PYMNTS

APRIL 10, 2020

There are several complexities associated with reviewing and settling claims, given the nature of the insurance industry, which requires stringent customer authentication and documentation. That means firms must make sure that disbursements and all other customer experiences can be accessed on multiple channels — including mobile.

Mobile 198

Mobile Technology social media Customer Experience 198

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. Online Resale. Sales of counterfeit goods through online marketplaces are expected to hit $1.8 Globally, the industry loses $30.3

Online 101

Online Fraud Branding social media 101

PYMNTS

FEBRUARY 14, 2020

This year, they expect more customer experience improvements, a boost from the Golden State and an effort to keep a new generation of wine connoisseurs engaged. By all accounts, including industry bible Wine Enthusiast, the wine of the year for 2019 was the Taylor Fladgate Quinta de Vargellas Vinha Velha 2017.

San Francisco 150

San Francisco Millennials Oakland Customer Experience 150

PYMNTS

MARCH 30, 2020

California Consumer Privacy Act (CCPA), Washington Privacy Act (WPA) and other new privacy and online transaction standards are changing how businesses interact with consumers’ data in the U.S. Personalized experiences require merchants to have access to data — a crucial resource in helping them distinguish themselves from competitors.

United States 131

United States Retail Customer Experience Data 131

PYMNTS

AUGUST 12, 2020

The eCommerce industry is trying to find balance as more consumers purchase via digital channels while overall customer spending is dipping during the pandemic. What we try to do right now is send that new customer directly to the product page, and then [they] can basically add to cart and do everything,” Rodríguez said.

Customer Experience 197

Customer Experience Maine Regional America 197

PYMNTS

JUNE 18, 2020

The pandemic is having monumental impacts on restaurants’ operations and interactions with potential diners, pushing to the forefront services that offer quick and seamless online ordering tools to reach customers stuck in their homes. locations to allow customers who have placed online orders to conveniently and safely grab them.

Report 189

Report Online Strategy social media 189

PYMNTS

AUGUST 17, 2017

While one day a teen may be into shopping strictly online, another day may see an offline preferred experience or a mixture of both, and retailers must be at the ready to transform engagement efforts at any given time. It turns out that retailers geared toward this younger demographic are having a tough time engaging them online.

Retail 127

Retail social media Online Mobile 127

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 40

Online social media Management Compliance 40

PYMNTS

AUGUST 17, 2017

While one day a teen may be into shopping strictly online, another day may see an offline preferred experience or a mixture of both, and retailers must be at the ready to transform engagement efforts at any given time. It turns out that retailers geared toward this younger demographic are having a tough time engaging them online.

Retail 114

Retail social media Online Mobile 114

PYMNTS

JUNE 14, 2019

However, in the 2019 Retail Banking Report, a study by Reputation.com that analyzed online data relating to retail banking locations for 23 major U.S. banks, the banking industry was found to be lacking. At a high level, retail banking didn’t score as well as other industries with a 341, 174 points lower than retail’s 515.

Retail 103

Retail Study Online Mobile 103

South State Correspondent

OCTOBER 4, 2022

Pioneered by the hotel industry, many banks have copied this tactic, but none have been able to scale it. For example, anticipation and surprise make customers want to share social media content. A combination of surprise and sadness or anticipation and anger makes customers defect to another bank.

How To 195

How To Customer Experience Examples social media 195

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. How influential will mobile and social media be to their purchasing habits? Will consumers still shop at brick-and-mortar stores?

Retail 100

Retail social media Branding Online 100

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

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

MARCH 16, 2017

Now while Facebook initially launched its Messenger chat service in 2011, it wasn’t a major hit right away and the social media giant continued to refine its offering. One surprising industry that’s entering this market is insurance. One surprising industry that’s entering this market is insurance. Cambridge, Mass.–based

Operations 107

Operations social media Comparison Industry 107

PYMNTS

DECEMBER 21, 2016

PYMNTS recently spoke with Dan McCann, the company’s president, about how unattended retail is affecting the restaurant industry and what’s on the road to come. While many customers are glad to see more modern payment options in the restaurant industry, new payment methods may not be enough to help restaurants keep up with the tech Joneses.

social media 100

social media Survey Retail Technology 100

PYMNTS

MAY 30, 2018

The beauty industry brought in more than $445 billion in sales in 2017, marking 5 percent growth over the year before. The industry is booming, and consumers who shop for beauty products have no shortage of brand options in stores and online. where it primarily sells online and in large department stores like Macy’s. “We

Data 110

Data Branding social media Online 110

William Mills

JULY 21, 2016

Search Engine Optimization tactics to improve your digital footprint in the financial technology industry. Promote content via social media. Social media is a critical component of your search engine rankings. Google, Bing and Yahoo look at your social media sites when determining where to rank you for a search.

social media 40

social media Google Customer Experience Video 40

Independent Banker

SEPTEMBER 30, 2021

Building trust in your institution has a lot to do with technology, from implementing strong data security practices to humanizing your online customer interactions. I think when customers are ready to change their banking relationship, they head our way because of the work we do in the community.”. Illustration by Ahoy There.

