Financial Services

72 results
of 7
Contributor: Gustavo Imhof
Posted: Tue, 04/10/2018
To truly thrive, banks need to provide value beyond handling money, delivering a transformational customer experience. Joe Pine and James Gilmore pioneered customer experience with The Experience Economy. In this book, they share four stages to economy value: commodities, products, services and experiences.Banks are on the verge of the highest... Full Content »
Contributor: Zarina de Ruiter
Posted: Mon, 01/15/2018
Dan Erenso
Danske Bank interview about 2017 learnings, 2018 predictions, the rise of AI and more. Dan Bandsholm Erensø is Programme Lead in the Office of the COO at Danske Bank. In this interview recorded at the Executive Customer Contact Exchange: BFSI he answers the following questions:There is a huge amount of chatter around AI and chatbots in the... Full Content »
Contributor: Zarina de Ruiter
Posted: Mon, 12/18/2017
CX predictions
It’s that time of the year again where at CX Network we look deep into our crystal ball to predict the biggest trends, disrupters and changes that will impact customer experience in the 12 months ahead. Okay, it’s not quite as fantastical as that, we base our predictions on industry research and in-depth conversations with senior practitioners... Full Content »
Contributor: Seth Adler
Posted: Tue, 11/21/2017
‘We want to make banking a delight for customers’
In this week’s podcast interview, the Head of Customer and Digital Experience, APAC & EMEA for Citi discusses their focus on becoming a customer-led organisation EPISODE OVERVIEW: This week, CX Network podcast theatre host Seth Adler is joined by the Head of Customer and Digital Experience, APAC & EMEA for Citi, Niamh Byrne. Her focus is... Full Content »
Contributor: Seth Adler
Posted: Thu, 09/28/2017
Eytan Bensoussan
This week’s podcast interview shines a light on customer experience from a FinTech perspective EPISODE OVERVIEW: Eytan Bensoussan is CEO and co-founder of Ferst Digital, Canada's first mobile-first API-based banking platform that helps startups and small businesses bank, manage their finances, and integrate all of their financial tools in a... Full Content »
Contributor: Gustavo Imhof
Posted: Mon, 09/25/2017
The 3rd generation of FinTech is fantastic news for customer experience in niche segments, says CX expert Gustavo Imhof. The surge of technology-savvy and customer-centric entrants in the financial services industry has caused great disruption in the market, forcing the industry as a whole to enhance experiences delivered to customers – putting... Full Content »
Contributor: Zarina de Ruiter
Posted: Tue, 08/22/2017
The global state of customer experience 2017
The biggest CX trends, challenges and investment priorities for the next 12-18 months With The Global State of Customer Experience 2016 being the most popular of CX Network’s reports last year, we conducted our in-depth research for the second year running through a comprehensive annual survey. We gauged the views of global customer experience... Full Content »
Posted: Wed, 07/12/2017
Video interview with MasterCard’s SVP, Group Head, Customer Experience & Design Cindy Chastain is the SVP, Group Head, Customer Experience & Design at MasterCard. In an interview at the Customer Experience Exchange for Financial Services US, she spoke about: The challenges and opportunities in MasterCard’s CX transformationThe role of... Full Content »
Posted: Wed, 07/05/2017
Case study: Coventry Building Society’s customer-first journey
The role of the empowered employee to drive a successful customer-centric company culture Rachel Haworth is the Customer Experience Director at Coventry Building Society. In a presentation at the Customer Experience Exchange for Financial Services she held an insightful presentation on creating an internal customer culture. She highlights that... Full Content »
Posted: Tue, 05/16/2017
CX TALK: Manulife on Personalisation vs Automation
Jeronimo De Miguel is the VP, Branding & Creative at Manulife. In an interview at the Customer Experience Exchange for Financial Services: US he spoke about:Creating a brand image that delights customers in an industry that struggles with trust buildingHow to develop employee brand-ambassadorsThe opportunities and challenges within... Full Content »
Posted: Wed, 05/10/2017
The Customer Experience Buyer’s Guide 2017
Your ultimate resource to the key CX investment areas for 2017 and how to make the most from your vendor partnerships. There is no denying that in 2017 for organisations to stay ahead of their competitors and differentiate themselves within the market, they need to focus on providing an excellent customer experience. But while some elements of a... Full Content »
72 results
of 7