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The 10 steps to digital customer experience success in banking

Published on: August 14, 2015
Author: Pauline Ashenden - Demand Generation Manager

Twenty years ago, the majority of banking was carried out face-to-face through an extensive branch network and most consumers remained with the same bank for much of their lives.Three factors have dramatically changed this. Firstly, new channels such as the internet have transformed how consumers interact with their banks, while increasing the range of services that they can carry out themsel...

Moving from phone to email – the lessons for US customer service

Published on: August 07, 2015
Author: Olivier Njamfa - CEO & Co-Founder

Between different countries and demographic groups there is an enormous variation in which channels consumers prefer to use to contact organizations, particularly for customer service. In this multichannel world, companies need to offer all relevant channels, but also have to understand which best fits their requirements of their key demographic groups, so they ensure they deliver superior service...

Are APAC health insurers delivering multichannel service to customers?

Published on: August 05, 2015
Author: Vincent Giraud - Business Development Manager

Health insurance is a rapidly growing market across Asia Pacific. The rise of a more affluent middle class and gaps in public healthcare mean that more and more people are now looking to private health insurers to provide for their needs.How consumers research and buy insurance policies, and then interact with insurers, is also changing fast, moving to a digital and multichannel world. Today, ...

How switched on is utility customer service?

Published on: July 31, 2015
Author: Pauline Ashenden - Demand Generation Manager

In a sector where it can be difficult to differentiate between suppliers, delivering superior customer service is increasingly vital for utilities. And as a regulated industry, it is closely watched by government and consumer groups, facing large fines for poor customer service and misselling. Last year the UK government acted to simplify tariffs and make it easier for customers to switch...

Meeting the needs of the autonomous customer

Published on: July 17, 2015
Author: Robin Tandon - Senior Product Marketing Director

The growth in online channels has dramatically changed how customers interact with brands in every sector. They now demand a better experience, across more and more channels, and are far less loyal to companies that fail to deliver what they want. As digital natives, they are empowered by the information they find online and use the internet and social media as their primary means...

Customer service and the public sector – how can it be improved?

Published on: July 01, 2015
Author: Derek Lewis

Last week UK government body HMRC said that it would spend an additional £45m to improve customer service for taxpayers. The money will be used to employ 3,000 more customer-facing staff, with a further 2,000 existing employees moved temporarily to help with the forthcoming tax credits deadline. The investment follows figures which showed that over a quarter (27.5%) ...

The importance of customer experience to building a Digital Business

Published on: June 17, 2015
Author: Robin Tandon - Senior Product Marketing Director

Last week’s Gartner Customer Strategies & Technologies Summit in London provided a perfect opportunity to take the pulse of customer service and customer experience, and to look at future trends that companies need to start preparing for now. The two day event was certainly packed with presentations, and well attended by both vendors and end users, demonstrating the vital ...

How can APAC retailers cope with customer complaints?

Published on: June 10, 2015
Author: Vincent Giraud - Business Development Manager

A research in 2014 from the Customer Satisfaction Index of Singapore (CSISG) has found that retail is the most complained-about sector in the country. According to the Index, consumer satisfaction with the overall retail sector declined significantly, dropping by 3.5%

What’s the state of digital customer experience in UK banking?

Published on: May 26, 2015
Author: Pauline Ashenden - Demand Generation Manager

The reputation of banks with consumers has suffered a dramatic fall in recent years. Branch closures, misselling cases such as those around PPI and, of course, the part that banks played in the financial crisis have all contributed to low consumer trust in the sector. At the same time the UK government has made it much easier for consumers to switch providers, attracting new entrants to the m...

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