PYMNTS

DECEMBER 22, 2020

It's no secret that restaurants have been hurting since the pandemic caused a seismic, almost-overnight shift in their customer engagement strategies. The past year has proved to be challenging and at times perilous for QSRs as they work to take all facets of their operations digital.

Customer Experience 162

Customer Experience Tools New York Strategy 162

Perficient

FEBRUARY 9, 2021

Understanding the technology systems the enable these fulfillment methods are important for successfully driving positive, enhanced customer experiences, and retailers need to rely on omnichannel fulfillment as a main source of delivery for seamless customer buying experiences, even in post-COVID-19.

Retail 506

Retail Customer Experience Strategy Maine 506

Celent Banking

SEPTEMBER 30, 2015

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. But as one presenter stated, having more VoC channels doesn’t automatically result in a better customer experience.

Customer Experience 100

Customer Experience social media Charlotte Conference 100

Perficient

JANUARY 25, 2023

2023 has commenced, and rates are climbing, inflation is bubbling, and banking customers are continuing to demand hyper-personalized products and experiences from their institutions. Banks are focused on efficiency initiatives to optimize their operations and lower costs. User experience.

Banking Trends 474

Banking Trends Trends United States FDIC 474

PYMNTS

MAY 2, 2017

Mastercard today announced the appointment of CIO Ed McLaughlin to president, Operations and Technology. In this space, customer experience is more important than ever. Everyone likes to talk about the T in operations and technology,” McLaughlin said. India, for example, is a huge market for Mastercard.

Operations 109

Operations Technology Examples Mobile 109

PYMNTS

JANUARY 30, 2020

The banking industry is increasingly favoring self-service, as customers making transactions grow to prefer tellerless ATM and kiosk interactions. BMO Harris Bank , originally founded in 1817 as the first bank in Canada, is one such example. BMO has implemented several new technologies as part of its digital transformation.

Operations 152

Operations ATM Cards Case Study 152

PYMNTS

JANUARY 22, 2020

Three words are driving dramatic technological changes in the fast food space: quality, convenience and speed. QSR customers expect quality food and their preferred payment methods, and they want those things immediately. A report found that 29 percent of restaurant operators think they are lagging in adopting technology.

Technology 146

Technology Operations System Cards 146

Perficient

SEPTEMBER 29, 2022

Embedded finance is the “embedding” of payment or banking software into non-financial services companies’ operations. Uber is one of the most prominent examples of a company reaping the benefits of the convenience posed through embedded finance experiences. The Technology Behind Embedded Finance . Use Cases .

Customer Experience 294

Customer Experience Software Cards Data 294

Abrigo

SEPTEMBER 9, 2019

The same is true of financial institutions when they consider technology investments to transform their lending and credit operations. Many banks and credit unions are operating with legacy systems – whether legacy IT or legacy processes. It will also be able to enlist the vendor’s help in leveraging the technology.

Technology 150

Technology Lending Software Customer Experience 150

Perficient

SEPTEMBER 28, 2020

We believe that there tends to be a gap in strategy when a business strategy meets the operational elements. In other words, how to create your plan by making critical decisions from a business and technology standpoint. Decide: Make operations and technology decisions that align with your defined customer experience and plan.

Strategy 309

Strategy Tools Operations Customer Experience 309

Perficient

OCTOBER 20, 2020

Businesses Must Shift to Automated and Intelligent Technology. In fact, 61% of businesses see an increase in customer loyalty , as well as gain other benefits such as increased revenue and profit margin, and higher inventory turnover levels due to complete supply chain transparency. More Information and Resources.

System 324

System How To Customer Experience Meeting 324

Insights on Business

JANUARY 10, 2017

Examples are manifold. For traditional businesses, adapting to this trend involves fundamentally reinventing strategy, operations and technology. Strategically, digitally reinvented businesses maintain an overarching focus on experience rather than production. The fuel for digital reinvention is data.

