PYMNTS

JANUARY 18, 2021

Such silos prevent treasurers from comprehensively analyzing and gaining insights into companies’ cash flows and expenditures, hindering organizations from operating efficiently and reacting to customers’ needs in an agile manner. Each company’s risk management approach must therefore be tailored to its specific business needs.

Analytics 319

Analytics Data Risk Management Management 319

PYMNTS

SEPTEMBER 22, 2020

One recent study estimated that roughly 44 million Americans would tap food delivery apps by the end of this year, up from 38 million in 2019, and another survey predicted that the number of smartphone delivery app users will climb 25.2 It also analyzes how focusing on the customer experience can help prevent such fraud in the first place.

Fraud 255

Fraud Mobile Tools Study 255

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

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 Essentially merchants are operating in South-east Asia on a number of channels — retail, marketplaces, DTC websites. percent from 35.5 percent in just the last two weeks.

Florida 205

Florida Retail Tampa Customer Experience 205

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? For many FIs, cloud banking is the key to unlocking more resilient services while vastly improving customer experience. It’s true, but not for long.

System 268

System Digital Banking Tools User Experience 268

PYMNTS

JANUARY 13, 2021

Experts predicted that up to $190 billion would be spent online this year, a 35.8 The prevalence of online commerce opens new doors for digital fraud, however, both from career fraudsters and opportunistic customers. Phishing scams were on the rise all year, while a survey of online shoppers found that 40.3

Fraud 189

Fraud Analytics Data Retail 189

Abrigo

FEBRUARY 23, 2022

Indeed, the financial institutions surveyed most frequently identified the following as their top challenges in small business lending: Efficiency Process, operations, and staffing Competition Over half of the survey respondents cited efficiency as a challenge when it comes to small business lending. Knowing Your Customer.

How To 195

How To Lending Software Survey 195

PYMNTS

MAY 5, 2020

For online shopping the return policies range from Amazon (90 days) to Target (varied and depends on product). 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.”.

Policies 185

Policies Retail Study Washington 185

PYMNTS

NOVEMBER 2, 2020

In years to come, it’ll be hard to find anything as studied and surveyed as COVID-19’s effects on commerce. As PYMNTS noted in the Pandenomics report in early October, “the biggest change of all will likely be the share of consumers shopping for groceries online. Our research shows that 85.3 Payments Innovation Leads the Way .

Study 205

Study Cards Payments Innovation 205

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

APRIL 4, 2022

Perficient’s offerings enable insurance companies to innovate and deliver products and services through superior and personalized mobile, online, phone, and in-person experiences. We also help them achieve enterprise-wide operational excellence.? Feel free to reach out to me if you’re interested in learning more.

Mobile 294

Mobile Survey User Experience Analytics 294

PYMNTS

DECEMBER 21, 2020

As the new Tracker states, “eateries are turning to online and mobile ordering as well as delivery to stay afloat, with online order volume from food chains spiking by 225 percent since the pandemic began. A system that can protect customer information can help businesses avoid brand and operational damage.

Mobile 151

Mobile Fraud Policies Study 151

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

PYMNTS

DECEMBER 11, 2019

Consumers are beginning to express more preferences regarding their buying and selling experiences on online marketplaces, which are seeing an increased amount of competition in the market as they attempt to hold onto their customer bases. About The Playbook.

Marketing 132

Marketing Millennials social media Case Study 132

PYMNTS

JUNE 17, 2020

With its new importance as a revenue stream, mobile ordering is driven in part by reviews and the exchange of customer data. Where you find customer data, you also find cybercrooks. A Fraudster’s Feast. Protecting web presence is thus likely to be a vital part of ensuring their continued existence for years to come.”.

Tools 141

Tools social media Fraud Mobile 141

PYMNTS

AUGUST 23, 2019

Online marketplaces for everything from retail goods to travel services to hospitality need to ensure a quick and easy way for both buyers and sellers to transact with each other— or risk losing both sides to a waiting host of competitors. 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

PYMNTS

SEPTEMBER 18, 2019

Online marketplaces need to meet higher and higher standards if they want to keep customers from the competition. As online shopping is now a global endeavor, that can be trickier than it seems. Online Marketplaces and the $1.8 How Luxury Marketplace Vestiaire Collective is Responding to Online Counterfeit Sellers.

Online 126

Online Case Study Branding Fraud 126

PYMNTS

MARCH 26, 2019

When a consumer places an order by voice, it comes through the same ordering channel that an online or mobile order would. The employee or wait staff wouldn’t know the difference between a voice or an online order. The service is currently live with a few customers, as Bensen conducts proof of concepts with other customers.

Technology 121

Technology Maine Study Google 121

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

PYMNTS

DECEMBER 24, 2020

And while the shift to digital in grocery wasn’t premised on quite the same type of necessity seen in restaurants, consumer’s pressing concerns about their safety combined with the increased convenience of digital shopping have pushed the grocery game online in heretofore unseen ways. Kount Chief Customer Experience Officer Rich Stuppy.

