The Future of Customer Experience: Top 10 Trends for 2018 and Beyond (Infographic)

PYMNTS

Over the recent years customer experience has dramatically grown in value to supersede product quality and price. Companies that deliver outstanding customer experience can truly win over the competition, retain more loyal customers and improve their bottom line.

How AI can improve the customer experience

Mobile Payments Today

Artificial intelligence has emerged as one of the most powerful tools for improving the customer experience, but retailers must be willing to accept operational change once they embark on their AI journeys

Extreme Customer Experience Makeover

Perficient Financial Servies

Today’s organizations are transforming their entire business – from strategy to operations, technology to culture – to better deliver value to their customers. What Do You Think of When You Think of Customer Experience? Human interaction between employees or customers?

Customer Experience in Financial Services

Celent Banking

Customer Stories. Experience Recovery. These are a handful of the topics discussed at this week’s Customer Experience for Financial Services (CXFS) Conference, organized by Worldwide Business Research in Charlotte, NC. Service Design. Journey Maps. Mood Boards.

How a wearable changed the customer experience for Carnival Cruise

Mobile Payments Today

John Padgett, Carnival Cruise chief experience and innovation officer, outlined the company’s digital and guest-centric strategy in a keynote at the recent ICX Summit conference

Blending the digital and branch customer experience

Accenture

The digital experience has become one of the most important places for growth and innovation within banking, but as continue to move more digitally, many banks are asking themselves how should in-person, physical experience be evolved. Everyday Bank Featured digital customer experienc

Initiating Digital Transformation of the Customer Experience

Accenture

We are living in the “Age of the Customer,” when technology and economic forces have put customers in control of their interactions with businesses. Everyday Bank Featured Banking customer experience digital innovation in banking Digital Transformation in BankingA recent study of nearly 400 global decision-makers — commissioned by Accenture and conducted by Forrester. Read more.

Mobile payments can redefine the customer experience for unattended retail

Mobile Payments Today

One of the best-attended educational sessions at the recent National Automatic Merchandising Association show in Las Vegas focused on how payment technology innovations — namely mobile payments — are impacting customer expectations

Automation Offers Hospitality Businesses Instant Control Over Customer Experience

PYMNTS

Automation is giving hospitality businesses and the restaurant industry across the country instant control over internal processes, as well as the customer’s overall experience. It’s a one-stop shop for total control, enabling you and your staff to improve the customer experience.”. And the best systems can be automated with customized ‘events,’ making facility management easier than ever.”. Any event can be customized for a restaurant manager’s use.”.

How payments innovation actually hinders the customer experience

Mobile Payments Today

New technology and innovation is changing the way consumers want to pay, but the increasingly rapid pace of change also creates challenges and vulnerabilities for self-service equipment providers

Umpqua Bank reimagines the customer experience

Mobile Payments Today

At last week's Bank Customer Experience Summit in Chicago, Brian Read explained how his bank integrates itself into the surrounding community

Are today’s banking customer experiences meeting mass affluents’ needs?

Accenture

To continue to meet their needs and grow potential new revenue, banks cannot rest on business-as-usual banking customer experiences. Everyday Bank Featured Banking customer experience mass affluent banking millennial banking

Oracle Rolls Out AI For Customer Experience Cloud Suite

PYMNTS

Oracle, the software company, is getting into the artificial intelligence market, announcing a bunch of AI-focused capabilities for its Customer Experience Cloud Suite. According to a report in TechCrunch , the new enhancements are aimed at providing users with better, faster and more customized experiences. With the AI enhancements, Oracle is aiming to bring more automation and machine learning to tasks which are fueled by the data customers’ clouds are collecting.

Is the banking customer experience really being served by self-service banking?

Accenture

But who are the real winners—banks or customers? Everyday Bank Featured Banking customer experienceA self-service revolution is sweeping retail banking. This new level of banking self-service is a reality thanks to digital technologies.

Klarna: Financing Better Customer Experiences

PYMNTS

Brian Billingsley, CEO North America at Klarna , joined Karen Webster to discuss those partnerships and the benefits that it believes its more streamlined financing options can bring to the consumer purchasing experience. GhostBed customers are now presented with two Klarna financing options at checkout along with the ability to purchase using their existing credit or debit card.

Banking customer experience: Agile banks connect to people’s life moments

Accenture

Retail banks cannot rely on traditional distribution and marketing models to deliver the banking customer experience that people demand today. Truly knowing customers Enter agile banks. Future of Banking Featured Banking customer experience

The new battleground in banking customer experience: Payments loyalty and rewards

Accenture

But incentives like these do not guarantee lasting customer loyalty for payment. Everyday Bank Featured digital payments Banking customer experience

Bank Customer Experience Summit slated for September

Mobile Payments Today

The two-day event caters to bankers who want to transform their FI's culture, technology and environment in order to reach and retain a new generation of retail customers

Title Nine Boosts Its Brand, Customer Experience

PYMNTS

Developing a cohesive environment where both customers feel a sense of community and the website brand matches that can be a challenge. The retailer’s website has now upgraded its website for enhanced functionality, product content, personalized selling tools, improved checkout processes and a heightened mobile experience. With these upgrades, Title Nine is hoping to increase conversion rates and satisfy customer interactions.

Peer-to-peer engagement: The banking customer experience that Millennials crave

Accenture

How can banks deliver a banking customer experience to win Millennial customers? Uncategorized Featured Banking customer experienceThis is a million-dollar question for many retail banks as the Millennial generation’s influence and share of consumer spending grows.