Customer Experience 87

Customer Experience social media Video Innovation 87

Perficient

MAY 5, 2022

Two-plus years later, banks and credit unions continue to feel the pressure to transform their credit and lending operations. Fortunately, at Perficient, we quickly realized the dire economic situation and the challenges financial institutions and their customers faced. A Pathway to Improved Loss Rates and Happier Customers.

Lending 354

Lending Strategy Marketing Big Data 354

Gonzobanker

MARCH 6, 2020

Addressing common loan and deposit operations process inefficiencies can help financial institutions deliver optimized value to customers and stockholders. In recent years, many financial institutions have been focused on improving their digital delivery capabilities, often at the expense of their operational groups.

Operations 93

Operations System Groups Technology 93

Perficient

APRIL 2, 2021

Personalization of Customer Services. AI technologies, such as voice recognition and natural language processing (NLP), are being used to improve customer experience and to gain operational efficiencies. Credit Decisions. The challenge is to ensure that the software being developed is not coded with biases.

Regulation 309

Regulation Industry Risk Management Analysis 309

Perficient

FEBRUARY 2, 2023

Vendor and payment companies alike are seeking and creating solutions to provide their customers with the most secure digital payment experiences possible. One example of this effort, which we expect to see more of in 2023, is biometric payments.

Industry 471

Industry Trends social media Payments 471

South State Correspondent

JANUARY 23, 2023

With the capital raised by Elon Musk, Microsoft, and others, this year, banks look to license the technology utilizing a paid professional version and leverage the tool through the Microsoft Office Suite to accomplish a variety of tasks more efficiently. Here are some recent examples: Create bullet point notes on employee retention credits.

Tools 370

Tools Examples Analysis Data 370

FICO

MAY 27, 2021

For example, we can consider mRNA vaccines for Covid-19 as a platform. Decisioning platforms operate with the same logic. Using artificial intelligence (AI) to analyze large volumes of data allows us to make any type of decision - granting credit, optimizing operations, authorizing card transactions, communicating with customers.

Customer Experience 52

Customer Experience Guidelines Operations Analysis 52

Accenture

JULY 15, 2019

Guest bloggers Ben Lopez and Charlie Arthy examine the evolving role of the COO in post three of their series on achieving simplified, future-ready bank operations. The focus for bank COOs is expanding beyond a pure cost perspective to include customer experience. 1 Accenture North America Banking Operations Survey 2018.

Customer Experience 150

Customer Experience Operations Survey Technology 150

PYMNTS

MARCH 26, 2019

Innovators are seeing the potential to shape the way consumers place their orders at quick-service restaurants (QSRs) through digital technology. He pointed to the example of Chipotle, which is starting to roll out drive-thrus to some of their locations, which are different from traditional drive-thrus.

Technology 121

Technology Maine Study Google 121

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. How to improve your customer understanding.

Customer Experience 80

Customer Experience Data Branding social media 80

NCR

MAY 2, 2017

Unencumbered by legacy systems and powered by new, agile technologies, smaller providers have been able to focus on delivering bespoke, tailored services that are all about the customer. As a purely digital provider, Atom faced the challenge of delivering this personalized experience entirely through an app.

Customer Experience 75

Customer Experience Industry Operations Technology 75

FICO

MARCH 30, 2022

Improving customer outcomes. ?eská itelna, the Czech Republic’s oldest and largest bank, has modernized its operations by optimizing its decisions around customers in early collections. itelna improved the customer experience by avoiding over-collecting on low-risk customers, while proactively addressing credit risk.

Operations 52

Operations Analytics Resources Strategy 52

Accenture

JUNE 17, 2019

Guest bloggers Ben Lopez and Charlie Arthy continue their series on achieving simplified, future-ready bank operations. . To optimize and simplify their operations for agility to capture opportunities driven by market change. To optimize and simplify their operations for agility to capture opportunities driven by market change.

Customer Experience 153

Customer Experience Operations System Software 153

PYMNTS

SEPTEMBER 24, 2020

In an interview with Karen Webster, John Rainey , chief financial officer and executive vice president of global customer operations at PayPal , noted that CFOs (including himself) have learned to pivot, too, with ground-level, tech-driven insights that move well beyond simply tracking money flows. Everybody’s got to work from home.’”.