Study 206

Study Industry United States Innovation 206

PYMNTS

MARCH 3, 2020

Mobile and online banking’s prevalence has reduced physical branches’ importance, but these brick-and-mortar establishments are still vital to customers’ financial lives. A recent study found that 75 percent of this generation’s members visit financial institutions (FIs) at least once per month. million.

ATM 151

ATM Fraud Study Regional 151

PYMNTS

JANUARY 15, 2021

Faulty data, on the other hand, can result in botched deliveries, inefficient operations and poor communication with customers.”. Failing to obtain accurate data and frustrating customers naturally leads to diminished sales. One study reported that 19 percent of failed deliveries are the result of erroneous address information.

Data 139

Data Los Angeles Study Fraud 139

Abrigo

MARCH 2, 2023

To its credit, Southwest was investing in customer-facing technology. 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.

Technology 195

Technology Lending Community Software 195

PYMNTS

MAY 21, 2020

As PYMNTS found in a study published earlier this month, 42 percent of consumers are engaging in even the most routine activities online, and as much as $158 billion in brick-and-mortar sales are moving to digital channels. It’s no longer just a matter of, ‘can I take a credit card online?’” said Benson.

Payments 256

Payments Cards Online Apple 256

PYMNTS

JULY 13, 2017

AI is undoubtedly affecting the backend of retail as far as helping to streamline operations and marketing efforts, but the true impact of this technology is probably going to be derived from the value it provides to customer service.

Retail 212

Retail Customer Experience Study Online 212

PYMNTS

AUGUST 16, 2016

percent, according to a new study. The study, conducted by ARC from Applause, a research group that analyzes the apps economy, looked at 50 of those top retailers that received approximately half of their total sales through mobile apps. ARC’s study analyzed 1.2 The business of retail apps is booming. billion from $35.48

Retail 100

Retail Study Mobile Comparison 100

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. This must change from the top.

Customer Experience 127

Customer Experience Fintech Regional Cards 127

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

PYMNTS

SEPTEMBER 5, 2018

The next 100 million customers will have to be in the vernacular language,” Amazon India’s director of customer experience and marketing, Kishore Thota, told the newspaper. Research discovered that eight out of 10 customers in India would rather use a non-English language while they shop.

New York 100

New York Leadership Customer Experience Study 100

Perficient

AUGUST 5, 2021

In my last post, I discussed how insurance companies that demonstrate empathetic knowledge of their consumers and deliver tailored, real-time solutions will build on their noble purpose and gain competitive advantages in a digital operating environment. It starts with putting your customer in the middle of your operating model.

Operations 309

Operations Customer Experience Policies Tools 309

Perficient

JANUARY 7, 2021

They had to change the way they operate with new social distancing guidelines. From retail to consumer goods, online and mobile sales are up significantly. They also found that the customer experience is often just as good, if not better. I remember seeing shoppers wearing gloves and masks as they entered establishments.

Marketing 309

Marketing Industry Mobile Massachusetts 309

PYMNTS

OCTOBER 23, 2020

According to Amazon, the COVID-19 pandemic has triggered a massive move to online grocery shopping, home delivery and curbside pickup. The latest IPSOS grocery study is out, and it names Walmart , Sam’s Club and H-E-B were as the top-performing U.S. It is expected that many will continue this way of shopping beyond the pandemic.

Arizona 170

Arizona Chicago Georgia Phoenix 170

Bobsguide

DECEMBER 25, 2017

On channels that cannot offer service all the time, be sure to indicate the hours of operation and how the customer may contact you otherwise. Customers should always know how best to contact you, even if your brand cannot be available at all times. They often have a preferred channel.

social media 111

social media Survey Branding Software 111

PYMNTS

JUNE 29, 2020

Consumers are leaning heavily on digital banking tools during the pandemic, and studies suggest that they will continue to do so in its wake. Running on the cloud also enables FIs to craft innovative services tailored to customers’ needs, she said, as banks can use the technology to test and scale solutions without straining their networks.

Mobile 174

Mobile Digital Banking System Innovation 174

PYMNTS

JUNE 12, 2019

LISNR Case Study. Such technology reflects a trend in the wider world of retail and payments in which various types of wireless communication are used to broaden and deepen the customer experience, and to give merchants – inside stores as well as via online and mobile channels – more capability to serve customers on their own terms.

Innovation 192

Innovation Retail Metro Case Study 192

PYMNTS

JULY 11, 2019

A recent study found that the average American ate out 185 times in 2018 — dropping from 216 times in 2000. Restaurants looking to compete against meal kit subscriptions and online grocers are increasing their patronage by accelerating and improving their services.

Tools 116

Tools System Software Cards 116

PYMNTS

NOVEMBER 23, 2016

Nordstrom is broadening the scope of its B2B gift card operations by teaming up with prepaid card company CashStar. 22), Nordstrom said it will look to expand its gift card market share by being able to reach new corporate customers. That effort also used CashStar’s services to allow consumers to order their gift cards online.

Cards 100

Cards Customer Experience Analysis Resources 100