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Financial Services
Contributor: Radhika Jindal
Posted: 12/14/2016
Customer Experience Transformation: Financial Services
The 6th Annual Customer Experience Transformation: Financial Services assembled CX leaders from across the financial services sector, who shared their insights on keeping up with evolving consumer demands and digitalisation of this traditional industry. The event tackled major CX challenges and provided innovative ideas to develop and tailor a suc Full Article »
Contributor: Tania Silva-Jones
Posted: 02/07/2017
RBS Data Analytics Customer Insight
Lee Wilson works on strategy analytics, marketing and customer decisioning at Royal Bank of Scotland (RBS). In an interview at the Customer Insight and Analytics Exchange she spoke about:Understanding and adapting to the changing face of customer needs and behavioursThe importance of data and analytics in the banking industryTools that have helped Full Video »
Contributor: Zarina de Ruiter
Posted: 03/06/2016
Interview with the Customer Service Director at FinTech company Euroloan Group about optimising call centre outsourcing, employee engagement, and customer complaint management.Petra Mengelt is the Customer Service Director at Euroloan Group PLC where she is an advocate of involving all organisational layers to participate in customer experience. Full Podcast »
Contributor: Richard DeSilva
Posted: 05/16/2016
financial services
The Nordic financial industry has awoken to the importance of customer experience being the key competitive differentiator. As with the global industry, the region has seen increased commoditisation around the consumer-side of the product, increased realisation that customers are becoming more fluent with their understanding of the financial produ Full Whitepaper »