Why The Customer Experience Is A Program, Not A Project
PYMNTS
SEPTEMBER 17, 2020
Call it the transformation of CX, shorthand for the customer experience. It’s not enough that the CX be secure — though that’s critically important, of course.
Crafting The Better B2B ‘Customer’ Experience
PYMNTS
OCTOBER 6, 2020
That includes digitizing sales and marketing efforts, which of course had in the past been done face to face. That’s good for sales and marketing reps who may be worried about disintermediation — and, according to Uphoff, whose success can also be measured in terms of how many customers they are able to convert to paying digitally.
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Oracle: What’s Old Is New Again For B2B Customer Experience
PYMNTS
AUGUST 6, 2019
Allow us at PYMNTS to do our own small part in that ongoing effort, and apply that quote to the world of B2B customer experience — and the never-ending push to build a better digital ecosystem around that concept. A robust, predictive and personal customer experience (CX), arguably, is becoming the name of the game. “CX
Creating The Right Customer Experiences
PYMNTS
JULY 2, 2019
And, of course, the rules can change rapidly, and what does and doesn’t make a good experience shifts accordingly. With so many options and changes, the challenge lies not in building a good customer experience, but in building a bunch of them. billion: Number of daily active users Facebook reported in Q2 2017. $1
Perficient’s Banking & Insurance Client Executive Featured in Nuxeo’s New Podcast
Perficient
JUNE 24, 2020
He interviews people across the spectrum, from practitioners to analysts to industry thought leaders, and explores various topics including innovation, technology, and customer experience. In the newest episode, Sean shared some anecdotes and his thoughts on customer experience in the financial services industry.
3 Fundamentals Every Digital Strategy (Still) Needs
Perficient
SEPTEMBER 10, 2020
Becoming digital is the best way to keep pace with changing market realities and customer expectations. Of course with great power comes great responsibility — so you’d better spend wisely. This collective yearning should be no surprise, of course, with COVID laying bare so many of our vulnerabilities.
Were online customers more satisfied during the COVID-19 pandemic?
Perficient
DECEMBER 30, 2020
Other companies who were late to creating digital customer experiences suffered as people stayed away from traditional stores and shopped online. But even the best companies struggled to keep customer satisfaction levels high during 2020. This customer satisfaction data highlights the need to get digital transformation right.
Online 
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Evolving Traditional Technologies Toward CX
Perficient
OCTOBER 13, 2020
Contact Centers are, of course, a traditional aspect of companies and historically where and how those companies seek to interact with their customers. As this continued, along with businesses’ desires to prioritize customer relationships over their lifetimes, the value of overall customer experience (CX) has become paramount.
Technology 340
340 
Embracing Change & Other Insurance Trends We’re Forecasting for 2023
Perficient
FEBRUARY 22, 2023
All I can do is hopefully lay out some ideas and concepts to help you and your teams make the decisions that are best for your organization and your specific challenges, whether they be in customer experience, innovation, claims, data usage, etc. Research has shown that number for some to be around 98%.
Trends 275
275 
Are You on the Right Path to Customer Experience Maturity?
FICO
MAY 19, 2016
In my last post, I discussed the eight disciplines critical for companies looking to improve their maturity in managing customer experience. The post Are You on the Right Path to Customer Experience Maturity? With increased maturity comes a sustainable competitive advantage that is hard to duplicate.
Walmart's complex payments a crash course for new merchant lobby chief
Payments Source
AUGUST 30, 2018
New Merchant Advisory Group chief John Drechny will push open standards for payments acceptance and security technology that doesn't impact customer experience.
Course 63
63 
Empowering Your Financial Advisors With Salesforce
Perficient
DECEMBER 1, 2022
Through Salesforce, of course! All of this contributes to higher ROI and elevated customer experiences, which work in tandem to boost brand reputation and loyalty. Here is an example scenario in which a financial advisor equipped with Salesforce was able to better target a client while maintaining regulatory compliance.
