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

Accenture

JUNE 20, 2019

I am pleased to once again have managing director Tim O’Donnell’s unique perspective and experience for this blog series. Payments executives surveyed in our 2019 Global Payments Survey cite customer experience as a top driver of customer disintermediation. Letting go of the status quo.

Survey 150

Survey Customer Experience Payments Management 150

South State Correspondent

MARCH 14, 2024

That $1 invested in a new product to an existing customer base is usually above 20%. This all compares to about a 40%+ return invested in improving processes (loan, branch, cash management, etc.) and about an 80%+ return spent on reducing customer churn, increasing lifetime value and/or helping cross-sell.

Innovation 195

Innovation Strategy Capital Comparison 195

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. In fact, we are so committed to this and believe in it so deeply that we have changed our mission Here it is: Applied Intelligence – powering your customer connections. Innovation is incredibly important.

Customer Experience 97

Customer Experience Innovation Trends Strategy 97

PYMNTS

NOVEMBER 24, 2020

Sixty-two percent of consumers say they prefer onboarding experiences that put security first and speed second, but this does not mean that businesses and banks can sacrifice the seamless service to which their customers are accustomed. A convenient, yet secure solution could be just a few taps away, however.

Online 272

Online Report Customer Experience Analytics 272

FICO

NOVEMBER 16, 2022

Our recent global survey reveals the investment priorities and functionality requirements for enterprise-level fraud solution buyers. In August 2022, we commissioned a survey of 156 global executives and managers from retail banks and retail financial institutions. Pain Points in Fraud Management Vary by Region.

Fraud 52

Fraud Data Survey Regional 52

Cisco

APRIL 12, 2022

According to PwC’s 2021 Digital Banking Consumer Survey, two in three customers find branches to be meaningful channel to interact with their bank and 35% say that they would not use a bank that doesn’t have a nearby location. Branches should focus on more complex financial services and relationship management. No latte needed.

America 109

America Customer Experience Operations Survey 109

FICO

JANUARY 6, 2022

As credit issuance, account management and collections enter the digital age, the opportunity for innovative experimentation is accelerated and made more complex by the wide range of data and decision points a digital platform enables. The importance of this was shown in a recent FICO survey. The Pillars of Experimentation.

Management 52

Management social media Customer Experience Strategy 52

South State Correspondent

JANUARY 23, 2023

ChatGPT is a powerful language model that can understand a variety of languages, including emojis, that can assist banks with increasing the productivity of bankers, improving their customer experience, automating repetitive tasks, and providing personalized financial advice to customers.

Tools 370

Tools Examples Analysis Data 370

PYMNTS

SEPTEMBER 8, 2020

Thunes, the FinTech startup that operates a global cross-border payments network for emerging economies, announced on Tuesday (Sept. Capital Management is seeking to keep the $175 million it received when Citigroup accidentally paid out several Revlon lenders around $900 million in total.

Payments 141

Payments California Apple Video 141

PYMNTS

JUNE 6, 2017

As a result, it’s important that merchants refocus their efforts on enhancing the customer experience to achieve retention and maintain loyalty. Upon surveying more than 100 retail operations leaders across 250 store locations, the study revealed barriers blocking growth and the key performance indicators being used for measurement.

Study 100

Study Retail Austin Customer Experience 100

PYMNTS

JUNE 15, 2020

For the record, webrooming was beating showrooming in a survey conducted in late 2019. On the flip side the same survey showed that 57 percent of respondents showroom primarily for clothing, gifts and electronics. Retailers need to ask themselves: What are you going to do to adapt to the new customer experience?

Retail 175

Retail Survey Comparison Online 175

Abrigo

AUGUST 26, 2016

In a recent online survey of more than 1,000 bankers using Sageworks’ solutions, bankers indicated that priorities are fairly diverse. Sageworks Senior Risk Management Consultant Rob Ashbaugh said many financial institutions are focusing on portfolio growth in order to offset the profit-pinching effects of low interest rates and thin margins.

Survey 150

Survey Risk Management Leadership Strategy 150

PYMNTS

SEPTEMBER 24, 2019

The application operates on R3’s Corda platform and is designed to facilitate trade finance transactions; the trial completed simulations of real-world trade finance transactions, the company noted. Two-thirds also agreed that their organizations stand to reduce their trade finance operational costs by at least 20 percent by using blockchain.

blockchain 139

blockchain Customer Experience Survey Operations 139

Cisco

APRIL 26, 2022

The reality is that most institutions must reduce the complexity of managing large pools of data, much of it still decentralized, while simultaneously supporting the need to extract a broader range of business insights from structured and unstructured data. Creating new customer value from AI. Customer Value.

Big Data 148

Big Data Data Analytics Examples 148

Abrigo

FEBRUARY 3, 2020

Financial institutions generally are moving away from self-managed, on-premise technology and are finding hosted solutions that provide the security and scalability they need. Creating more efficient operations and improving customer experiences are the goals driving technology strategies and investments at many U.S.

