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

DECEMBER 20, 2017

However, customers recently have come to expect more from businesses in terms of service, forming a landscape that’s saturated with options, and thus hyper-competitive. Many businesses now compete solely on the strength of their customer experience. This makes for a strong brand image that’ll remain on their minds.

Branding 142

Branding social media Customer Experience Training 142

PYMNTS

SEPTEMBER 12, 2016

A study by Dotcom Distribution, a logistics and fulfillment firm, found that close to 90 percent of online shoppers consider delivery times central to their decision to shop with an eCommerce brand in the future. The results of the survey show a discerning customer who wants fast shipping and is willing to pay for it when it counts.

Branding 100

Branding Security Survey Retail 100

Perficient

APRIL 4, 2022

While mobile has long been a part of the carrier offering – pay a bill, get an ID card, file a claim – this survey reflects the evolution of insurers from transactional into personalized servicing. 1) Know Me – Data & Analytics Relevant to the Customer. 3) Tell Me – Authentic, Relevant Brand Messages and Experiences.

Mobile 294

Mobile Survey User Experience Analytics 294

Cisco

MAY 29, 2019

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. Ultimately, customers want to be known and valued.

Customer Experience 72

Customer Experience Retail San Diego Study 72

Perficient

JULY 15, 2020

It affects decision making on everyday basis which does not let these enterprises provide value to their customers in an efficient manner. We at Perficient leverage Customer Experience Mapping the most. What is Phase 0 in terms of Customer Experience Mapping for our customers?

Data 497

Data Customer Experience Analytics Industry 497

Cisco

MAY 29, 2019

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. Ultimately, customers want to be known and valued.

Customer Experience 48

Customer Experience Retail San Diego Study 48

PYMNTS

JANUARY 27, 2021

The PYMNTS survey also showed that 22 percent of patients who described themselves as “very” or “extremely” loyal to their healthcare providers would choose a new physician that offered better digital healthcare management tools, such as digital appointment reminders.

Payments 263

Payments Data Survey Report 263

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

JUNE 15, 2020

For the best example of retail’s digital shift, look to Inditex and its key brand Zara. Known globally as a fast fashion destination, Inditex put markets on notice last week that it will shift millions of euros from offline to online with Zara and its other brands. But they haven’t yet brought their full leverage online.

Retail 154

Retail Branding Online Mobile 154

PYMNTS

FEBRUARY 26, 2020

This is the year that customer experience surpasses brand and price as the most important factor in retail. That’s just one of the conclusions drawn in the latest American Customer Satisfaction Index (ACSI) out of U Michigan’s Kellogg School, which focuses on retail. Online retail increased by 1.3 out of 100.

Customer Experience 167

Customer Experience Branding Retail Online 167

Bobsguide

DECEMBER 25, 2017

Chat, SMS, social media…there are so many channels these days for customer service. But is it really necessary for your brand to use them all? Not only do customers have their preferred channels, but they are also expecting you to deliver the best service possible on these channels at all times. In short, absolutely.

social media 111

social media Survey Branding Software 111

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

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

Accenture

MAY 22, 2019

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. For example, Stripe offers online payment processing for e-commerce businesses of all sizes through a suite of payment APIs. The threat is real.

Payments 150

Payments Customer Experience Survey Capital 150

PYMNTS

APRIL 28, 2017

Talend, a leader in cloud and big data integration software, announced in a press release the results of an international consumer and IT business survey that reveals a surprising gap between customer expectations and what organizations are actually providing.

Study 148

Study Meeting Company Survey 148

Social Assurance

MARCH 1, 2021

It takes less than 30 seconds to look up a financial brand, learn where they are located, and explore the services they provide. During this time, customers can also read through a couple of reviews, forming a first impression that can be hard to change. In order for your financial brand to stand out, you have to cover all your bases.

Branding 15

Branding social media Online Case Study 15

PYMNTS

MARCH 8, 2019

A full 45 percent of retailers listed it as a priority this year, according to a recent survey, and more restaurants are aiming to get in on the action as they work to maximize productivity, minimize wait times and enhance consumers’ in-store experiences. Around the mPOS World. Inside Reebok’s mPOS Approach.

Samsung 142

Samsung Survey Atlanta Mobile 142

PYMNTS

APRIL 28, 2020

Brands are finding new ways to get in front of their customers as standard outlets like news and social media are loaded with misinformation and just plain disturbing news. We have been one of the first brands to have gone into esports at a global level, and with League of Legends we have an exclusive partnership.”.

social media 141

social media Branding Examples Marketing 141

PYMNTS

MAY 5, 2020

For online shopping the return policies range from Amazon (90 days) to Target (varied and depends on product). This can look like more flexible return policies to encourage purchasing in the short-term and alleviate customer frustrations throughout the returns experience.

