PYMNTS

APRIL 1, 2019

At the end of the day, he noted, trust is the critical element at credit unions, and the main differentiator between credit union customers and other banking customers. It’s a statement borne out by the new Credit Union Innovation Playbook , a PYMNTS/ PSCU collaboration. But, Lynch noted, it is still a starting point.

Innovation 141

Innovation Fintech Fraud Security 141

PYMNTS

NOVEMBER 5, 2019

And it might not go so far in payments and commerce in the coming decade, at least going by the results of a new Mastercard collaboration with Harvard Business Review Analytics on what really works when it comes to innovation, companies and executives. 2020 Innovation Sparks. The report, released Tuesday (Nov.

Innovation 102

Innovation Report social media Data 102

Bank Innovation

JANUARY 2, 2020

Gartner’s Digital IQ Index for 2019 surveyed 80 banking and financial brands, including national banks, regional banks, online banks and fintech startups. It examined 1,200 data […].

Regional 273

Regional Study Survey National 273

PYMNTS

JUNE 27, 2018

What does offering top-notch customer experience mean in the digital age? As recent research from PYMNTS reveals, the most innovative FIs know that providing exceptional service to their consumer base comes down to focusing on three key components: user experience, digital technology and data analytics. contact-form-7].

Data 129

Data Customer Experience User Experience Innovation 129

Accenture

MAY 22, 2019

For years, banks have enjoyed a low bar on CFO expectations around payment product sophistication and innovation. In fact, our survey reveals that commercial banking customers put payments in the top three areas where their businesses could be improved in partnership with their bank. percent between 2017 and 2019, down from 5.1

Payments 150

Payments Customer Experience Survey Capital 150

Accenture

JUNE 20, 2019

Payments executives surveyed in our 2019 Global Payments Survey cite customer experience as a top driver of customer disintermediation. Competitiveness in corporate payments is now about moments of truth that make the bank a customer’s best friend—or worst enemy. 1 Accenture 2019 Global Payments Survey.

Survey 150

Survey Customer Experience Payments Management 150

PYMNTS

MARCH 13, 2019

A vast majority of firms in that sector surveyed by Forrester (and commissioned by TransUnion) – 99 percent of them, in fact – view open banking as beneficial to financial services, as reported by Enterprise Innovation. Additionally, as many as 46 percent expect to see better customer experiences.

Study 155

Study Customer Experience Fintech Survey 155

PYMNTS

OCTOBER 16, 2020

Since remote onboarding became the nerve-wracking norm over the first half of 2020, identity verification has assumed a higher status in the tech stacks of merchants and brands. That doesn’t leave a whole lot of room for error, customer experience-wise.

Security 189

Security Knowledge Base Customer Experience Retail 189

PYMNTS

FEBRUARY 4, 2019

They aim to help shoppers move seamlessly from browsing a merchant’s website to perusing the aisles of brick-and-mortar stores through shared carts and other digital payment experiences. In some cases, brands like Loblaw and Nike are letting shoppers use their mobile phones to pay for their purchases at their physical stores.

Innovation 126

Innovation Retail Mobile Massachusetts 126

Accenture

APRIL 4, 2017

For example, banks can now use embedded AI solutions and Robotic Process Automation to personalize and elevate the interactions between customers and employees, rather than having the humans be governed by the machines. In many cases, banks will only have a fleeting opportunity to differentiate and brand their services to these customers.

Technology 157

Technology Trends Survey Customer Experience 157

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.

Tools 370

Tools Examples Analysis Data 370

PYMNTS

SEPTEMBER 21, 2020

percent of respondents in an early March survey said they were using their mobile devices to shop more often. Still others are leveraging their mobile phones for innovative payment methods in brick-and-mortar stores, such as QR codes and other contactless payment options. The mobile linchpin .

Retail 243

Retail Online social media Mobile 243

PYMNTS

MARCH 16, 2017

per share, according to an average estimate of 14 analysts surveyed by Zacks Investment Research. Additionally, from an operational perspective, we executed one of our best holiday seasons and delivered an improved customer experience, which is at the center of everything we do,” Laura Alber, president and CEO, said in a statement.