Taxes 294
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Kount, FreedomPay Join Forces To Offer Payments Platform, Fraud Prevention Package
PYMNTS
DECEMBER 17, 2020
Fraud protection specialist Kount and Philadelphia-based payments platform FreedomPay are teaming up to offer “an integrated, complete solution to enable international expansion with fraud-free payments and frictionless customer” experiences. Before, they were limited to one or two areas. Today, they’re pretty much everywhere.”.
Fraud 174
174 
[Podcast] What If? So What? Episode 4: What if Every Brand Went Direct to Consumer?
Perficient
FEBRUARY 24, 2021
Over the course of nearly a decade at General Electric, he reinvented the company’s sprawling appliances division, devising ways to grow share and profitability, all the while competing against an ever-increasing number of entrants. Episode Guest Profile.
Branding 441
441 
FICO World 23: Unleashing the Power of FICO Platform
FICO
MAY 17, 2023
FICO is on a mission to unlock the potential of Applied Intelligence and create a connected end-to-end customer experience. But of course, it didn’t. Digital Transformation: Across industries, optimizing customer experiences through digital transformation is a common challenge. That was before the pandemic.
Customer Data Management Challenges in Financial Services
Perficient
NOVEMBER 30, 2020
It needs to address integrating identifiers across available touchpoints and devices, customer preferences and interests, data sources that include first-, second-, and third-party data. To become more data-driven and personalize customer interactions, you need to address three key data management trends: volume, ubiquity, and user demands.
Management 309
309 
Red Hat: Open-Source Software Poised To Play A Bigger Payments Role
PYMNTS
DECEMBER 26, 2019
Such cloud-based initiatives can include mobile-enabled ATMs , where authentication takes place before the user even gets to the machine itself, and speeds up transactions (while, of course, reducing the steps needed to get cash in hand). Contactless payments also stand as another area of focus, especially in the U.S. Security Concerns.
Software 132
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PYMNTS Ranks The Shopping Apps
PYMNTS
JULY 16, 2020
That’s just an expression, of course. Shopping apps are blowing up as the biggest name in retailing and brand marketing turn mobile commerce into customer experience gold. There are plans to make and things to buy, and in summer 2020, people are buying online like it’s going out of business.
eBay Takes Control Of Its Payments Destiny
PYMNTS
JANUARY 31, 2018
In what was described by eBay as an effort to improve customer experience and offer sellers a more competitive cost structure, eBay announced news on Wednesday (Jan. The long-tailed nature of the project signals a step up in investment, of course.
Payments 149
149 Improving the Banking Customer Relationship: One Simple, Non-Technical Solution
Celent Banking
MAY 8, 2017
We’ve seen that banks are focusing intensely on the customer experience, and very often they’re using technology to try to make that happen, whether it’s through predictive analytics, bots, or new branches. The answers are, of course, United and Southwest, respectively. Southwest or United?
EMV’s Delay Has Been The Convenience Store’s Innovation Gain
PYMNTS
OCTOBER 1, 2019
No matter what happens with the deadline (one can expect bigger operators to generally meet it, while a good number of mom-and-pop operations will not, he said), the new date provides fresh opportunity for convenience stores and gas stations to become better at customer experience and engagement. LISNR Offering.
Innovation 167
167 
Deep Dive: How Rewards Programs Can Fuel Customer Spending
PYMNTS
JANUARY 26, 2021
The coffee giant has built a loyal customer base over the course of 13 years, leveraging data it gathers from its customers’ ordering and payments preferences. . Customized Rewards Are Key To More Sales . Its users earn “stars” that can be traded for free drinks, food and merchandise.
Seattle 266
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Payment Orchestration Platforms Conduct Business
PYMNTS
MAY 4, 2020
The inaugural edition of the Payments Powering the Platform Economy Report , a collaboration of PYMNTS and Payoneer , offers an in-depth examination of how tailoring payments to geographic markets helps online sellers connect customers with goods during periods of upheaval, or in the regular course of business.
