Perficient

FEBRUARY 24, 2021

In 2016, Jon joined fan and light maker Big Ass Fans as its first chief operating officer. He implemented a metric-driven management system that saw revenue rise 15 percent and profitability quadruple in his first year. Jon focuses on finding ways to surprise and delight Truman’s customers.

Branding 441

Branding Case Study Digital Strategies Strategy 441

PYMNTS

OCTOBER 21, 2016

The fleet management market is estimated to grow from $9.54 percent, according to a new study by MarketsandMarkets. According to MarketsandMarkets, the increasing need for operational efficiency is expected to be the primary driver for the fleet management market during the forecast period. billion in 2016 to $27.9

Management 100

Management Marketing Regional System 100

Perficient

OCTOBER 26, 2020

Digital process automation (DPA) services help a company formulate their digital transformation strategy, improving their customer experiences, and addressing the organizational change management aspect of a project. Consulting offerings that cover strategy, user experience, and change management, along with technology.

Report 294

Report Strategy US User Experience 294

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

AUGUST 31, 2020

I would like to talk about how Twilio Flex and other services from Twilio can provide some clear ways not only to manage these immediate concerns, but also to drive innovations in how you interact with your customers. By now most contact centers managers have likely had enough time to think about what they might want to change.

Innovation 369

Innovation Video Strategy Customer Experience 369

Abrigo

FEBRUARY 23, 2022

Another option is to make small business lending more efficient and borrower-friendly so that the financial institution can win, process, and manage more loans without big increases in staffing or other expenses. Knowing Your Customer. According to a J.D

How To 195

How To Lending Software Survey 195

Perficient

OCTOBER 28, 2020

DPA services help a company formulate their digital transformation strategy, improving their customer experiences, and addressing the organizational change management aspect of a project. Together, our financial services team can help strengthen your operations and deepen your customer relationships. Learn More.

US 294

US Strategy Customer Experience America 294

South State Correspondent

OCTOBER 26, 2023

As can be seen, the conference largely revolved around payments, artificial intelligence, fintech partnerships/management, regulation, and fraud/identity in its various forms. The topics were perfect, and there were some great case studies, but the substance was standard, bordering on underwhelming. Maybe a topic for next year?

Conference 221

Conference Las Vegas Fraud Case Study 221

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? From global customer acquisition efforts to real-time personalization of the user experience to infrastructure technology management, the opportunities are endless.”. It’s true, but not for long.

System 268

System Digital Banking Tools User Experience 268

PYMNTS

JANUARY 27, 2021

Banks’ use of such innovations is predicted to expand, too, with 60 percent of FIs saying they aim to gain customers and improve customer experiences using digital channels. 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

Perficient

SEPTEMBER 15, 2020

What might you learn from studying emerging innovations used by virtual personal trainers, e-learning platforms, or even credit card companies? According to Forrester, 31% of companies want to use AI to significantly improve their customer experience. How do they address problems like the ones you’re attempting to solve?

User Experience 427

User Experience Innovation Branding Customer Experience 427

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

South State Correspondent

OCTOBER 12, 2022

Instead of trying to “Wow” your customer, in this article, we present the “time-on-task metric” (and its companion, the Customer Effort Score (CES) framework) and detail not only why it matters but why it can change the course of your bank. The Problem with Focusing on Customer Service.

Study 195

Study Examples Branding Survey 195

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.

Meeting 100

Meeting Customer Experience Study Tools 100

NCR

SEPTEMBER 14, 2016

The cost of bricks and mortar operations is high, staff need constant remote or on site management to perform, and consumers are now highly unpredictable in their choice of delivery channels, given the increasing capability of digital channels. Martin has held a number of senior regional management roles in European retail banking.

Customer Experience 40

Customer Experience Strategy Training Operations 40

Abrigo

MARCH 2, 2023

But when a storm hit, limitations on the back end due to its insufficient operations technology hampered Southwest’s ability to handle the most basic customer service in that industry: getting customers safely where they needed to be. A failure in back-office technology directly affects customer experiences.

Technology 195

Technology Lending Community Software 195

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

FICO

MAY 19, 2020

So, I thought I would outline my top 5 fraud manager considerations during COVID-19. So what must we consider when it comes to our customers, the fraudsters and our anti-fraud teams. 2) Top 5 Fraud Manager Considerations During COVID-19: Scams are now tailored, so we need to modify our strategies. Card Fraud.

Fraud 52

Fraud Management Handbook Cards 52

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.

Payments 263

Payments Data Survey Report 263

Insights on Business

SEPTEMBER 13, 2018

A combination of modest economic growth, aggressive cost reduction and related monetary stimulus — quantitative easing — are more likely the answers for profits rather than better customer value propositions. Because of this misplaced confidence, many banks are delaying necessary operating model transformations. This is a big problem.

