Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

MEMBER
Elena Tsikhanovich
Head of the Customer support Center
21
MEMBER
David Chacon
Global Growth & New Operating Models Director
46
MEMBER
Neha Iyer
Marketing Manager
0
MEMBER
Jason Taylor
Officer of County 311 Services
0

Industry Research : New Banking Study Reveals Growth Benefits of Personalization, Innovation and Trust in Customer Experience

#contactcenterworld, @Genesys

Genesys, a global cloud provider in experience orchestration, announces the release of "The Challenge of Customer-Centric Banking," a research report conducted by FT Longitude and supported by Genesys. According to the report, financial institutions leading in delivering high-quality customer experiences are more successful at acquiring new customers, retaining talent and achieving their financial goals. It turns out that better customer experience strategies aren't just a boon for banks, but are associated with better business results.

Consumers have come to expect more from their experiences with organizations across every industry, and banks are no exception. According to the report, 61% of banking executives say expectations for customer experience are continuing to rise, and nearly half (45%) admit they are struggling to keep up. But in today's experience economy, banks can't risk missing those expectations. From attracting and retaining both customers and employees, to increasing brand reputation, to meeting financial goals, banks getting customer experience right are outpacing their competitors, proving that when it comes to people and business results, experience matters.

The window to evolve customer experience strategies and integrate the capabilities that can deliver those experiences accelerates as concerns of a recession increase. Nearly three-quarters (72%) of Customer Experience Leaders shared that personalized services become even more in demand during times of financial crisis, as consumers' financial worries grow. Unfortunately, half of banks reported being unprepared for the impact a recession would have on their customer service. And, with 60% of banks concerned that a downturn would halt their digital expansion, the urgency to evolve their strategies accelerates.

"With so much economic uncertainty, the ability to provide consumers personalized financial experiences has exponentially increased in importance," said Janelle Dieken, Senior Vice President at Genesys. "We already see the considerable impact great experiences are having on banks' business results. Those that are able to deliver the engagement their customers need, no matter the landscape, will significantly differentiate themselves. For their customers and their bottom line, investing in the future of customer experience isn't something banks can afford to miss out on."

Examining how banks approach customer experience, the study found Customer Experience Leaders have advanced their strategies by focusing on personalization and innovation and building trust, placing them ahead of their competitors in many aspects, including:

- Tailoring products and services to the real-time needs and life stages of their customers in higher rates (38% compared with 26%)

- More frequently matching advisors to the right customers (45% compared with 26%)

- Being twice as likely to be available on the channel customers want, when they want it (49% compared with 25%)

- Using individual data patterns to drive offers or experiences (39% compared with 24%)

Other highlighted findings from the report include:

The future of banking experiences means the redesign of physical banking locations. To provide richer experiences based on the needs of their customers, Customer Experience Leaders anticipate physical locations to be redesigned into financial strategy centers. This means fewer banking transactions and more coaching and financial advice personalized to the customer. Nearly half (44%) of banking executives see this as the greatest opportunity to transform the customer experience in the coming years.

When it comes to the banking customer experience, money isn't an issue — siloed data and low employee engagement are. Nearly two-thirds (64%) of respondents believe the biggest obstacle in providing consumers the experiences they expect are the internal silos that prevent integrated views of their journeys. Coming in second: high turnover and low engagement among customer-facing employees (48%). Lack of budget was the least concerning issue (6%).

Investing in technology that increases personalization is the most important priority for improving customer experience, but delivering on its promise has been complicated. With 72% of Customer Experience Leaders saying that more personalization leads to greater customer loyalty, it's not surprising that investing in new technologies that make personalization possible is seen as the most important step to improving customer experience in the coming years. Delivering experiences that feel genuine will be the differentiator: 54% believe consumers see their attempt at personalized services as generic. Ensuring the technology enables them to do so ethically and meet government regulations is equally at play, an obstacle for the personalization goals of 49% of banks.

Methodology:
"The Challenge of Customer-Centric Banking" is an FT Longitude report supported by Genesys. The insights shared here are based on a new survey of 600 banking executives across 21 countries globally.

#contactcenterworld, @Genesys

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About Genesys:
Company LogoGenesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
  Company Blog   Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Start From The Top

Read today's tip or listen to it on podcast.

Published: Monday, November 28, 2022

Printer Friendly Version Printer friendly version

2024 Buyers Guide Speech Technology

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

3.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
 

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 27426 
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =