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.

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

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