Two months ago, I posted about why it is important for collections operations to adopt a forward-looking approach to debt management – basically the importance of having a clear and compelling vision. New guidelines from the FCA that call for operational resilience in collections reinforce this point. For too long.

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Meeting Operations Customer Experience Technology 52

Perficient

JULY 13, 2022

A July 8 th Barron’s article highlighted the ugliness that is coming to the auto finance industry. Now is the time for auto lenders to address their debt collection operations. Millions of consumers who took advantage of these assistance programs are now at higher risk for default.

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Meeting Marketing Operations Strategy 275

South State Correspondent

MAY 1, 2024

This article highlights Gentle Monster’s five-step process that might change how you look at the future. One of the best tips we ever received was to target retiring executive managers from companies and trade organizations and offer them part-time work to advise and introduce the bank to their network.

Innovation 195

Innovation social media Branding Marketing 195

Perficient

AUGUST 31, 2020

You are probably seeing the pain points for both your contact center and your customers more clearly than ever. You can find plenty of blogs and articles discussing all the ways COVID has caused disruption in the customer engagement space: long waits, remote agents, overwhelmed capacity, and on-premise limitations to name a few.

Innovation 369

Innovation Video Strategy Customer Experience 369

FICO

MAY 19, 2020

So, I thought I would outline my top 5 fraud manager considerations during COVID-19. So what must we consider when it comes to our customers, the fraudsters and our anti-fraud teams. 2) Top 5 Fraud Manager Considerations During COVID-19: Scams are now tailored, so we need to modify our strategies.

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Fraud Management Handbook Cards 52

South State Correspondent

OCTOBER 26, 2023

In this article, we detail our thoughts and the trends we saw last week in Las Vegas from a banking perspective in hopes of giving you the flavor and insight from the conference without you having to walk 10 miles per day and listen to endless vendor pitches. It’s a whirlwind of education, deal-making, eating, and hugging.

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Conference Las Vegas Fraud Case Study 221

South State Correspondent

JULY 19, 2023

Even if you are not a bank marketer, this article is worth a read to understand AI’s capabilities. If you ever complained that your bank marketing department was under-resourced, this article is your pathway to explosive productivity. Bank marketing AI is ground zero to showcase the transformation that is already taking place.

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Marketing Training Video Tools 195

Gonzobanker

APRIL 26, 2023

This article defines the critical nature of payment systems along a financial institution’s transformation journey and explores when a payment hub makes sense as a solution to an oft-fragmented collection of systems for processing ACH, wires, checks, P2P, and instant payments.

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Payments System Fraud Resources 148

The Financial Brand

FEBRUARY 11, 2024

This article GenAI: Banking’s Best Offense in Challenging Times appeared first on The Financial Brand. IBM research explores the immense yet balanced potential of generative AI across innovating customer value, optimizing operations, and managing risks.

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South State Correspondent

OCTOBER 12, 2022

While “customer delight” is a worthy goal, few banks should focus on the concept. Instead of trying to “Wow” your customer, in this article, we present the “time-on-task metric” (and its companion, the Customer Effort Score (CES) framework) and detail not only why it matters but why it can change the course of your bank.

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Study Examples Branding Survey 195

South State Correspondent

MAY 2, 2022

As a result, bankers love the idea of a sales funnel – put enough prospects at the top of the funnel, and a certain number of customers will fall out the bottom. Add more resources, and you get more customers. Here is a fun exercise – Ask a bank product team, “How do you grow customers?” It is easy to understand.

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social media Management Marketing Resources 195

South State Correspondent

AUGUST 10, 2023

In this article, we argue why banks should consider a modern core system in the form of a sidecar as part of their long-term strategy. It eats up a substantial number of resources for a bank and often causes a less-than-optimal customer experience. If all that isn’t complex enough, it gets worse.

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System Examples Operations Data 195

South State Correspondent

MARCH 23, 2022

Their secret – fanatical customer service. This article looks at how this bank does it and provides a step-by-step breakdown of how you can incorporate their lessons into your bank to create outsized financial performance and differentiate franchise value. In December 2021, a Brazilian bank, Nubank, went public in the U.S.

Branding 221

Branding social media Strategy Data 221

South State Correspondent

JUNE 27, 2023

This article explains what ISO 20022 for banks is, how it is different, and what it can do for your bank. Operational Efficiency : By using a common standard, banks can streamline their operations, reduce complexity, and simplify their infrastructure.

System 195

System Data Examples Payments 195

Abrigo

MARCH 24, 2021

Would you like others articles like this in your inbox? Takeaway 2 Use this time to optimize technology investments to increase profitability and improve customer experiences. Takeaway 3 Pricing models for loans and deposits combat margin pressure and help retain your best customers. Credit Risk Management.

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Lending Technology Survey Examples 221

Celent Banking

FEBRUARY 24, 2017

This is the fifth article in a weekly series highlighting trends and themes from Celent’s Model Bank submission process. Operations and Risk. Mobile and tablet access are becoming mainstream channels for employees of business and corporate clients to effectively manage their daily workload no matter where they might be located.

