The Best Opportunities for Retail Banks to Improve Customer Experience

Cisco

In retail banking, it’s clear customer experience matters, and the stakes have never been higher. Study after study confirms the importance of providing personalized, integrated experiences for satisfaction and retention of financial services customers.

The Best Opportunities for Retail Banks to Improve Customer Experience

Cisco

In retail banking, it’s clear customer experience matters, and the stakes have never been higher. Study after study confirms the importance of providing personalized, integrated experiences for satisfaction and retention of financial services customers.

Weekly Wrap: Amazon CX inspires bankers, as digi-players target the underbanked

Bank Innovation

In this episode, Suman Bhattacharyya, deputy editor of Bank Innovation, and Jake Martin, associate editor, discuss the following developments: At the Customer Experience in Financial Services conference in Boston this week, bank executives on several panels spoke […].

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Rethinking the Customer Experience: Themes from the 2017 Model Bank Submissions

Celent Banking

Customer experience initiatives are typically the most numerous. The standards of customer engagement are constantly changing, and banks are experimenting with new ways to drive increased satisfaction, higher revenue, and greater loyalty. Digital banking subsidiaries : Many banks are finding that existing systems are too rigid to accommodate a truly digital experience.

Can Fintech Pave a Way for Financial Inclusion?

Bank Innovation

Federal Reserve Governor Lael Brainard addressed barriers to financial inclusion at a conference hosted by the Boston Fed and the Aspen Institute in Boston on Oct.

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Starbucks Hits 16.3M Mobile Users, Eyes Expanded Delivery

PYMNTS

underpinned by our digital initiatives and improved execution of our in-store experience,” Starbucks CEO Kevin Johnson said in a statement. Between digitally registered and active [rewards] customers, we are now approaching 30 million digital connections in the U.S,” Johnson said.

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Join Our Session at Red Hat Summit 2019

Perficient Financial Servies

Taking place in less than a week in Boston from May 7-9 th , Summit brings together all kinds of professionals – from career IT pros to open source contributors – who represent nearly every industry. Cloud Customer Experience Digital Transformation Healthcare Integration & IT Modernization Red Hat conference Florida Blue IBM Red Hat acquisition Red Hat Ansible Red Hat OpenShift Red Hat Summit Red Hat Summit 2019 sponsor

Driving Patient Engagement at Dignity Health with Sitecore

Perficient Financial Servies

We all know that creating and delivering excellent end-to-end web experiences for patients is a key goal for healthcare, but you only have a shot of getting there with an excellent end-to-end team. The Sitecore Experience Award being presented to Perficient Digital this week is a fantastic example of Perficient’s role as a partner in this journey toward end-to-end Digital Health for providers and payers alike. See you in Boston at the Connected Health Conference.

Beyond the Insurtech Buzz – Separating Hype from Impact

Daily Fintech

in Boston. . How do you identify that key customer or insurer pain point? InsurTech customer experience insurance insurtech rising knect365Last week, I attended InsurTech Rising U.S.

Amazon Pushes Retailers To Same-Day Delivery

PYMNTS

According to the “2017 Digital Commerce Benchmark Survey,” conducted by Boston Retail Partners (BRP), some 65 percent of retailers will offer same-day delivery within the next two years. With Amazon offering same-day delivery in some markets, the push is on for retailers to get items delivered to customers as soon as possible,” said Jeffrey Neville, vice president at BRP. Unified: Consumers also want a consistent brand experience across devices and channels.

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WhatsApp, Simple, NextBank, And The Financial Services Delivery Model

The Discerning Technologist

In the past day, I’ve travelled between San Francisco and Boston and back (in the air almost as much as on the ground it seemed), read Hatching Twitter cover to cover (about time, right?), Learn more about NextBank – hopefully we’ll see you in Boston in June.

Boloco’s Mobile Order Ahead Transformation

PYMNTS

Or you happen to be the Boston-based QSR chain, starting about 2013. They’re ranked as one of Fast Casual’s Top 100 Hundred Movers and Shakers, and were given a Shorty Award for Best in Customer Service. Which, when we talked to VP of Operations Matt Taylor, is their favorite honors, because what Boloco prides itself on is creating the best customer experience out there. The line is everyone’s least favorite part of the experience.