Community 139

Community Community Bank social media Security 139

PYMNTS

JUNE 16, 2020

Social media engagement plays a central role in modern restaurants’ daily business, with eateries using platforms like Facebook, Twitter and Instagram to advertise new menu items, interact with customers and drive business to their locations and mobile apps. Social Media Schemes.

social media 152

social media Fraud Google Mobile 152

William Mills

APRIL 26, 2017

Harnessing data science and deep marketing expertise, he and his team deliver analytics-driven Customer Experience solutions. Their work includes strategic initiatives at a Top 5 US bank where they directly improved Customer Experience through communications. Ramirez is CEO of Beyond the Arc, Inc.

social media 68

social media Customer Experience Marketing Strategies Strategy 68

Social Assurance

MARCH 1, 2021

During this time, customers can also read through a couple of reviews, forming a first impression that can be hard to change. Creating a positive customer experience online, therefore, encompasses more factors than ever before. Of these, the most important is reviews; especially in the financial services industry.

Branding 15

Branding social media Online Case Study 15

PYMNTS

FEBRUARY 22, 2018

Big merchants have many strategies, but they often lack an online checkout strategy. As a result, merchants may lose millions a year due to the friction associated with converting shoppers to buyers online. In fact, merchants experience an overall $200 billion in lost sales each year due to friction in the checkout process.

social media 140

social media Online Branding Strategy 140

Insights on Business

APRIL 28, 2017

With few exceptions, “banking hours” are becoming 24/7/365, or whenever and wherever a customer wants to do banking. Traditionally, banking was a conservative industry with relatively high barriers to entry. At the same time, regulators in many countries also have relaxed regulations to encourage innovation in the banking industry.

Digital Banking 171

Digital Banking User Experience Branding social media 171

PYMNTS

APRIL 22, 2020

Having quicker or real-time access to data means these entities will be able to verify potential customers’ identities much faster, cutting down on the friction points many customers experience when asked to authenticate themselves. Data and Authentication Frustrations.

Security 133

Security Data Fraud Tools 133

Banking 2020

MARCH 26, 2015

Debt collection is an industry with deeply entrenched practices; it’s slowly growing, subject to macro economic trends and credit cycles, and rife with litigation. These are the hallmarks of a mature industry, one that isn’t expected to demonstrate extraordinary technical foresight and innovation. However, change is coming.

Industry 40

Industry Guidelines social media Technology 40

FICO

OCTOBER 21, 2020

A Cox Automotive report released in May 2020 shows how the pandemic is changing the car business, and found that two in three people surveyed are now more likely to purchase a vehicle completely online. How consumers are taking their online research of vehicles and financing to the next level, to close the transaction. by Ken Kertz.

social media 52

social media Online Groups Customer Experience 52

PYMNTS

DECEMBER 21, 2020

It was the main question put to a panel of payments and customer-facing professionals who told Karen Webster that the “old” ways of doling out rewards, on a merchant-by-merchant, point-by-point basis — even with thresholds in place before redemption — no longer applies. The technology is there; firms just have to make use of it.

Data 296

Data social media Tools Analytics 296

CB Insights

NOVEMBER 6, 2018

GAFA’s search data, smart home devices, advertising and marketing capabilities, and more offer compelling use cases for the beauty industry. Simultaneously, the beauty industry is looking towards tech to provide an edge in an increasingly crowded market. Source: Think with Google. Consumer Insights. Beauty is no exception.

Google 72

Google Apple Industry Branding 72

CB Insights

APRIL 10, 2019

Download the free report to get a break down of which industries facial recognition is disrupting and how. From creating checkout-free retail stores to eliminating concert tickets, here are 16 industries that are starting to transform with facial recognition technology. GET THE entire 23-PAGE Facial recognition REPORT. Law Enforcement.

Industry 78

Industry Examples Security Technology 78

NCR

JULY 31, 2017

Having a multi-layered authentication process for digital banking can be an extremely useful tool in preventing fraudsters from accessing individual accounts online. It’s also possible that we could see an increase in banks looking to data sources such as social media to improve fraud detection.

Fraud 74

Fraud Digital Banking social media Security 74

PYMNTS

MARCH 28, 2018

According to Bloomberg , the fallout of revelations that data firm Cambridge Analytica used information from 50 million Facebook users without their knowledge led to about $73 billion in lost market value in a matter of days for the social media company. Compromise Security For Customer Experience.

Security 110

Security Strategy Fraud Customer Experience 110

PYMNTS

JULY 13, 2017

The question that arises from this projection is how much of that will be attributed to the retail industry. It revealed that while 48 percent of customers want on-demand personalized promotions online from retailers, 45 percent are looking for the same experience while doing in-store shopping.

Retail 212

Retail Customer Experience Study Online 212

PYMNTS

NOVEMBER 23, 2016

Stendardo said that an issue many online retailers are facing is a major slowdown in retail website rendering on desktop and mobile. A website was something that was largely controlled by the retailer working within their commerce platform to try to create a good customer experience,” he said. Think back a few years ago.

Retail 100

Retail social media Massachusetts Mobile 100

FICO

OCTOBER 21, 2020

A Cox Automotive report released in May 2020 shows how the pandemic is changing the car business, and found that two in three people surveyed are now more likely to purchase a vehicle completely online. How consumers are taking their online research of vehicles and financing to the next level, to close the transaction. by Ken Kertz.

social media 40

social media Online Groups Customer Experience 40

PYMNTS

FEBRUARY 23, 2017

But the industry is changing, and men are now taking more ownership of their undergarments. Tom Patterson, founder and CEO of Tommy John , shared with PYMNTS how the men’s underwear company is disrupting the industry not only with its products, but also with its approach to marketing and delivering personalized customer experiences.

Branding 109

Branding San Diego Los Angeles Online 109

PYMNTS

MAY 26, 2017

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. BNO: From the beginning, our goal has been to put the customer at the heart of every conversation. PYMNTS: Why was the company founded? PYMNTS: What’s next?

Branding 103

Branding Community Survey Data 103