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Innovation Boston Technology Meeting 114

Abrigo

MAY 5, 2022

Would you like other articles like this in your inbox? Thankfully for bank and credit union executives, lenders, risk managers, and Bank Secrecy Act (BSA) Officers, banking podcasts and podcasts for credit unions are plentiful, and options are growing. And all release a new episode at least monthly. Takeaway 2 With 2.8

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PYMNTS

DECEMBER 21, 2020

It was the main question put to a panel of payments and customer-facing professionals who told Karen Webster that the “old” ways of doling out rewards, on a merchant-by-merchant, point-by-point basis — even with thresholds in place before redemption — no longer applies. Are firms getting the proverbial bang for the buck? Data Matters.

Data 296

Data social media Tools Analytics 296

NCR

OCTOBER 5, 2016

During 2016 we heard FI executives acknowledging that face-to-face contact, reliable knowledge and personal service remain extremely important across a wide demographic spread of customers, both for complex and simple product purchases. Martin has held a number of senior regional management roles in European retail banking.

Customer Experience 100

Customer Experience ATM Strategy Millennials 100

FICO

SEPTEMBER 27, 2022

This promises both significant cost advantages and faster processing and thus a better customer experience. In order for banks to be successful with digitalization and the use of AI, a number of prerequisites must be met, which I would like to outline in this article. Thesis 1: Digitalization Requires New Skills.

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Analytics Strategy Operations Google 52

Jeff For Banks

DECEMBER 27, 2022

4) Will it improve the customer experience (and extend customer longevity, shorten sales cycles, improve pricing power)? And, as you will note from the rest of this article, 6) Longevity of solution(s) provider. Of the seven Finovate Fall 2017 Best of Show, three continue to operate independently.

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Innovation Fintech Conference Austin 78

Gonzobanker

JUNE 26, 2019

This article shares lessons learned and tells a few stories of real Conquerors that have realized a true impact from their CRM platform investments. As a quick disclaimer, none of the examples in this article are an endorsement of any specific software; multiple CRM solutions have been implemented across various Conquerors.

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Jeff For Banks

JUNE 25, 2020

If you read my articles, watch my videos, or have heard me speak you know I'm a big proponent of the Marketing function taking a more prominent role in banks because customer acquisition and the customer experience has changed so much in the past decade. Implement Product Management. When I asked. Widget counting.

Marketing 78

Marketing Trends Survey Management 78

Gonzobanker

DECEMBER 20, 2019

billion of assets under management. Hats off the Schools Financial’s board and management for acknowledging that even multi-billion dollar credit unions can drive value via merging with someone bigger. Its Baldrige-winning tenacity on customer experience is legendary and consistent. The Experience Award.

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Idaho Conference Data Marketing 148

Independent Banker

AUGUST 31, 2021

As community banks hone their payments strategies in support of new innovations and market demands, returning to the core of what their customers need will help guide them in the right direction. The customer drives everything,” Laverdure says. It all just goes back to what are you hearing from your customers.”. Cryptocurrency.

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Trends How To Payments Community Bank 91

CB Insights

SEPTEMBER 21, 2017

A Google search for the “Amazon of insurance” yields over 78 million results, topped by articles with grandiose titles like “Will Google or Amazon offer one-click life insurance?” ” or “What Amazon can teach auto insurance carriers.” ”

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Branding UX Google Strategy 34

NCR

JANUARY 25, 2017

During 2016 we heard financial executives acknowledging that face-to-face contact, reliable knowledge and personal service remain extremely important across a wide demographic spread of customers, both for complex and simple product purchases. The importance of the personal touch. Striking a balance. ” he asked.

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Customer Experience ATM Technology Millennials 40

FICO

NOVEMBER 30, 2022

Here’s how to strike a balance that delivers long-term benefits for customers' financial health. In my recent Forbes article , I explored a vision for the future of retail banking where the customer’s complete financial wellness is at the center of decision making. FICO Admin. Tue, 02/18/2020 - 14:57. by Bill Waid. Here’s how.

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Retail Data Analytics Fraud 52

NCR

JANUARY 25, 2017

During 2016 we heard financial executives acknowledging that face-to-face contact, reliable knowledge and personal service remain extremely important across a wide demographic spread of customers, both for complex and simple product purchases. The importance of the personal touch. Striking a balance. ” he asked.

ATM 40

ATM Customer Experience Millennials Technology 40

Gonzobanker

MARCH 9, 2016

Recent management literature from folks like McKinsey and IBM has focused on how companies can become more nimble and responsive to changes in their industries. Accenture has urged banks to embrace an “outside-in strategy to reinvent customer experience in the age of digital banking.” Top down innovation. Process capabilities.

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National Innovation San Francisco Industry 60

FICO

MARCH 29, 2018

Communications Service Providers are competing on customer experience powered by data, advanced analytics and connected decisions. In this third and final article of our series, we take a look at how embedding real-time analytics can lead to higher customer satisfaction.

Customer Experience 55

Customer Experience Analytics Data Operations 55

Gonzobanker

AUGUST 17, 2016

Anyone running a BI team knows that managing technology is easier than setting specific priorities across the enterprise. So, from my experience, here’s the four-point plan for business intelligence leadership. C-level managers see themselves as enterprise digital leaders rather than functional silo leaders.

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Leadership Tools Big Data Risk Management 60