Blog

The 4 factors driving customer impatience in financial services

Published on: June 10, 2015
Author: Pauline Ashenden - Demand Generation Manager

Across the financial services industry, providing a tailored, high quality customer experience is becoming vital for success. Whether a retail bank, insurer or provider of investment products such as pensions, organizations have to make the customer journey clear, seamless and easy to understand if they want to win and retain clients.The old model of a customer signing up to a bank for life or aut...

The growing importance of customer service in the APAC region

Published on: June 04, 2015
Author: Vincent Giraud - Business Development Manager

While Western markets struggle to recover from the global financial crisis, Asian economies are growing rapidly. APAC consumers are therefore becoming richer, better informed and more widely traveled. This is leading to greater competition for their business- in order to succeed, companies need to enhance customer loyalty.

5 ways of improving your customer service knowledge base

Published on: June 03, 2015
Author: Steve Nattress

Fast access to the right information, in the right form, is an essential part of delivering excellent customer service. Whether it is through self-service systems on the web, or providing agents on the phone, email, social media or chat channels with consistent and accurate information, knowledge is the cornerstone of a successful customer experience.A company’s knowledge base...

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...

The rise of the Customer Engagement Center

Published on: May 22, 2015
Author: Robin Tandon - Senior Product Marketing Director

Delivering a superior customer experience can now be extremely complex for companies. Consumers want to use multiple channels, and expect to be able to switch between them seamlessly on the customer journey, while still receiving the same high level of fast, consistent service, personalized to their needs. At the same time the number of incoming interactions is growing rapidly, particularly on dig...

What are the factors affecting channel choice?

Published on: May 19, 2015
Author: Pauline Ashenden - Marketing Manager

In today’s multichannel world, providing service through the channels that customers want has never been more vital. Obviously you need to deliver a consistent experience across every channel, but with resources tight, how you split agent time can be a juggling act.So it is important to understand what channels your customers are likely to use most. There are a number of factors to take into...

The 5 key areas to invest in to improve customer service

Published on: May 14, 2015
Author: Pauline Ashenden - Marketing Manager

Customer service directors face increasing challenges. They have to deal with a growing number of queries, calls, emails and tweets from consumers, who demand the highest levels of service, irrespective of channel. At the same time, they have to balance their budgets and ensure that they are delivering value to the business through efficient and cost-effective operations.Meeting these two objectiv...

Lack of understanding holds back engagement in UK and France

Published on: May 13, 2015
Author: Robin Tandon - Senior Product Marketing Director

In a previous post I looked at the biggest frustrations amongst UK consumers when they dealt with brands through digital channels such as email or social media. Research carried out by Epticahighlighted that a lack of understanding and a failure to acknowledge their feelings were not just holding back engagement, but actively causing consumers to switch supplier.The E...

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