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#Inbound2019: New Content Marketing Tools To Help Fintechs “Grow Better”

William Mills

Last week, WMA attended Inbound 2019 in Boston alongside 26,000 other eager marketers. Customer experience, or what Brian dubs “experience-market fit” has now emerged as perhaps the last remaining differentiating factor

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True Tickets Partners With Shubert To Trial Blockchain Broadway Ticketing

PYMNTS

Boston startup True Tickets is teaming up with the Broadway theater company The Shubert Organization for blockchain-based mobile ticket delivery , the companies said in a press release Wednesday (Oct. We’re excited for this pilot with True Tickets to help us explore how to standardize processes across our partners and create a more consistent customer experience,” said Kyle Wright of Shubert Ticketing and managing principal of Broadway Tech Accelerator. “We

True Tickets, Shubert Partner To Trial Blockchain Broadway Ticketing

PYMNTS

Boston startup True Tickets is teaming up with the Broadway theater company The Shubert Organization for blockchain-based mobile ticket delivery , the companies said in a press release Wednesday (Oct. We’re excited for this pilot with True Tickets to help us explore how to standardize processes across our partners and create a more consistent customer experience,” said Kyle Wright of Shubert Ticketing and managing principal of Broadway Tech Accelerator. “We

Retail Pulse: Wayfair Opens Mall Store; Banana Republic Unveils Style Passport

PYMNTS

Wayfair , for instance, opened a store at the Natick Mall in suburban Boston, where consumers can experience products firsthand before making a purchase, after debuting a pop-up shop there last year. customers at the end of September and plans to add men’s apparel in the future.

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AI/BOT: Is AI The Key To Retail’s Survival?

PYMNTS

With the opening of the Amazon Go grocery store and bookstore in Seattle, Amazon is breathing innovation into the stodgy brick-and-mortar experience. billion acquisition of Whole Foods , it may be safe to assume that merchants in the retail space will follow Amazon’s integration of more technology into the in-store experience. Taking the survival of retail to the next level is the issue of having one holistic view of the customer. Maybe.

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Inside Dunkin’s AI-Powered Mobile Ordering App

PYMNTS

One might think that a chain with such a global footprint might not need a dedicated mobile app and program to foster customer loyalty, but with 12 million members and an additional 500,000 added every quarter, the DD Perks mobile app rewards program has proved to be a hit.

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Retail Personalization May Not Come Soon

PYMNTS

Retailers are scrambling to figure out the best ways to provide a more tailored and engaging experience. Research from Boston Retail Partners (BRP) and Manhattan Associates shows that while 70 percent of surveyed North American retailers understand the importance of personalization and are putting it at the top of their objectives list in 2017, many don’t have any actual plans to put the wheels in motion for a few years out.

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Model Bank 2017: Some First Impressions

Celent Banking

Ongoing innovation in banking technology is clearly beginning to pay off, and we’ve been privileged to learn an immense amount from all of the financial institutions that took the time to tell us about their how they’ve been using technology and innovation to serve customers better, become more efficient, and mitigate risk. Customer Experience. Growing up, a family Christmas tradition was that my mother would ritualistically proclaim, “That’s the most beautiful tree ever.”

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Truebridge Announces Content “Quick Find” Features

Truebridge, Inc.

Tweet Boston, MA — Truebridge, premier content marketing provider to banks and credit unions, is excited to announce two new “quick find” features. The new features are designed to improve their client’s customer experience – making it easier and faster for customers to find the exact content and sales representative they need, when they need […].

How Merchants Stay Ahead Of The ‘Curb’ 

PYMNTS

A number of major retailers have already adopted processes that let customers stay strapped in their seatbelts while receiving state-of-the-art service. If there’s one thing merchants and consumers can agree on, it’s the value of convenience.