Leadership 100

Leadership San Francisco Branding Customer Experience 100

PYMNTS

SEPTEMBER 21, 2020

Chargebacks were originally instituted as a last resort for customers, but they have gained popularity alongside digital commerce. You have to continually evaluate whether the protections or controls that are in place are being abused, and then you have to innovate new solutions. Pandemic-Driven Pivots. Gaining Insights .

Fraud 177

Fraud Mobile social media Customer Experience 177

PYMNTS

JUNE 6, 2017

As a result, it’s important that merchants refocus their efforts on enhancing the customer experience to achieve retention and maintain loyalty. Upon surveying more than 100 retail operations leaders across 250 store locations, the study revealed barriers blocking growth and the key performance indicators being used for measurement.

Study 100

Study Retail Austin Customer Experience 100

PYMNTS

SEPTEMBER 19, 2017

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. The study found 38 percent of retailers indicate personalization is the top goal for digital customer experience. As of today (Sept.

Retail 101

Retail Boston Study Branding 101

NCR

MAY 17, 2017

Offering a seamless customer experience across channels is becoming more important in the retail banking industry. As a result, many banks are placing an emphasis on omni-channel service delivery – providing a seamless, unified customer experience across all channels, from the ATM to mobile and beyond.

Marketing 73

Marketing Customer Experience ATM Branding 73

William Mills

DECEMBER 12, 2017

Customer experience, automation, machine learning, artificial intelligence (AI), ease of use, flexibility – all of these were part of the discussions at this year’s SourceMedia’s Small Business Banking Conference in Austin, Texas. In fact, a survey from Microsoft Store of 1,300 U.S. AI Foundry. www.aifoundry.com.

Conference 40

Conference Innovation Lending Customer Experience 40

PYMNTS

OCTOBER 22, 2018

Despite the rise of FinTech firms and challenger banks hoping to offer small businesses (SMBs) a better banking experience, large traditional financial institutions (FIs) continue to hold the dominant position in the SMB financial services (FinServ) space.

Fintech 155

Fintech Maine Survey Regulation 155

South State Correspondent

OCTOBER 20, 2022

While these rules were derived from improving time-on-task, they can enhance bank performance no matter what metrics a bank uses for customer, employee, or total experience (the combination of employee and customer experience). Design or pick the fastest customer experience.

Policies 195

Policies Training Customer Experience Examples 195

Accenture

FEBRUARY 23, 2017

Yet despite salesforce transgressions at a few retail banks, a human salesforce remains a critical asset in the fight to attract and retain customers. The right digital tools and training can make bank sales people trusted problem solvers, brand ambassadors and advisors who can orchestrate the best combination of in-person and online banking.

Training 150

Training Apple Tools Branding 150

Accenture

FEBRUARY 23, 2017

Yet despite salesforce transgressions at a few retail banks, a human salesforce remains a critical asset in the fight to attract and retain customers. The right digital tools and training can make bank sales people trusted problem solvers, brand ambassadors and advisors who can orchestrate the best combination of in-person and online banking.

Training 150

Training Apple Tools Branding 150

PYMNTS

AUGUST 3, 2016

You’re starting to see this more and more now with a lot of successful brands and retailers as they grow out or place more emphasis on omnichannel. Brands and stores will become more “inspirational,” which you will see through more flagship stores or stores that offer a unique, one-of-a-kind shopping experience.

Retail 100

Retail social media Branding Online 100

PYMNTS

MAY 3, 2019

However, with business owners and entrepreneurs often taking a page out of their personal lives as consumers, the eventual adoption of emerging solutions is an inevitable part of FinTech innovation. Only a few years ago, small businesses lagged in global payments technology uptake.

Payments 151

Payments Fintech Customer Experience Technology 151

FICO

MARCH 10, 2022

I’ve been writing recently about the results of our recent global consumer fraud survey. But like most things, it’s not as simple as it sounds, as large customer groups are likely to switch banks if they are dissatisfied with their response to a fraud management incident (more on that in a moment). What’s a bank to do? South Africa.