Improving Customer Experience Through Digital Reinvention

Insights on Business

Customers, in huge and growing numbers, no longer want transactions. They are buying experiences. According to research done by the IBM Institute for Business Value in 2016, 60 percent of global CEOs are expecting more competition from outside their industry; 81 percent of global CEOs want to use technology to develop stronger customer relationships; and 54 percent of global executives believe that customer buying behavior is shifting from products and services to experiences.

Banking customer experience: What every bank needs to know about 55+ consumers

Accenture

Everyday Bank Featured Banking customer experienceMillennials get most of the attention these days in retail banking, yet there is a lot to say about 55+ consumers too. A generation at a turning point These consumers are at a unique moment in their financial lives. Those. Read more.

Intel's drive to redefine the customer experience is all about technology

Mobile Payments Today

Christie Rice, director of the worldwide global digital signage and interactive kiosk segment for the Internet of Things Group at Intel, talks about her company's work with so many of the technologies that enable interactive customer experiences of today — and tomorrow

Mind the gap: Why education and customer experience are key in home equity lending

Accenture

Uncategorized digital Featured Customer ExperienceA recent Accenture survey reveals a paradox in home equity lending in North America. While 92 percent of consumers do some research when applying for a home equity loan, borrowers are still confused about critical loan characteristics.

Why mobile is playing a starring role in creating a better customer experience

Mobile Payments Today

Every retailer and restaurant is going mobile or has gone mobile but a successful strategy to meld it with the physical customer experience takes work. Lots of work

FSS AadhaarPay wins Best in Bank Customer Experience Award

Mobile Payments Today

FSS AadhaarPay, a biometric-enabled merchant payment acceptance solution, designed to support the Indian Government’s Digital Payments initiative to improve digital payment infrastructure in the country, has won the Best Mobile Experience (International Fintech) provider award at the Best in Bank Customer Experience Summit at Chicago, USA

The IoT finding its role in boosting customer experience

Mobile Payments Today

Defining Internet of Things as intelligent interaction between humans and things to exchange information is easy enough, but assessing how and where IoT is playing, or should play, within the retail customer experience is a bit more difficult

The 'ultimate bank customer experience': Are we there yet?

Mobile Payments Today

At the BCX Summit, CarrieAnne Cormier of Avidia Bank talked about the importance of serving customers with the right balance of high-tech and high-touch

All Your Customers Want for the New Year is a Good Customer Experience

Mobile Payments Today

Everyone’s mind is on making the holiday experience perfect. As such, customers and companies alike are extra sensitive to their customer experience (CX). The winter holiday season is such a great time to be with family and friends.

Banks wrestle with providing the best customer experience

Mobile Payments Today

Stormy Mauri, vice president and product manager at Washington Trust Bank, talks about the challenges banks face going forward

5 things banks need to do to boost customer experience

Banking

This is the finding of a recent report, Improving the Customer Experience in Banking , from The Financial Brand and Deluxe. Digital is now a key channel for any bank, yet many FIs remain focused on cutting costs in this area rather than factors such as boosting user experience.

End-to-end digitization – the key to outstanding customer experience?

Banking

For every financial services provider operating today, digital technologies and channels are a key part of the mission to deliver the highest possible standard of customer experience. In a KPMG survey of bank chief executives in the US, 59 percent of respondents said they are not leveraging digital technologies to connect to their customers as effectively as possible. Improving customer engagement and experience is one of the key goals of these investments.

NRF BIG Show focused on enhancing customer experiences

Mobile Payments Today

This renewed focus on the customer experience comes at a time when the smartphone, wearables and the Internet of Things become more relevant to consumers and retailers

Branch transformation: Optimizing customer experiences

Banking

Or rather – do they need to acknowledge that their customers buy from highly knowledgeable, trained staff – and that a ‘differentiated consumer experience’ is much more than comfy couches, cool looking art and the growing list of hi-tech in-store “toys”?

Talking With: Verifone chief Joe Mach about the digital in-store customer experience

Mobile Payments Today

Verifone North America President Joe Mach shares insight on what retailers are doing, the big trends in play with customer experience and how consumers are spurring trends and retail customer experience strategies

How Can Real-Time Decisions Improve the Customer Experience?

PYMNTS

With so much data available, is your organization harnessing it in the most efficient way in order to truly reap all the benefits of big data including driving innovation and improving the customer experience? Not only do real-time analytics improve the customer experience, but they also provide more consistent and compliant operations — just in time as the regulatory requirements of many services and industries are increasing.

How Uber and Capital One embedded loyalty into the customer experience

BankNXT

JP Nicols talks to Lauren Liss from Capital One about loyalty, payment experiences and leveraging Uber. How Uber and Capital One embedded loyalty into the customer experience on BankNXT. Payments UX Capital One customer experience innovation interview JP Nicols marketing Uber

Watch highlights from this year's Bank Customer Experience Summit

Mobile Payments Today

Bank executives gathered in Chicago last month to listen to keynotes and panels about evolving consumers' expectations when it comes to their banking relationships

Mastering the Art of Data and Analytics to Transform Customer Experience

Perficient Financial Servies

It’s no secret that the reason why some companies are more successful than others comes down to one thing: these firms prioritize understanding their customers to meet their rising expectations. According to Salesforce , 75 percent of consumers expect a consistent experience wherever they engage, whether it’s on a website, social media, mobile or in person. These facts illustrate the need to become customer-obsessed or risk disruption. “Art is never finished.

Customer experience challenges in the EMV rollout

ZootBlog

The irony here is that chip cards are supposed to be more secure in card-present situations and yet in this instance the customer’s information, including card number and security code, was now written on a piece of paper. Customer Experience Technology customer experience EMV Mobile Wallet