Payments 130
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Healthcare Distribution & Manufacturing Companies Will Have Another Record Year in 2021
Perficient
NOVEMBER 23, 2020
If your commerce platform allows, you can then mold and shift the experience they see based upon their selection. This is important for all customers, of course, but with new customers, the calls to action should be clear, intuitive, and aligned with where this prospect is in the buying process. Key Call to Actions.
Company 354
354 
Brian Bell Navigates the Evolving Insurance Space to Provide Maximum Client Value Across Industries
Perficient
NOVEMBER 21, 2023
Many of my conversations and learnings from this year’s ITC event involve agent systems and ecosystems, embedded insurance, and – of course, the hot, new topic for 2023 – generative AI. Personalized Experiences Across the Ecosystem We are looking at a lot of different technologies and platforms to help enable personalization.
Industry 221
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Solve This Problem with Your Strategic Horizon
South State Correspondent
MARCH 14, 2024
Bank management should, of course, strive to increase cash flow as soon as possible. However, this, of course, is a balancing act, and not making a long-term investment is likely to be the riskiest move a bank can make. Increasing loans by 7%, providing a better customer experience or growing deposits is far from strategic.
Innovation 195
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What makes you think?
Insights on Business
FEBRUARY 26, 2018
It’s clear: Customer Experience is the battleground for banks, insurance, and financial services companies. Pressures from fintech competitors, regulators, cybercriminals threaten the relationships incumbent banks have built with their customers. Watch the video. So this March, IBM is asking: What makes you think?
Las Vegas 122
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90 minutes a year in a branch versus 45 hours on an app
Chris Skinner
JUNE 19, 2017
We had a great meeting of the Financial Services Club this week with guest keynote Derek White, Global Head of Customer Solutions for BBVA reporting directly to the CEO, Carlos Torres Vila. He gave an insightful presentation around how the world is changing, and how banks are moving from the age of brick to glass to air.
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Visa’s Former Innovation Chief, Jim McCarthy, To Begin Position As President At i2c
PYMNTS
MARCH 2, 2020
There is no lack of good ideas in financial services, nor is there a lack of enthusiasm for putting them in place and enhancing the customer experience among banks and other financial service providers. An ever-larger number of players in the consumer ecosystem are recognizing the need to custom-fit payment modalities to services.
Innovation 165
165 
New NACHA Rule Could Catch Payment Processors, Merchants, FIs Off-Guard
PYMNTS
MAY 10, 2019
Among the highest ideals for digital payments – driving innovation in transactions and customer experience – is, of course, the concept of seamlessness. Quick and secure ID and account validation , of course, is all the rage in digital payments and commerce. Quick, Secure Validation.
Payments 178
178 
4 Ways Financial Institutions Can Help Their Customers Navigate Inflation
Perficient
OCTOBER 26, 2022
Financial firms cannot singlehandedly control inflation, of course, but they can position themselves as knowledgeable partners that customers can depend on to be in their corner. Here are four ways financial institutions can better support struggling customers during periods of high inflation: 1.
Data 275
275 
Lindsay LaNore: All in. All heart.
Independent Banker
MARCH 31, 2022
Our experiences influence our mindsets, our ideas shift paradigms and our vision sets the course for our banks, teams and communities far into the future. Spending extra time with a customer to give them an exceptional experience. Taking an all-in approach positively affects outcomes and helps to light the path forward.
San Antonio 162
162 
Today In Payments: Inspire Brands To Buy Dunkin' For $11.3B; US Personal Income Increase Beats Forecasts
PYMNTS
NOVEMBER 2, 2020
The acquisition will extend Dunkin’s skills in mobile tech to its larger brand base, with the goal of building a better customer experience and loyalty offerings. After speculations last week, private equity-backed Inspire Brands will buy Dunkin' and bring it private for $11.3 US Personal Income Increase Beats Forecasts.
