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Financial Services

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Contributor: Gustavo Imhof
Posted: 09/25/2017
CX
The 3rd generation of FinTech is fantastic news for customer experience in niche segments, says CX expert Gustavo Imhof. The surge of technology-savvy and customer-centric entrants in the financial services industry has caused great disruption in the market, forcing the industry as a whole to enhance experiences delivered to customers – putting t Full Content »
Contributor: Zarina de Ruiter
Posted: 08/22/2017
The global state of customer experience 2017
The biggest CX trends, challenges and investment priorities for the next 12-18 months With The Global State of Customer Experience 2016 being the most popular of CX Network’s reports last year, we conducted our in-depth research for the second year running through a comprehensive annual survey. We gauged the views of global customer experience lea Full Content »
Posted: 07/12/2017
MasterCard
Video interview with MasterCard’s SVP, Group Head, Customer Experience & Design Cindy Chastain is the SVP, Group Head, Customer Experience & Design at MasterCard. In an interview at the Customer Experience Exchange for Financial Services US, she spoke about: The challenges and opportunities in MasterCard’s CX transformationThe role of digi Full Content »
Posted: 07/05/2017
Case study: Coventry Building Society’s customer-first journey
The role of the empowered employee to drive a successful customer-centric company culture Rachel Haworth is the Customer Experience Director at Coventry Building Society. In a presentation at the Customer Experience Exchange for Financial Services she held an insightful presentation on creating an internal customer culture. She highlights that a Full Content »
Posted: 05/16/2017
CX TALK: Manulife on Personalisation vs Automation
Jeronimo De Miguel is the VP, Branding & Creative at Manulife. In an interview at the Customer Experience Exchange for Financial Services: US he spoke about:Creating a brand image that delights customers in an industry that struggles with trust buildingHow to develop employee brand-ambassadorsThe opportunities and challenges within personalisat Full Content »
Posted: 05/10/2017
The Customer Experience Buyer’s Guide 2017
Your ultimate resource to the key CX investment areas for 2017 and how to make the most from your vendor partnerships. There is no denying that in 2017 for organisations to stay ahead of their competitors and differentiate themselves within the market, they need to focus on providing an excellent customer experience. But while some elements of a C Full Content »
Posted: 03/28/2017
How Metro Bank Builds Emotional Engagement
Chris Brindley is the Managing Director of Metro Bank. In an interview at the Customer Experience Exchange for Europe, he spoke about:How financial services can rebuilt trust with their customersThe importance of speaking about fans instead of customers and colleagues instead of employeesWhy they benchmark themselves against the best retail brands Full Content »
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 Content »
Posted: 02/02/2017
Breaking Through Silos to Drive Customer-Centricity
At the Customer Experience Exchange Financial Services: US there was an insightful panel discussion on how to drive customer-centricity within an organisation, including how to work through silos. Hosted by Maura Hunter, Senior Vice President at Fidelity, the panel also includes Jennifer Watkins, Global Head of Customer Innovation & Foresight Full Content »
Posted: 01/26/2017
Standard Life Customer Insight Analytics
Stephen Ingledew is the former Managing Director, Customer and Marketing at Standard Life plc. In his presentation at the Customer Insight and Analytics Exchange he spoke about the power of analytics. He highlighted the necessary marriage between marketing, IT and sales to capture the power of data, create greater customer insight and increase en Full Content »
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 Content »
67 results
of 7