Perficient

FEBRUARY 25, 2021

To avoid a fall, first take stock of your firm’s customer experience and digital maturity. We often ask clients to take our CX IQ assessment , Perficient’s customer experience diagnostic. Such tools are critical to support learning at scale so digital teams can develop the personalization and relevance customers expect.

Meeting 309

Meeting Customer Experience Branding Leadership 309

Abrigo

MAY 8, 2024

They can more easily consider how to harness genAI's power to enhance their operations, compliance, risk management, and member or customer experience. That’s equivalent to 9% to 15% of operating profits, the report notes.

Examples 221

Examples Fraud Resources Risk Management 221

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. Most large collection operations use predictive models. Customer service matters.

Operations 52

Operations Resources Strategy Tools 52

PYMNTS

MAY 5, 2020

In these worst of times, they’re even more complicated as return policies are all over the map due to the COVID-19 crisis and consumers who have amped up their eCommerce spending. Some 40 percent of respondents said they have relaxed their return policies, while fewer (27 percent) said it’s something they’re considering.

Policies 185

Policies Retail Study Washington 185

Cisco

NOVEMBER 23, 2020

Providing reliable, secure connectivity while turning data into intelligent insights about how your branch infrastructure is operating—and how it can operate better—is critical. This includes improving your customer experience and engaging with them in new ways from the moment they enter the branch. They allow you to: .

Customer Experience 149

Customer Experience Analytics Video Resources 149

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

MAY 4, 2017

Working with Mastercard will help us deliver the best possible customer experience by aligning all of our business units and dealers under one payment gateway that is fast, secure and has global scale,” said Ed Vogt, GM’s director of eCommerce, U.S. sales operations.

California 100

California Policies Company Apple 100

Bobsguide

JUNE 3, 2022

WWS solves major industry challenges such as improving self-service security or enhancing the retail banking customer experience of digital self-service banking. Q: What can organisations do to improve the security of the ATM ecosystem and enhance the user experience at ATMs?

Innovation 147

Innovation ATM Software Policies 147

ABA Community Banking

MARCH 24, 2021

The post Podcast: How the OCC’s Premises Proposal Could Hamstring Bank Operations appeared first on ABA Banking Journal.

Operations 69

Operations National Branch Design Customer Experience 69

PYMNTS

MAY 14, 2020

In a recent conversation with PYMNTS’ Karen Webster, Miller discussed the impact of shifting buyer habits on merchants’ digital sales strategies, with optimized back-end payment processes essential to delivering a powerful customer experience on the front end. Easing Transformation Through Collaboration.

Payments 169

Payments Branding Customer Experience Strategy 169

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. Most large collection operations use predictive models. Customer service matters.

Operations 40

Operations Resources Strategy Tools 40

PYMNTS

AUGUST 7, 2020

Visa recently announced a new policy to help shoppers alleviate this pain point. While operating in a faraway location won’t deter an online shopper from making a purchase with a retailer selling across borders, a lackluster checkout and payments experience could. Providing Payer Certainty.

Policies 302

Policies Online Retail Payments 302

PYMNTS

OCTOBER 22, 2020

A press release said the defendants violated Amazon’s sales policies and the law while infringing upon Childress’ intellectual property rights. It is now co-owned and operated by her two daughters, Kate and Sarah. The release said the lawsuit filed by the companies, announced on Thursday (Oct. 22), was originally filed on Aug.

Seattle 145

Seattle Branding Washington California 145

Perficient

MAY 5, 2022

While it was once expected and acceptable for lenders to enforce standardized payment due dates and policies, COVID-19 brought the impracticality and ineffectiveness of a “one-size-fits-all” approach to credit and lending to light. And for good.

Lending 354

Lending Strategy Marketing Big Data 354

CFPB Monitor

SEPTEMBER 8, 2022

In remarks yesterday to The Clearing House and Bank Policy Institute Annual Conference, Acting Comptroller Hsu discussed the growth “of banking-as-a-service (BaaS),” meaning arrangements in which a nonbank offers banking services to its customers as a way of adding value to its products and services.

Fintech 146

Fintech Risk Management Conference Lending 146

PYMNTS

JANUARY 22, 2021

One PYMNTS survey revealed up to 84 percent of consumers are choosing businesses that customize their engagement efforts to their needs. The “Public Policy Principles for Third-Party Delivery” is a collaboration between the Washington, D.C.-based Around The Order To Eat Space.

Data 144

Data Customer Experience United States Policies 144

PYMNTS

MARCH 26, 2020

If a retailer has been focused on an excellent customer experience, that should drive messaging to all three groups. Also think through the details about how you will operate as a digital enterprise. Are you going to extend the grace period on your return policy? Are you now going to offer free shipping?”.

Branding 145

Branding Retail social media Customer Experience 145

PYMNTS

JUNE 27, 2019

Kount’s AI uses both supervised and unsupervised machine learning, along with additional calculations to deliver a near-human decisions so that companies can control revenue, fraud losses and operational costs.

Fraud 143

Fraud Tools Customer Experience Policies 143

PYMNTS

AUGUST 6, 2020

“We have put people first and implemented policies that keep our team and our customers safe while still delivering the incredible customer experiences we are known for.” “Our team has done an exceptional job managing through the first half of 2020,” said Ernie Garcia, founder and CEO of Carvana.

