The Data You Need to Measure Voice-of-Customer (VOC)

Posted by Bradley Chalupski on Jan 16, 2018 8:29:35 AM

4 minute read

In today’s competitive banking environment, understanding your customers is critical to success. Getting inside their heads begins with comprehending the customer experience they expect and how it matches up with what they actually experience with you.

Knowing how to measure customer experience and keep management’s finger on the pulse of what customers are thinking, however, is not easy. Neither is finding opportunities for differentiation or facilitating positive ROI changes.

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Topics: Fintech

Artificial Intelligence and the Future of Customer Engagement in 2018

Posted by Kenny S. on Jan 12, 2018 9:45:09 AM

4 minute read

If Uncle Ben were around today, he might have these words for young Peter Parker: “With great tech comes great responsibility”.

We might say the same to every business that’s deployed artificial intelligence to edge out competition in the realm of customer engagement. Recent advances in AI have had a mighty influence on the quality of customer experience across many sectors, shaping customer expectations to match the current state of affairs. Just look at these numbers:

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Topics: Support

[Gaming] The 3 Best Post-Launch Marketing Channels For Indie Game Developers

Posted by Charles Owen-Jackson on Jan 11, 2018 9:57:20 AM

3 minute read

 

One of the most common misconceptions among developers is that everything is done after launch. This couldn’t be further from the truth.  Post-launch support, marketing and development are the defining factors that make any video game stand the test of time. In fact, it’s only once a game is actually available for purchase that the fun really starts – and that’s from the developer’s perspective, too!

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Topics: Gaming

The Best Ways for Banks to Use Voice-of-Customer Metrics to Guide Self-Serve Customer Support

Posted by Bradley Chalupski on Jan 10, 2018 10:03:19 AM

4 minute read

One way for any traditional bank to remain competitive against the hordes of fintech disruptors is to provide customers with superior customer experience.

To do that effectively, they must provide excellent self-service support. Data clearly shows that the vast majority of customers prefer solving their problems without speaking to a customer representative. And that number continues to grow with each passing year.

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Topics: Fintech

How Banks Can Offer Self-Service While Avoiding Disintermediation

Posted by Kenny S. on Jan 9, 2018 9:50:28 AM

3 minute read

“I can do it myself.”

I often hear these words from my increasingly independent two-year-old son. But as it turns out, customers in virtually every market and industry are saying much the same thing through their demands for an increase in self-service options.

In fact, Gartner has predicted that by 2020 customers will manage 85% of their interactions without any assistance from a customer service representative.

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Topics: Fintech

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