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.

Andrew Stevens Global banking and financial services specialist at Quadient

Why banks need better communications during the cost-of-living crisis

A recent story revealed that thousands of bank customers are at risk of losing out on cash after being told to “call NOW or miss the best rates”. While lenders are generally expected to pass on any information about raised interest rates automatically, customers are now being asked to reach out about these changes themselves. This was shortly fol...

18 August 2022 /retail

Jason Ross CEO and Founder at Cirrus

How to deploy AI to improve customer engagement and retention

Initially many people expected AI to be a job-killing technology, however, that hasn’t happened. Instead, it has become a vital component for employees across the workforce, enabling them to do more qualitative tasks and remove the remedial, repetitive aspects of their roles that don’t require human control. Artificial intelligence has the potent...

20 April 2022 /people /cloud

Andrew Stevens Global banking and financial services specialist at Quadient

Bridging the gap: Rising Post Office use shows continued consumer appetite for in-person banking

UK institution the Post Office recently announced its branches handled a record £3.1 billion in cash deposits and withdrawals in December 2021, which is a 25% increase on last year’s number. The news is hardly surprising given almost 5,000 bank branches have closed in the UK since 2015. Many customers have been left looking for alternatives for i...

17 January 2022 /people /retail

Kartik Swaminathan Author - 3F: Future Fintech Framework & Founder at Fintastech (Fintech Consulting & Coaching)

Customer Service in Fintech and Digital World

In digital world we live in, FinTech’s offers enhanced convenience, experience, transparency & choice to customers. Customer expects better price, faster processing, better access, service and a peace of mind. New technologies like Chatbots, AI / ML, Social Media have somewhat enhanced the experience for customers too. In past IVR’s, call centr...

20 September 2021 /people /retail

Andrew Stevens Global banking and financial services specialist at Quadient

Traditional banks must move away from a one-size-fits nobody digital approach

If traditional banks want to continue to be a vital element in their customers’ lives, they must refocus efforts. At present, they are prioritising a one-size-fits-nobody digital approach, that costs the bank less, but doesn’t meet customer needs. By continuing on this path, banks risk being reduced to nothing but money storage vaults by the time ...

09 July 2021 /retail /predictions

Nataraj Sirisilla Senior Vice President at Temenos

SAAS and the Services Conundrum

SAAS is everywhere, every other product vendor irrespective of the domain wants to launch their existing and new products in SAAS mode. All the surveys and the likes of Gartner and Forrester of the world suggest that SAAS market is not going to be less than ~120 bn USD this year and will only go north. With such a focus on SAAS, there is one aspec...

25 May 2021 /cloud

Steve Morgan Banking Industry Market Lead at Pegasystems

Personalisation – what banks can learn from the telecoms industry

Tailored product offers, timely tips for financial management, curated messages based on a customer’s location – these are all great examples of personalisation. Yet this type of engagement continues to be out of reach for most financial institutions: in a piece of Deloitte research, less than a third of customers think they receive personalised ...

10 May 2021 /retail /predictions

Andrew Stevens Global banking and financial services specialist at Quadient

How banks can improve customer communication, as FOI reports banking nuisance calls rise 35%

This week, the results of a Freedom Information Request to the Information Commissioner’s Office revealed that complaints about banking nuisance calls and texts rose by 35% in 2020. This is particularly concerning as many consumers needed urgent assistance from banks last year as the pandemic took its toll. The data shows that 6,367 complaints wer...

07 May 2021 /people /covid-19

Retired Member 

How the finance sector can successfully deliver frictionless customer service

From adopting AI for personalising customer experiences to chatbots responding to customer queries, banks and financial institutions are turning to new technologies to streamline their operations and keep up with the changing customer landscape. At the same time, customers also want more than these new technologies. For certain queries, customers ...

19 March 2021 /covid-19 /predictions

Steve Morgan Banking Industry Market Lead at Pegasystems

Is hyperautomation in banking truly achievable?

For the second year in a row, hyperautomation has been listed as one of Gartner’s strategic technology trends for the next 12 months. Defined as “the combination of multiple machine learning, packaged software and automation tools to deliver work”, hyperautomation creates a backbone of automation tools that work together to transform business pro...

17 March 2021 /retail /predictions