Analytics 293

Analytics Examples Trends Operations 293

Perficient

MARCH 12, 2021

For example, if a manufacturer traditionally sells through channel partners or through sales representatives, it’s important to think about how digital channels fit into that strategy. Activities such as order entry, checking stock and availability, checking on the status of an order are prime examples.

Marketing Strategies 531

Marketing Strategies Strategy Marketing Resources 531

PYMNTS

MARCH 16, 2017

Like all new technologies, chatbots are facing challenges. It wasn’t until 2016 that we saw the introduction of artificial intelligence (AI)–enabled chatbots bring about a necessary aspect of the technology via a conversational interface. It’s a powerful example of how our technology will work on all other messaging services.

Operations 107

Operations social media Comparison Industry 107

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. In recent years, product selection, advisory, technology, and a commitment to help support growth have jumped up in importance.

Conference 195

Conference Retail Community Bank Technology 195

Perficient

NOVEMBER 17, 2020

Many banks have leveraged digital technologies like cloud computing, robotic process automation, artificial intelligence, and chatbots in response to Covid-19. Some of these solutions were set up in a matter of days, providing immediate results to drive operations forward.

Mobile 294

Mobile Online Conference Customer Experience 294

FICO

JULY 13, 2020

Two months ago, I posted about why it is important for collections operations to adopt a forward-looking approach to debt management – basically the importance of having a clear and compelling vision. New guidelines from the FCA that call for operational resilience in collections reinforce this point. The Expectation for Resilience.

Meeting 52

Meeting Operations Customer Experience Technology 52

PYMNTS

JULY 1, 2020

Or that, on average, 15 percent of an FI’s annual operating costs go toward maintaining core banking systems that are outmoded? That’s increasingly true as the pandemic exposes weaknesses in core banking systems, particularly an inability to parse decisioning data for greater customer-centricity. “AI It’s true, but not for long.

System 268

System Digital Banking Tools User Experience 268

FICO

OCTOBER 19, 2020

What most do not fully appreciate or haven’t seen in operation is how an optimization tool can truly enhance a collection program to increase revenue, make better use of staff, and simultaneously increase the customer experience. Historically, they use their experience to identify the optimal collections strategy.

Operations 52

Operations Resources Strategy Tools 52

Perficient

JULY 30, 2020

Global pandemics may be rare, but crises of all sizes affect business operations in unforeseen ways. And, after employees are back, additional steps will be needed to optimize current operations and/or prepare for the next disruption. What is a Low-Code Application? What is a Low-Code Application?

Training 322

Training Community Innovation US 322

FICO

MARCH 20, 2018

Communications Service Providers are competing on customer experience powered by data, advanced analytics and connected decisions. In this second article of my series, we’ll look at customer experience scenarios that can be improved by advanced analytics and how CSPs could and should take a more customer-led approach.

Customer Experience 40

Customer Experience Analytics User Experience Data 40

PYMNTS

NOVEMBER 24, 2020

One recent survey found that roughly 50 percent of consumers abandoned onboarding attempts that they described as cumbersome or untrustworthy over the past 12 months, for example. Other companies are leveraging advanced technologies like artificial intelligence (AI) and machine learning to boost their onboarding solutions.

Online 272

Online Report Customer Experience Analytics 272

PYMNTS

JANUARY 27, 2021

Financial institutions (FIs) around the world are confronting these issues with numerous digital implementations , as 85 percent of banks are offering some form of digital account opening, for example. Banks must confront numerous fraud threats when they operate digitally, and some of the most pervasive are forms of identity fraud.

Security 213

Security Innovation Fraud Study 213

PYMNTS

DECEMBER 9, 2020

The takeover signaled an evolution of the company's business model from a traditionally business-to-consumer (B2C) seller, to one that includes business-to-business (B2B) operations. Technology today can automate a range of workflows surrounding a B2B payment, including invoicing, payment term management and payment processing. “You

Innovation 297

Innovation Fintech Cards Payments 297