Customer Service 2015-2019-2025

In the industry of customer service how it will grow nowadays. How was it in past and how it will become in future. Sharing innovative ideas about customer services like call centres, phone answering, business process outsourcing, lead generation, verification service, chat support etc.

Kartik Swaminathan Author - 3F: Future Fintech Framework & Founder at Fintastech (Fintech Consulting & Coaching)

Customer Service in Fintech and Digital World

In digital world we live in, FinTech’s offers enhanced convenience, experience, transparency & choice to customers. Customer expects better price, faster processing, better access, service and a peace of mind. New technologies like Chatbots, AI / ML, Social Media have somewhat enhanced the experience for customers too. In past IVR’s, call centr...

20 September 2021 /people /retail

Andrew Stevens Global banking and financial services specialist at Quadient

Traditional banks must move away from a one-size-fits nobody digital approach

If traditional banks want to continue to be a vital element in their customers’ lives, they must refocus efforts. At present, they are prioritising a one-size-fits-nobody digital approach, that costs the bank less, but doesn’t meet customer needs. By continuing on this path, banks risk being reduced to nothing but money storage vaults by the time ...

09 July 2021 /retail /predictions

Nataraj Sirisilla Vice President at Temenos

SAAS and the Services Conundrum

SAAS is everywhere, every other product vendor irrespective of the domain wants to launch their existing and new products in SAAS mode. All the surveys and the likes of Gartner and Forrester of the world suggest that SAAS market is not going to be less than ~120 bn USD this year and will only go north. With such a focus on SAAS, there is one aspec...

25 May 2021 /cloud

Steve Morgan Banking Industry Market Lead at Pegasystems

Personalisation – what banks can learn from the telecoms industry

Tailored product offers, timely tips for financial management, curated messages based on a customer’s location – these are all great examples of personalisation. Yet this type of engagement continues to be out of reach for most financial institutions: in a piece of Deloitte research, less than a third of customers think they receive personalised ...

10 May 2021 /retail /predictions

Andrew Stevens Global banking and financial services specialist at Quadient

How banks can improve customer communication, as FOI reports banking nuisance calls rise 35%

This week, the results of a Freedom Information Request to the Information Commissioner’s Office revealed that complaints about banking nuisance calls and texts rose by 35% in 2020. This is particularly concerning as many consumers needed urgent assistance from banks last year as the pandemic took its toll. The data shows that 6,367 complaints wer...

07 May 2021 /people /covid-19

Retired Member 

How the finance sector can successfully deliver frictionless customer service

From adopting AI for personalising customer experiences to chatbots responding to customer queries, banks and financial institutions are turning to new technologies to streamline their operations and keep up with the changing customer landscape. At the same time, customers also want more than these new technologies. For certain queries, customers ...

19 March 2021 /covid-19 /predictions

Steve Morgan Banking Industry Market Lead at Pegasystems

Is hyperautomation in banking truly achievable?

For the second year in a row, hyperautomation has been listed as one of Gartner’s strategic technology trends for the next 12 months. Defined as “the combination of multiple machine learning, packaged software and automation tools to deliver work”, hyperautomation creates a backbone of automation tools that work together to transform business pro...

17 March 2021 /retail /predictions

Daria Leshchenko CEO and Managing Partner at SupportYourApp

Three things fintech gets wrong about customer support

Fintech products are gaining popularity and pose real competition to traditional banking. According to the 2019 FIS PACE study, 73% of consumer banking interactions are digital. Fintech startups have already raised a record $100M in Q2 2020 and, apparently, have cracked the secret to success — better CX and personalized customer service. Direct-

15 March 2021 /startups

Steve Morgan Banking Industry Market Lead at Pegasystems

Is banks’ focus on mobile to the detriment of omnichannel customer service?

Multiple lockdowns over the last 12 months resulted in mass bank branch closures and the rapid shift to digital payments and financial services. With increased dependency on online channels, it was inevitable that the pandemic would cause an uptick in engagement with digital channels. According to research by RFi Group, there was a sharp rise in ...

01 March 2021 /retail /covid-19

Andrew Stevens Global banking and financial services specialist at Quadient

Don't be a nuisance: What financial organisations can learn from recent ICO crackdown

Last week, the Information Commissioner’s Office announced it has issued fines totalling nearly half a million pounds to four companies making nuisance calls to numbers registered with the Telephone Preference Service (TPS). It is against the law to make marketing calls to numbers that have been registered with the TPS for more than 28 days, unle...

01 February 2021 /regulation /people