Fraud 52

Fraud Survey Cards Customer Experience 52

PYMNTS

JANUARY 15, 2019

“This wisdom gives sales personnel up-to-the-minute merchandising insights, which have the ability to boost store performance and deliver a more engaging and relevant customer experience,” he noted. Mystore-E recently secured $2.2 Because, Shapira noted, it is what the consumer is demanding these days.

Retail 124

Retail Ohio Tools Data 124

PYMNTS

MAY 26, 2016

Riehle says that technology can clearly help to boost productivity and efficiency in restaurant operations, but it also has to simplify, not complicate, the customer experience. Because the customers’ information is encrypted, it’s one less thing restaurateurs need to worry about protecting on the back end.”.

Mobile 132

Mobile Payments Las Vegas Operations 132

NCR

MARCH 6, 2018

One of the consequences of the recent wave of change and innovation in the banking industry is the emergence of digital-only providers, which place an emphasis on mobile and digital engagement over more traditional channels such as the branch.

Trends 56

Trends Branding Customer Experience Maine 56

NCR

MARCH 19, 2018

Of the many new tools and innovations that have had an impact on how people live their lives in recent years, one of the most significant is voice technology. Two-thirds (67 percent) of respondents to the Invoca survey who had previously decided against using voice assistants for banking said they were concerned about security.

Technology 74

Technology Tools Survey ATM 74

Cisco

APRIL 7, 2019

Consumers crave a customized experience. While banks work to build the right customer experience across channels, emerging technologies like voice-first banking and intelligent chat bots gain footing. How Chatbots and Voice are Shaping the Future of Banking (The Financial Brand).

Trends 64

Trends Cyber Security Big Data Analytics 64

PYMNTS

AUGUST 29, 2016

“The loyalty industry needs a lifeline,” said Webster, by way of introduction, noting studies that have concluded that many loyalty programs rank poorly when measured in terms of both innovation and customer satisfaction. That, he said, lets companies promote their brand, create stronger partnerships and strengthen consumer loyalty.

blockchain 117

blockchain Study Industry Innovation 117

PYMNTS

FEBRUARY 28, 2018

A quick glance at the PYMNTS/Visa How We Will Pay survey indicated that a growing segment of consumers are already pursuing connected commerce experiences through a variety of devices and interfaces and are highly enthusiastic about doing so more frequently as the technology advances. “As

Google 101

Google Groups Customer Experience Technology 101

Cisco

APRIL 7, 2019

Consumers crave a customized experience. While banks work to build the right customer experience across channels, emerging technologies like voice-first banking and intelligent chat bots gain footing. How Chatbots and Voice are Shaping the Future of Banking (The Financial Brand).

Trends 48

Trends Cyber Security Big Data Analytics 48

NCR

APRIL 20, 2017

Some people believe that the emergence of this new breed of companies will be a threat to established banking institutions, while others see opportunities for innovation and cooperation.

Fintech 45

Fintech Comparison New York Online 45

NCR

APRIL 6, 2018

In a survey focusing specifically on the retail industry, nearly 90 per cent of companies said that, by 2019, they would have the capability to engage directly with banks (via APIs ) to obtain customer data and initiate payments. Accenture provided some evidence to back up this trend in a recent study on open banking.

Retail 69

Retail Marketing Regulation Trends 69

Cisco

DECEMBER 14, 2020

Digital Experience is the Brand. We live in a world where customers expect a digital experience. That experience makes or breaks brands today. Today, application loyalty is the new brand loyalty, meaning that consumers are loyal to the brands that deliver digital experience perfection.

Customer Experience 78

Customer Experience Innovation Branding Study 78

FICO

OCTOBER 26, 2021

As a result, brands are unable to connect with them in a way that feels tailored and authentic.”. With more financial institutions focusing on customer experience (your competitive advantage), don’t take your member relationships for granted and continuously look for ways to improve and offer your members more.

Analytics 52

Analytics Community Branding Data 52