Customer Experience 152

Customer Experience Policies Online Company 152

PYMNTS

OCTOBER 28, 2019

This growth is also creating new spend management obstacles, however, and it is becoming challenging to keep operations running smoothly. Operational expenses associated with day-to-day fleet operations can be multimillion-dollar exposure points for businesses that have large mobile workforces. Cutting Costs With New Solutions.

Management 102

Management Policies Operations System 102

Perficient

MAY 17, 2022

We believe now is the perfect time for auto lenders to address their debt collection operations. Empathy helps lenders provide an experience where borrowers feel respected, understood, and supported. Reporting and analytics to set and measure goals and forecasts for every process and function related to those goals.

Strategy 294

Strategy Customer Experience Study Technology 294

FICO

JANUARY 25, 2021

The goal of CIM is to meet regulatory rules and legislation, prevent fraud and financial crime, and manage risk—all while making it simple for customers to transact. Customer identity management operates today in an unpredictable environment. It’s important to note the differences. Document verification.

Management 98

Management Fraud Customer Experience Compliance 98

PYMNTS

DECEMBER 21, 2020

Rich Stuppy, chief customer experience officer at Kount, told PYMNTS that his company’s platform is armed to repel this new wave of digital dining devils. Kount Control applies protection, policy customization and reporting to give restaurants [a] complete [safeguard against] account takeover,” he said.

Mobile 151

Mobile Fraud Policies Study 151

Gonzobanker

FEBRUARY 8, 2022

COVID may have accelerated things, but talk of booster shots and workplace policies wasn’t the most striking contrast at AOBA 2022. The winners in this next decade will press their advantages going deep with specialized expertise and niches – customer experience and strong talent will be table stakes. price/book multiple.

Fintech 166

Fintech Customer Experience Conference Technology 166

Gonzobanker

JUNE 25, 2021

As providers like Amazon, Netflix, and Instacart showed consumers that they could easily conduct business from the comfort of their living rooms, it fell on financial institutions to step up their game and deliver virtual services that are consistently quick, simple, and personalized to customer preferences. Organization. Technology.

Customer Experience 95

Customer Experience Fraud Policies Training 95

Insights on Business

JANUARY 4, 2018

In banking and in financial services generally, we’re seeing new technologies emerge every day, in both customer-facing and operational capabilities. Fintechs were nearly all born in the cloud and they operate with a nimbleness that enables them to serve customers very effectively. Banks want immediate scalability.

Customer Experience 156

Customer Experience Innovation Fintech Technology 156

PYMNTS

APRIL 29, 2019

By leveraging innovation, we continue our strategic journey to drive digitization throughout our worldwide operations,” John Ahearn, global head of trade for Citi Treasury and Trade Solutions, said in the press release. “We The goal is to help the bank focus on trade activities that need to be examined as part of its escalation process.

Analytics 123

Analytics Compliance Innovation Operations 123

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

Perficient

JULY 11, 2022

Since Square purchased Afterpay, customers can get an Afterpay card to use with participating retailers that operate with Square, which lets customers use Afterpay for in-store purchases. Afterpay is offered at thousands of merchants – notable names include Nordstrom, Bed, Bath & Beyond, and Nike.

Fintech 474

Fintech Trends South Dakota Apple 474

Cisco

JUNE 14, 2021

New technologies and digital-first competitors meant that customer expectations were higher than ever. Consumers want to quickly receive a quote, take out a policy and make a claim with ease, using the channels they already use every day. CPaaS platforms like imi connect manage all of a business’s customer interactions, in one place.

Policies 131

Policies Software Data System 131

PYMNTS

JUNE 15, 2020

And if consumers return to webrooming, the research also explored the areas in which they want to improve their in-store experiences. The operative issue is how the tide will turn now that consumers have declared their shift to online shopping and their fear of returning to physical stores. This can be a zero-sum game at best.

Retail 175

Retail Survey Comparison Online 175

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

Bobsguide

SEPTEMBER 5, 2022

This is perhaps unsurprising: financial services executives are perceived to be overpaid; consumers fail to see that policies and regulatory updates have delivered ‘real change’; and there is an absence of better alternatives. So how can financial services operators build trust in this digital age?

Video 97

Video Digital Strategies Digital Banking Security 97

PYMNTS

AUGUST 12, 2020

For instance, McFarland said that a business can offer choices in payments, but consumers will perceive the experience as inconsistent if firms don’t find a way to do that across all of the channels in which the company operates. “In How can companies align their operations with those perceptions of choice?

Training 264

Training System Payments Customer Experience 264

PYMNTS

APRIL 15, 2019

Because the company takes a percentage of each sale from its third party sellers, as well as additional logistics fees via the Fulfilled by Amazon service, the operations now amount to twice as much in revenue for Amazon as its own eCommerce services in which Amazon sources and sells products directly.

Strategy 184

Strategy Customer Experience Online Analytics 184

Abrigo

DECEMBER 22, 2023

5 Big reasons to go digital with SMB & commercial lending Many financial institutions used a customer portal for PPP lending due to the sheer volume of customer loan requests and documents flowing to/from the bank and the customer. But the benefits of automation are a key part of the customer experience.

Lending 221

Lending Risk Management Community Management 221

PYMNTS

APRIL 1, 2020

The debit card scene has evolved over the last three decades as consumer and business interest in increased and new policies gave merchants greater agency. These larger operators sometimes made deals with card issuers, under which the latter would agree to only route payments over the former’s networks. The Durbin Amendment.

Cards 141

Cards Payments Security Fraud 141