Banks and other financial service providers are facing unprecedented challenges. Not only are regulatory pressures increasing, but a new wave of financial start-ups is entering the market, using technology to transform everything from loans to payment processing. Whether it is new branch-based banking, different ways of raising finance through crowdfunding sites such as...
2014 was an extremely busy year in the customer experience market. The combination of more demanding consumers, new contact channels and increased regulation drove innovation and increased investment in customer service departments as organisations aimed to differentiate themselves from competitors and boost revenues. This increased focus translated into record numbers of visitors to the Epti...
As they operate in a highly regulated environment, many banks and financial services companies have been wary of becoming involved in social media. There has been a real fear that a throwaway tweet could be seen as endorsing a product when it isn’t the right fit for a particular customer, leading to potential misselling claims and action by regulators.However when handled properly the benefi...