Resources 150

Resources Security Customer Experience Fraud 150

PYMNTS

SEPTEMBER 23, 2020

Eateries that onboarded to MOA aggregator platforms like Uber Eats and Grubhub are now focusing on integrating artificial intelligence (AI) into digital menu boards, while some have turned to cloud-based platforms to streamline various facets of the order management experience. Chargeback Hazard.

Mobile 245

Mobile New York City Fraud New York 245

PYMNTS

APRIL 14, 2017

It’s no surprise that in-store technology is increasingly a priority among brick-and-mortar retailers as a means to boost operations, meeting consumer demand and competing with the growth of Commerce’s market share (especially Amazon). based respondents surveyed identified cost as a barrier. “In Fifty-nine percent of U.S.

Maine 101

Maine Survey Retail Meeting 101

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. What’s Important To Merchants.

Analytics 293

Analytics Examples Trends Operations 293

Accenture

AUGUST 15, 2019

North American bank COOs we polled recently suggested several elements within the work environment as top barriers to achieving greater, enterprise-level agility. ² Consider that 40 percent cited “complexity of the current state/legacy environment” as a top reason while 15 percent said an “ineffective operating model”.

Operations 150

Operations Survey Strategy Examples 150

Payments Source

JANUARY 1, 2018

Whether you sell into the Marketing Department or you are marketer, check out our predictions for marketing spend in 2018, based on trends from year-over-year survey results. This wealth of data comes from DiscoverOrg’s own primary research based on surveys conducted with mid- to high-level professionals in the Marketing Department.

Trends 72

Trends Customer Experience Survey Data 72

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

Gonzobanker

JULY 8, 2022

While experience is a critical ingredient for the top technology role, it’s important to recognize that decades of experience translate to a leader who grew up in the “tactical” era of technology. The operational world of cash, checks, deposit slips, passbooks, and teller terminals used to dominate bank tech budgets.

Resources 146

Resources Leadership Technology Management 146

PYMNTS

JANUARY 18, 2018

In its Global Banking Outlook 2018 survey , EY assessed 221 financial institutions across 29 markets. Eighty-five percent of executives surveyed said they predict revenue to increase in the next three years; 12 percent said that growth will be in the double-digits in the next year, hitting 31 percent by 2021. Optimism Up.

Regulation 156

Regulation Innovation Fintech Marketing 156

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

PYMNTS

AUGUST 23, 2019

Ratelt operates as a real-time customer experience management platform, according to reports. The latest announcement follows the disclosure last month the Accel’s India operations had invested in Infra.Market and that the company would expand its presence within India.

Online 179

Online Metro Capital Customer Experience 179

PYMNTS

DECEMBER 29, 2020

In fact, a recent GeoGuard survey found that U.S. We’ve seen that people will share important information if they know that it will be used responsibly and to their benefit,” he said, “so when customers recognize the benefits of sharing location, they do.”. Assumptions Of Readiness.

Fraud 270

Fraud Compliance cryptocurrency Security 270

PYMNTS

MAY 29, 2018

At the time, an NSO spokesman said that NSO doesn’t operate its systems and requires customers to use them lawfully “for the prevention and investigation of crimes.”. We provide companies with technology to optimize the customer-care components of their businesses. Francisco Partners acquired NSO for $110 million in 2014.

Groups 164

Groups System San Francisco Software 164

PYMNTS

SEPTEMBER 21, 2020

Mobile ordering is at the center of business operations for Blaze Pizza and many fast casual dining chains today. 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. “As Pandemic-Driven Pivots.

Fraud 177

Fraud Mobile social media Customer Experience 177

PYMNTS

JULY 10, 2018

Use of online banking portals for corporates is ubiquitous — 99 percent of executives recently surveyed by JPMorgan said they conduct business banking online. When it comes to which eBanking processes are considered most valuable, payments topped the list, followed by account management and receivables management.

Online 100

Online Meeting Survey Analysis 100

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

PYMNTS

JANUARY 13, 2020

During the session, Karen Webster talked with Amyn Dhala, vice president, global product management, AI Express, Mastercard, about what it will take to get AI into more financial institutions (FIs) and other operations in the coming years. percent of banks in our survey equipped with genuine AI systems. That’s not all.

Fraud 207

Fraud Customer Experience Data Technology 207

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

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

PYMNTS

SEPTEMBER 13, 2016

The firm said that an analysis of the top 50 debit card issuers in the United States showed that FIs adopting the instant issuance experience typically see 50 percent growth in purchase volumes, with a 34 percent boost in transactions, when measured against FIs that do not offer instant issuance.

Case Study 100

Case Study United States Analysis National 100

PYMNTS

JULY 24, 2019

According to a recent survey , 90 percent of businesses now expect real-time payments – but, as with many innovations, there is a gap between expectations and reality. percent of surveyed AP professionals paid invoices via paper check. FIs do see the benefits, according to a survey by Citizens Commercial Banking.

Payments 167

Payments Survey Community Bank Fraud 167

Cisco

MARCH 3, 2021

Financial Services institutions have experienced unforeseen challenges and significant disruption during the Pandemic and beyond, but also unprecedented opportunities to accelerate growth and digitize business operations to enhance employee productivity, customer experience, and innovation.

Strategy 77

Strategy Cyber Security Survey Security 77