How Innovative mPOS Is Paving The Way To A Self-Checkout Future

PYMNTS

To serve customers who want to shop in stores and online, retailers and solution providers are working to offer a unified retail experience across multiple channels. Customers bag their purchases at a checkout station, and a receipt is available through the app or via email.

Lowes And b8ta Collaborate On Smart-Home Shopping

PYMNTS

After running a three-store pilot approximately one year ago, home improvement and appliance chain Lowe’s has announced news it will partner with software-powered electronics retailer b8ta to launch its “Smart Home powered by b8ta” connected-home shopping experience. Envisioned as stores-within-stores, the Smart Home shop is intended as a destination shop for gadget-enthused customers looking for ways to smarten up their home devices.

Interior Define’s Omnichannel Approach To Furniture Design

PYMNTS

The plan from our perspective was to create a user experience online first that would enable shoppers to easily customize a piece,” said Royer. The marketing tool that ended up working best for the brand was opening a physical store — and giving customers a chance to interact with their line of couches. Today, Interior Define has opened several new guide shop locations in New York, LA, San Francisco, Austin and Boston. “We

Ollie And Fresh Food Delivery For – Yes – Dogs

PYMNTS

We felt that Jet was very aligned with us in wanting to create great customer experiences. Ollie’s fresh-food chicken and beef recipes will be in the New York, Philadelphia, Washington, Boston and New Jersey regions where two-day cold shipping can be guaranteed.

Celent Model Bank Awards 2017: Banking Products Innovation

Celent Banking

While some banks are rolling out Open API development portals in response to regulations like PSD2, the Model Bank candidates in this category are using APIs to improve the customer experience. The first is the use of open APIs to connect directly with customers and developers, enabling transactions including B2B payments, personal remittances, loan disbursements, and e-Commerce refunds. Join us for the 10 th annual Innovation and Insight Day on April 4 th in Boston.

Celent Model Bank Awards 2017: Banking Products Innovation

Celent Banking

While some banks are rolling out Open API development portals in response to regulations like PSD2, the Model Bank candidates in this category are using APIs to improve the customer experience. The first is the use of open APIs to connect directly with customers and developers, enabling transactions including B2B payments, personal remittances, loan disbursements, and e-Commerce refunds. Join us for the 10 th annual Innovation and Insight Day on April 4 th in Boston.

Interior Define’s Omnichannel Approach To Home Furnishings

PYMNTS

The plan from our perspective was to create a user experience online first that would enable shoppers to easily customize a piece,” said Royer. The marketing tool that ended up working best for the brand was opening a physical store – and giving customers a change interact with their line of couches. Today, Interior Define has opened several new guide shop locations in New York, LA, San Francisco, Austin and Boston. “We

Retail Pulse: AMC Theatres Premieres Mobile Ordering, Papa John’s Teams With DoorDash

PYMNTS

Cinema chains are driving customer convenience and building loyalty with the help of digital innovations to make for more seamless moviegoing experiences. Through the platform, customers can add concession items to their ticket purchases such as drinks, popcorn and snacks.

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The Buyers: Omnichannel Customer’s Impact On Retailers

PYMNTS

Between 2015 to 2016, consumer expectations for multiple purchase options grew from 61 percent up to 74 percent according to Retail Systems Research’s 2016 Customer Experience/Unified Commerce Benchmark Survey. Through this omnichannel experience, retailers have more ways to connect with consumers. based Amazon or Europe’s Zalando, which offer vast ranges of products, inspiring customer experiences, personalization, ever faster delivery, quick returns and more.”.

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How Siri And Alexa Could Be The New Face — Or Voice — Of Hospitality

PYMNTS

Like so much of the retail industry, hospitality is all about customer experience. A happy customer is an asset and a source of repeat revenue, either because they will stay at the hotel chain again themselves or because they will recommend it to family and friends. An unhappy customer, meanwhile, is a liability, and an unpredictable one at that. Placing a voice-activated assistant in hotel rooms could help ensure that customers don’t become the latter.