Branding 131
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Despite Security Concerns, Amazon Pay VP Declares Voice Payments Are Next Big Wave
PYMNTS
JUNE 4, 2019
Gauthier said that through a survey, Amazon Pay found that about 40 percent of people would use voice assistants over the course of the next three years. We are exploring how to augment the customer experience before, during and after the purchase,” Gauthier said. The potential is phenomenal,” Gauthier said.
Security 145
145 
How Can Financial Services Institutions Better Support Women? – An International Women’s Day Blog
Perficient
MARCH 8, 2023
The program has 10 courses in topics including business finance, digital marketing, and innovation strategy. This program strives to provide “women entrepreneurs around the world with business and management education, mentoring and networking, and access to capital.”
Helping SMBs Profit From A Decidedly Different 2020 Holiday-Shopping Season
PYMNTS
SEPTEMBER 28, 2020
But as they look to be successful this year, they need to make sure that they’re embracing these digital tools and making sure this customer experience is top notch.”. Of course, that’s easy to say but harder to do when the imperative to go digital doesn’t come with a built-in roadmap for Main Street SMBs.
Fraud 236
236 
7-Eleven In Canada To Accept WeChat Pay, Alipay
PYMNTS
NOVEMBER 26, 2018
The company said it has plans to expand to more stores during the course of the next few months. 7-Eleven is redefining convenience for our customers across the globe, which includes providing mobile payment solutions,” Gurmeet Singh, chief digital officer and chief information officer of 7-Eleven, said in the press release.
Mobile 139
139 
10 Lessons From The Small Business Banking Conference
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. Other banks focused on the customer experience, while others looked at technology that enhanced cross-selling.
Conference 195
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Visa Launches Advanced Identity Score To Help FIs Fight Application Fraud
PYMNTS
JUNE 22, 2020
A poor customer experience can cause FIs and enterprises to lose customers, of course. And for the customers, there’s the rabbit hole of trying to prove that the bad guys co-opted their names, social security numbers and other data.
Fraud 193
193 
2020 To Mark A Turning Point At The Point of Sale
PYMNTS
DECEMBER 31, 2019
The time frame, of course, is somewhat short. is ahead of the issuing [financial institutions (FIs)], as merchants look to speed up their lines for a better customer experience,” said Fagan. That next generation would be millennials and Gen Z, of course. In another separate prediction, Linda Kirkpatrick, EVP of U.S.
eBook 170
170 
How Pharmacies Are Driving Retail Innovation
PYMNTS
DECEMBER 11, 2019
The nearly universal need for medication and other remedies is driving retail innovation via the pharmacy sector — and that includes the area of customer experience. One of the keys of the commerce game these days is providing a deeper customer experience, and that holds true when it comes to healthcare retail.
Retail 132
132 
Business Models Drive Integrated Payments Innovation
PYMNTS
MARCH 24, 2020
To integrate payments in the most efficient way, it, of course, helps to define what integrated payments actually mean, across a constantly shifting payments ecosystem. Determining a company’s main motivation is especially important since the lines between payments monetization and customer experience continue to blur.
Innovation 141
141 
How Banks Can Compete With FinTechs Under PSD2
PYMNTS
JUNE 25, 2019
Banks feel threatened that they’re going to lose the customer experience layer, which may gradually move to the third parties,” Zachariadis noted. The third parties will [then] have a lot of the information that we hold [and give] to the end customers.
Fintech 122
122 
As Pizza Hut Struggles, QSRs Grapple With Delivery Investments
PYMNTS
FEBRUARY 21, 2020
As Pizza Hut stumbles financially and Domino’s races ahead, the commitment to the customer experience is under a microscope, and home delivery is a critical element of that experience. Of course, third-party delivery services like Seamless and DoorDash are an option. And fees vary depending on the delivery service.
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