Perficient

FEBRUARY 25, 2021

Our story so far has explored the gap between what customers expect and what brands deliver. To avoid a fall, first take stock of your firm’s customer experience and digital maturity. We often ask clients to take our CX IQ assessment , Perficient’s customer experience diagnostic. Maybe not just yet.

Meeting 309

Meeting Customer Experience Branding Leadership 309

Perficient

APRIL 14, 2022

With the rise in vaccination rates and a hopeful return to a “new normal,” it won’t be possible to put the genie back in the bottle and return to legacy operations. Data sharing relies on trust between a brand and the consumer willing to share it. New skill sets are required to operate in a digital environment.

Strategy 332

Strategy Tools Industry Customer Experience 332

NCR

APRIL 28, 2017

With the landscape shifting rapidly for the financial services industry – thanks to the rise of digital and changing consumer expectations – being able to provide a strong customer experience (CX) can be a key differentiator that helps banks stand out in a crowded and increasingly competitive market.

Customer Experience 91

Customer Experience Analytics Community User Experience 91

Perficient

SEPTEMBER 15, 2020

You can get started by mapping the customer journey, uncovering pain points and opportunities across their interactions with your brand. Then widen your inquiry to learn from your customers as they interact with brands well outside your industry. How do they address problems like the ones you’re attempting to solve?

User Experience 427

User Experience Innovation Branding Customer Experience 427

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. trillion) in 2017.

Customer Experience 80

Customer Experience Data Branding social media 80

PYMNTS

APRIL 17, 2020

To seize the opportunity to boost revenues and loyalty during this time, QSR operators are shifting their focus to digitally upgrading the drive-thru as well as other modes of off-premise ordering, such as branded mobile apps and third-party delivery aggregators. The experience also enables customers to reorder by voice.

Customer Experience 167

Customer Experience Operations Technology Branding 167

Perficient

APRIL 4, 2022

1) Know Me – Data & Analytics Relevant to the Customer. 3) Tell Me – Authentic, Relevant Brand Messages and Experiences. Perficient’s offerings enable insurance companies to innovate and deliver products and services through superior and personalized mobile, online, phone, and in-person experiences.

Mobile 294

Mobile Survey User Experience Analytics 294

South State Correspondent

OCTOBER 12, 2022

The Problem with Measuring Customer Service. Of course, some banks do define customer service and do measure it. If done right, it can not only be a proxy for the customer experience but can provide insight into where to improve. Which customer service activities increase loyalty, and which don’t?

Study 195

Study Examples Branding Survey 195

Accenture

SEPTEMBER 30, 2019

It’s no secret that the big tech companies—especially the ‘GAFA’ of Google, Amazon, Facebook and Apple—are using data to personalise and target offers to customers, and getting better returns as a result. Subway has rebuilt its operating model to continuously run tests on customer experiences to optimise the journey of purchasing a sandwich.¹

Data 150

Data Customer Experience Analytics Case Study 150

Cisco

JANUARY 26, 2022

Incumbent financial institutions continue to build trust- based relationships through the expertise of their financial professionals while pursuing digitization to optimize customer experience and improve operational efficiency. Integrate Human + Digital Experiences. Digitize Core Businesses End-to-End.

Meeting 100

Meeting Customer Experience Study Tools 100

Perficient

FEBRUARY 17, 2023

In the first two blogs in this series, Getting Started On Embedded Finance and Embedded Finance: Bolstering Brand Experiences, we defined embedded finance and looked at the goals and strategies that firms should take at the outset of their modern embedded finance journey, as well as how and why firms should consider getting embedded banking.

San Francisco 275

San Francisco Cards Online Payments 275

PYMNTS

MARCH 9, 2020

Aside from the funny name, technically it’s a digital architecture that separates the back end and front end of a retail website to optimize search results, customer experience and the purchase journey. According to the same study , 62 percent of top retailers believe headless commerce can improve conversions and consumer engagement.

Retail 208

Retail User Experience Study UX 208

PYMNTS

MAY 5, 2020

According to an Optoro consumer survey, we found that typically 97 percent of shoppers would continue to shop at a retailer/brand if they had a positive returns experience. A new study from Carnegie Mellon University found that liberal return policies can result in an improved customer experience, especially for omnichannel retail.

Policies 185

Policies Retail Study Washington 185

PYMNTS

MAY 5, 2020

percent of consumers shop for retail goods online more often than they did on March 6, the first day of our study, and that continues to climb — up 10.5 For example shipping specialist Optoro announced a strategic partnership this morning with Returnly , which focuses on digital return experiences and post-purchase payments.

Florida 205

Florida Retail Tampa Customer Experience 205

PYMNTS

DECEMBER 21, 2020

Rich Stuppy, chief customer experience officer at Kount, told PYMNTS that his company’s platform is armed to repel this new wave of digital dining devils. Kount Control applies protection, policy customization and reporting to give restaurants [a] complete [safeguard against] account takeover,” he said.

Mobile 151

Mobile Fraud Policies Study 151

PYMNTS

JANUARY 27, 2021

The friction inherent in the basic operations of many healthcare services — from complex payment processing methods to inconsistent appointment management practices — became more salient against the backdrop of the pandemic. Patients have begun to see their entire healthcare experience through the eyes of a paying customer.

Payments 263

Payments Data Survey Report 263

PYMNTS

OCTOBER 16, 2018

Seven in ten – 70 percent – of McDonald’s locations in Texas, Florida and Maryland have self-service kiosks available for customer use. With the addition of kiosks, McDonald’s is focusing on customer experience and choice. According to one study, consumers spend 30 percent more when ordering through self-service kiosks.