Operations 184

Operations Case Study Customer Experience Analytics 184

FICO

JUNE 21, 2023

Home Blog Feed test See Customers Clearer with Hyper-Personalization at Scale Are you seeing the people behind the data? In fact, Forrester’s 2023 US Banking Customer Experience Index Rankings report found that emotional connection is a bigger driver of customer satisfaction and loyalty than ease or effectiveness.

Customer Experience 52

Customer Experience Analytics Data Technology 52

PYMNTS

NOVEMBER 25, 2019

You tap on the message and join,” he said, adding that such QSR operators as Jimmy John’s, Panera and Yogurtland are using the technology for their loyalty programs. “If One study showed that consumers with access to NFC loyalty programs visit restaurants 60 percent more often — a sharp jump in both customer interaction and spending.

Payments 225

Payments Mobile Dallas Apple 225

PYMNTS

MAY 5, 2020

Retailers need to consider the holistic customer journey and identify areas that can compensate for challenges being faced in the forward supply chain during this unprecedented time in retail.”. But it warns against making it too easy as it could undermine profit.

Policies 185

Policies Retail Study Washington 185

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. And for good.

Lending 354

Lending Strategy Marketing Big Data 354

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

Chris Skinner

FEBRUARY 2, 2017

Nothing like the old world of proprietary structures that are closed and require heavy lifting to operate. We have grouped Deloitte’s Digital DNA framework’s characteristics into five categories for purposes of our study: agility, collaboration, distributed organizational structure, bold risk appetite, and customer centricity.

Study 150

Study Customer Experience Survey Software 150

FICO

JUNE 5, 2019

China Minsheng Bank Credit Card Center has used FICO® Blaze Advisor® decision rules management system to help grow its business by creating an intelligent, automated marketing system that delivers targeted offers, which have seen a 10 to 15 percent jump in response rates. Credit Card Growth - Response Rates Up, Costs Down.

Management 40

Management Cards Case Study Marketing 40

PYMNTS

JANUARY 11, 2021

Banks, he noted, are increasingly having to embrace a digital-first experience. And amid that digital-first mindset, the banking experience may be increasingly moving toward self-service. Customer-centric technologies have provided the data and tools to manage relationships in the most profitable way.”. Brown said. “So

ATM 142

ATM Strategy Capital Bitcoin 142

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

FICO

NOVEMBER 16, 2022

In August 2022, we commissioned a survey of 156 global executives and managers from retail banks and retail financial institutions. One of the key themes that we saw in the results is the continued investment in enterprise fraud management systems. Pain Points in Fraud Management Vary by Region. FICO Admin. by Andrew Manuel.

Fraud 52

Fraud Data Survey Regional 52

PYMNTS

AUGUST 23, 2019

In the August edition of the Payments And The Platform Economy Playbook , PYMNTS examines how marketplaces are using technologies such as artificial intelligence (AI) and mobile payments to innovate the customer experience. To learn more about how thredUP is using AI to compete, visit the Playbook’s case study.

Millennials 165

Millennials Trends Meeting social media 165

Gonzobanker

APRIL 28, 2016

My colleagues (shout out to Vincent Hui and Kaleb Seymour ) and I conducted a study for the credit union industry to determine the impact of regulation. They aren’t necessarily sexy or cool, but cockroaches are extremely efficient and manage to thrive even in harsh environments. appraisal management) and reporting. Cockroaches.

Regulation 60

Regulation Management Community Bank System 60

South State Correspondent

MARCH 23, 2022

If your bank struggles to create a clear value proposition and brand differentiation, then we have a case study for you. Their secret – fanatical customer service. It would do that by using technology, design, and data science to provide a customer experience that would generate its publicity.

Branding 221

Branding social media Strategy Data 221

PYMNTS

DECEMBER 11, 2019

Both buyers and sellers of shared goods or services now view the sharing experience as relatively mundane, which means that participating marketplaces need to change the ways they are approaching the customer experience on both sides of their platforms to better keep them invested. About The Playbook.

Marketing 132

Marketing Millennials social media Case Study 132

Gonzobanker

JANUARY 17, 2020

In the soon to be released What’s Going On In Banking study, Cornerstone ’s Ron Shevlin shows that both bank and credit union execs are most fearful of big tech (Amazon Prime, Venmo, Apple Card) primarily because of their great data reach and ability to drive customer experience.

Customer Experience 127

Customer Experience Fintech Regional Cards 127

Insights on Business

FEBRUARY 13, 2019

They use the Bradesco infrastructure, but they operate in parallel. At IBM Think 2019, Henrique Albuquerque from Bradesco Research and Innovation offered insight into how Bradesco is transforming by focusing their entire business structure around the customer journey. Financial management. Hyper-connected journey.

Albuquerque 152

Albuquerque Digital Banking Millennials social media 152

FICO

JANUARY 11, 2022

Future-proofing your organization now involves studying behavioral science and how people engage with technology. Consider how your interactions with customers must adapt to different digital channels versus a bank branch. You need to establish a learning culture where you can rethink the way your organization operates.

Digital Banking 98

Digital Banking Customer Experience eBook UX 98