Policies 185

Policies Retail Study Washington 185

South State Correspondent

JANUARY 23, 2023

ChatGPT is a powerful language model that can understand a variety of languages, including emojis, that can assist banks with increasing the productivity of bankers, improving their customer experience, automating repetitive tasks, and providing personalized financial advice to customers.

Tools 370

Tools Examples Analysis Data 370

PYMNTS

JULY 13, 2020

Account takeovers (ATOs) are a growing source of pain for financial institutions (FIs) and their customers, with losses from these attacks rising 164 percent in 2018. FIs must adopt fraud-fighting measures that are robust but do not create so much friction that legitimate customers find it difficult to access needed services.

Security 147

Security Fraud Survey Customer Experience 147

PYMNTS

MAY 26, 2017

FUEL CYCLE equips businesses to engage with customers through gamification and gamified rewards, surveys, group discussions, live chats, etc. The data collected through these online communities gives brands the insights they need to make real-time decisions that serve the commerce king: the customer.

Branding 103

Branding Community Survey Data 103

PYMNTS

DECEMBER 19, 2016

According to consumer experience analytics company ForeSee’s recently released ForeSee Experience Index (FXI), an annual survey of over 40,000 holiday shoppers measuring online, mobile and in-store experiences with the top 100 brands in the U.S., Amazon is, somewhat unsurprisingly, out on top of the pile.

Survey 100

Survey Seattle Customer Experience Maine 100

Cisco

APRIL 12, 2022

Branches are a valuable component of your brand, a physical and visible symbol of safety and security of your money. In essence it is about technology that enables and improves experience, execution, and optimization of the physical branch. This is where Cisco technology can help. Empower the branch. No latte needed.

America 109

America Customer Experience Operations Survey 109

PYMNTS

MAY 7, 2020

Surveying more than 12,000 U.S. PYMNTS’ research suggests a large portion of them have grown comfortable managing their lives online and using their homes as command centers. In the PYMNTS survey of April 27 it is unmistakable that consumers have acclimatized to the lockdown and work-from-home routines rather quickly.

Survey 141

Survey Trends Exercises Examples 141

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

PYMNTS

SEPTEMBER 21, 2020

Companies are therefore investing in solutions and strategizing how to better distinguish between legitimate customers and fraudsters taking advantage of the higher volumes of digital activity. Friendly fraud often develops around online promotions at restaurants. A Proactive Approach To Friendly Fraud. Pandemic-Driven Pivots.

Fraud 177

Fraud Mobile social media Customer Experience 177

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

AUGUST 2, 2016

The impact of online reviews is growing, according to ReviewTrackers research. More than 1 in 3 people won’t eat at a restaurant with 3-stars on online review websites like Yelp, Facebook and Google. The online review space has entered the social media era, and banks are struggling to catch up. Online Reviews Are Social Media.

Online 40

Online social media Management Compliance 40

PYMNTS

APRIL 26, 2017

In a post-Amazon, increasingly online ecosystem, personalization has become a key feature for online consumer-facing companies (and for their marketing teams). Evergage , as a personalization platform provider, understands what personalization can bring to a brand’s online experience.

Survey 109

Survey Online Marketing Data 109

PYMNTS

JULY 21, 2017

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.

Retail 137

Retail social media Customer Experience Boston 137

PYMNTS

AUGUST 3, 2016

We all know — and keep hearing almost ad nauseam — all about how the rise of online shopping is changing the very face of the retail industry and consumer habits. Online Shoppers Are Reshaping The Retail Experience,” attempts to forecast just exactly what retail might look like come 2020.

Retail 100

Retail social media Branding Online 100

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

NCR

SEPTEMBER 28, 2016

Without even leaving the couch, customers can frequent their favorite stories online, perhaps even on their mobile device. With endless options at consumers’ fingertips, encouraging brand loyalty can become the next big challenge for financial services. In turn, this enhances the customer experience. Engagement.

Mobile 40

Mobile Online Survey Video 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

Accenture

FEBRUARY 23, 2017

Digital channels now allow most banking transactions to occur online anywhere and at any time—and at a much lower cost than face-to-face interactions in branches. Yet despite salesforce transgressions at a few retail banks, a human salesforce remains a critical asset in the fight to attract and retain customers.

Training 150

Training Apple Tools Branding 150