Innovation 183

Innovation Mobile Branding Maryland 183

PYMNTS

JULY 28, 2017

With 100,000 branded chatbots and growing on Facebook Messenger alone, it doesn’t appear that chatbots have any intention of going away any time soon. As such, it’s important to explore whether or not integrating chatbots into companies is having a positive or negative effect on its operations.

Retail 179

Retail Case Study Customer Experience Technology 179

Insights on Business

FEBRUARY 13, 2019

Next is a digital bank, completely disassociated from the Bradesco brand. They use the Bradesco infrastructure, but they operate in parallel. They studied Instagram, WhatsApp, iFood, Apple, Facebook, Amazon Customer Experience, and Uber to learn how to integrate into a digital minded audience.

Albuquerque 152

Albuquerque Digital Banking Millennials social media 152

PYMNTS

SEPTEMBER 30, 2019

The latest Payments and the Platform Economy study examines how marketplaces are responding to the counterfeit threat as well as how they are continuing to innovate the customer experience. According to the 2018 Global Brand Counterfeiting Report , luxury fashion brands are a favored target. In the U.S.

Online 101

Online Fraud Branding social media 101

Gonzobanker

JUNE 25, 2021

So hats off to executives at community-based institutions who, according to Cornerstone Advisors’ What’s Going On In Banking 2021 study, said improving customer experience and service delivery was their No. These tips can help executives manage – and keep – the people so critical to customer care. Technology.

Customer Experience 105

Customer Experience Fraud Policies Training 105

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 26, 2019

Bensen also trains its proprietary natural language processing technology based on the menu data restaurants give them, and works with those restaurants to develop a tone of experience, ensuring the system’s responses are coherent with the client’s brand image. The Voice AI Market.

Technology 121

Technology Maine Study Google 121

PYMNTS

SEPTEMBER 18, 2019

In the latest Payments And The Platform Economy Playbook , PYMNTS looks at how marketplaces are responding to the counterfeit threat as well as how they are continuing to innovate the customer experience. What’s New in the Platform Economy. eCommerce giant Amazon is even experiencing counterfeit product challenges. Counterfeit Problem.

Online 126

Online Case Study Branding Fraud 126

FICO

MAY 15, 2023

“With the pandemic, the world underwent rapid changes, and we realized that customers were seeking out digital experiences that were tailored to their needs and offered convenience,” said Steven Horbury, credit and affordability head of customer operations at AGL. “As

Payments 52

Payments Video Customer Experience social media 52

PYMNTS

OCTOBER 23, 2020

"We’re thrilled to continue expanding in the Southwest, and we take great pride in reaching this milestone as we open our first Arizona stores,” Aldi Group Director of Operations and Logistics Tom Cindel noted. The latest IPSOS grocery study is out, and it names Walmart , Sam’s Club and H-E-B were as the top-performing U.S.

Arizona 170

Arizona Chicago Georgia Phoenix 170

PYMNTS

JUNE 12, 2019

One example in retail and payments is tech incubators — specifically, those run by specific companies and brands, a trend that shows signs of growing even more in the 2020s (which, let us remind you, are only a few months away). LISNR Case Study. Customer Journey. Other Efforts.

Innovation 192

Innovation Retail Metro Case Study 192

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

DECEMBER 7, 2017

Panera Bread, which operates 2,024 locations in the U.S. The Google integration further decreases the amount of time it takes to get orders ready for the customers. According to studies conducted by Panera Bread, voice-activated ordering is, “in many cases, more than 80 percent faster than a traditional app order.”.

St. Louis 113

St. Louis Google Mobile Missouri 113

PYMNTS

JULY 26, 2016

But how can real-time data, real-time tracking and real-time interaction with the customer actually lead to better business results? In a webinar earlier this month that asked the question “How Can Real-Time Decisions Improve the Customer Experience?”

Analytics 100

Analytics Customer Experience Fraud Case Study 100

Perficient

JANUARY 7, 2021

I recently interviewed Gary Johnson, a delivery director at Perficient who has worked with various automotive brands. They had to change the way they operate with new social distancing guidelines. They also found that the customer experience is often just as good, if not better. No one knew what to make of it.

Marketing 309

Marketing Industry Mobile Massachusetts 309

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

Perficient

MAY 21, 2021

In her first semester at Southwest Minnesota State University, she majored in Computer Science and learned quite a lot about terminals, using Jedit, and also learned about gates and machine languages operating off binary numbers. Christina is always finding new ways of using her creativity to inspire others. Bright Paths Project: Plenti.

Milwaukee 348

Milwaukee Software Course Detroit 348

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

FEBRUARY 24, 2017

Brand exposure. The ATM channel offers a way for FIs to improve their brand exposure in areas that are hard to reach, or where they are not willing to consider a larger investment such as a branch. Offering unrivalled portability, ATMs operate everywhere from the Swiss Alps to the Antarctic. ” New customer experiences.

ATM 85

ATM Customer Experience Examples Innovation 85

PYMNTS

OCTOBER 30, 2019

We’re in a rapidly changing industry,” Celeste Kier said, senior vice president and marketing and customer experience director for ESL. Non-financial institutions are offering [financial] services to our customers. We’re currently building out a data warehouse to store data from all of our systems,” Kier said. “We

New York 100

New York System Trends Data 100

PYMNTS

SEPTEMBER 27, 2017

Trying to compete on price would bring retailers ever more directly into Amazon’s line of fire, while crippling the in-store customer experience. That experience still reflects a certain culture and an element of what Yatskan called “immersion.” The advent of omnichannel seeks to serve customers wherever they are.

Retail 104

Retail Branding Online Examples 104