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.

Steve Morgan Banking Industry Market Lead at Pegasystems

Can Banks Do More to Support Their Customers Through COVID-19?

In the last few decades, it is easy to generalise that banking has been, like most industries, focused on the quarterly, half, and full-year financial results. While this generalisation is unfair, the pandemic has highlighted that more should, and needs, to be done in terms of focussing on the needs of the customer. The COVID-19 pandemic highligh...

02 December 2020 /retail /covid-19

Steve Morgan Banking Industry Market Lead at Pegasystems

How Can Banks Improve Their Service This National Customer Service Week?

National Customer Service Week is held every year to highlight the importance of customer service within organisations - this year it is being held from Monday 5th through to Friday 9th October. As it approaches, I would like to consider why brilliant customer service has been so critical for banks this year, as well as how financial institutions ...

29 September 2020 /retail /covid-19

Steve Morgan Banking Industry Market Lead at Pegasystems

Why banks need to build empathy into every part of their business

During the COVID-19 pandemic, some banks have made it into the press for the wrong reasons – for their poor customer service. In one case, a bank’s customer had passed away after a long period of illness. Her daughter, who had power of attorney, informed the bank of her death and followed up five times to have the funds transferred and old bank acc...

29 September 2020 /retail /covid-19

Steve Morgan Banking Industry Market Lead at Pegasystems

How Will Banks Communicate the End of COVID-19?

When coronavirus hit the UK earlier this year, banks were incredibly quick to respond to their customers’ needs, with offers of mortgage freezes, payment holidays and loans. In fact, Britain’s high street banks have granted almost 1.5 million consumers payment holidays who are struggling to repay their credit cards and personal loans during the co...

23 June 2020 /retail /covid-19

Steve Morgan Banking Industry Market Lead at Pegasystems

Bouncing Back in Financial Services: Looking After Your Customers and Your Employees

With most businesses having to shut up shop almost overnight as a result of COVID-19, thousands of people have either been furloughed or lost their jobs and are struggling to make ends meet. Understandably, their cashflow issues are leading to a deluge of enquiries to their banks, relating to loan concessions and restructuring, short-term cash disb...

14 May 2020 /retail /covid-19

Anand Subramaniam SVP Global Marketing at eGain Corporation

Clone Your Best Bankers, Ignite Sales, and Turbocharge Growth

Introduction “A decade on from the global financial crisis, signs that the banking industry has entered the late phase of the economic cycle are clear: growth in volumes and top-line revenues is slowing, with loan growth of just 4 percent in 2018.” - McKinsey, Inc. “Banks are challenged with growth. In fact, the average operating income growth rat...

01 April 2020 /people /retail

Joris Lochy Product Manager at Intix | Co-founder at Capilever

The war for direct customer contact - Banks should fight along!

In March of this year, the World Wide Web celebrated its 30th anniversary. In these 30 years, there has been an exponential increase in the number of websites. Today there are over 1.5 billion websites on the world wide web. Although less than 200 million are active, these are still astronomical figures, which make it almost impossible for users t...

19 November 2019 /retail

Andrew Stevens Global banking and financial services specialist at Quadient

Communicating change: cost or opportunity?

Not a lot of things seem certain in the UK economy at the moment, but most people seem to agree on the fact that the Bank of England may well raise interest rates in the not-too-distant future. As any lender or homeowner knows, this means significant changes both for mortgage holders and providers, and over the longer term, increased costs. These...

30 October 2019 /retail

Steve Morgan Banking Industry Market Lead at Pegasystems

Commercial Banks need to Step up their Game on Client Service

In retail banking, a bank only has one customer (or two) per account. In the corporate scenario however, there are so many more stakeholders for each account which makes service excellence far more complex. When customers are international, achieving excellent client service also comes with geographical challenges such as different currencies, lan...

30 October 2019 /ai

Rajkumar Subramanian Vice President at Genpact

AI fueled personalized intelligent routing to drive customer experience transformation

In today’s world, consumers expect everything to be personalized catering to their met and unmet needs. Onus is on the enterprises to figure a way to deliver a personalized experience such as target offering and services to stay as the market leaders. Contact centers have always played a subtle role in establishing the brand asides the usual Marcom...

20 August 2019 /ai