Frictionless Payments And Top Mobile Banking Innovation

PYMNTS

Banks are turning to digital technology to enhance the customer experience — and reduce payment friction — in an effort to boost top and bottom lines. Bank of America seeks to have customers complete tasks remotely: “Everything that you can do physically in our organization, you can do on the digital platform or via phone,” President of Preferred and Small Business Banking at Bank of America Dean Athanasia said at the Morgan Stanley Financials Conference on Tuesday (June 12).

In-Store Kiosks A Sign Of QSR Innovation

PYMNTS

There’s a rule of thumb at fast food and quick-serve restaurants (QSR): a seven-second reduction in customer wait time results in an average 1 percent gain in market share. The restaurant, Spyce , is set to open this spring in central Boston.

Model Bank 2017: Small Business and Corporate Digital Innovation Themes

Celent Banking

When evaluating this year’s Model Bank submissions that are targeted at small business and corporate clients, we identified a number of excellent initiatives in each of the five overall categories: Customer Experience. I hope this brief description whets your appetite for more discussion on our award winners in small business and corporate banking at the 10 th annual Innovation and Insight Day on April 4 th in Boston.

Amid Blockchain And Robotics Hype, Corporate Lenders Still Start With The Cloud

PYMNTS

Josh Glover, EVP of the Americas at banking technology provider nCino, said that when it comes to corporate banking and lending, the end-user experience is just as much of a focus for traditional banks engaging in digital transformation as it is in the consumer banking market. There are a few things driving large financial institutions to think about digital transformation, but it starts with customer experience,” he recently told PYMNTS. “In

Shared Kitchens Help Restaurants Capture Growth Of The Food Delivery Market

PYMNTS

Restaurants may want to reach more delivery customers by expanding into new markets, especially as the market for food delivery could grow to $17 billion by 2020. Those may seem like small changes to a facility like Kitchen United’s, but those features could impact the customer experience. And Grubhub has been in expansion mode , gobbling up Boston-based Foodler, Groupon’s OrderUp and Yelp’s Eat24 in 2017.

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Bringing “The Next Big Thing” To A New Group Of Consumers

PYMNTS

Berger’s ambition is to for Marie Claire to be the brand that curates an experience for women that is about discovering the “ Next Big Thing ” at the intersection at fashion, beauty, content and technology as women go about their day – making it, as Berger told Webster, experiential and real. Consumers can interact with a selection of curated goods using technology that the publisher believes will power the next generation of the omnichannel retail experience.

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InsurTech Comparison Sites transform to Robo Brokers as Insurance value chain shifts

Daily Fintech

So there will be pressure on Insurance companies to control more of the end customer experience. This is a sales job at one end and a customer service job at the other end. Sometimes, the simplest innovation wins.

InsurTech Comparison Sites transform to Robo Brokers as Insurance value chain shifts

Daily Fintech

So there will be pressure on Insurance companies to control more of the end customer experience. This is a sales job at one end and a customer service job at the other end. Sometimes, the simplest innovation wins.

b8ta Brings Smart Home Smarts To Lowe’s Via Mini-Stores

PYMNTS

Simply asking Alexa to turn up the music or turn down the heat sounds easy, but the prospect of setting it all up can be daunting, especially when customers may not be sure what to expect from the final experience and whether that is what they really want for their homes. That’s why Lowe’s has teamed up with b8ta to create a smart home store-within-a-store at 70 of the retailer’s locations, with the goal of helping customers feel more at home in their smart home.

The Truth Is In The Data, Not The Mirror

PYMNTS

These two women have different body types, but the same problem — and it’s shared by any customer brave enough to shop for clothing online. Even before CES, some stores were adding magic mirrors to fitting rooms , enabling customers to see how clothing would look in different lighting or in another color, providing a 360-degree view and connecting the shopper to a store associate if a different size or color was needed. Customers experience more confidence and less friction.

Taking The Pain Out Of Group Outings

PYMNTS

” Instead, as the customer is booking on the branded entertainment or travel site, the Fevo group booking experience opens up seamlessly and automatically. The customer can book the tickets of their choice directly, and then ping the rest of their group with the booking link. We both want to make it easier for groups to book these experiences, but also to have memorable experiences while they are there.”. Unlocking Hidden Value For Customers.

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