How to think like your customers in finance CX

28 Jan 2020 3 min

The finance industry is more competitive than ever before because customers have and, indeed, want more choice than ever before. Traditional banks should adapt to the digital transition by thinking like their customers or risk being left behind.

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How to think like your customers in finance CX

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Customisation of customer relations in an omnichannel era: a major challenge for companies

21 Jan 2020

5 min

Customisation of customer relations in an omnichannel era: a major challenge for companies

Customising customer relations is no longer optional. In a digital world, where conversations with brands begin on one channel, continue on a second, and end on a third, it is a necessity. Are you wondering how to remove the hurdles to personalisation and create customer journeys optimised with context data? The answer is in this post.

How to combat fintech startups with seamless customer experiences

14 Jan 2020

3 min

How to combat fintech startups with seamless customer experiences

New challengers in the financial industry are winning customers from traditional institutions thanks to their focus on providing seamless customer experiences with new technologies. More established brands can combat them by evolving with customer needs instead of trying to reinvent their solutions.

Why a self-service strategy is a crucial part of your CX success

17 Dec 2019

5 min

Why a self-service strategy is a crucial part of your CX success

More and more people want to find resolutions to their queries without talking to a business at all, so customer experience (CX) solutions must evolve to provide the right support at the right times. This puts great emphasis on offering a fantastic self-service solution that is available around the clock.

Are phones a thing of the past for contact centres?

10 Dec 2019

3 min

Are phones a thing of the past for contact centres?

The role of phones in the contact centre is changing thanks to the rise in artificial intelligence (AI) and virtual reality (VR), but does this mean that they are dying out as a method of communication? Let’s explore the importance of thinking like your customers to give them the support they need, when they need it, with or without phones.

Instant messaging: a good opportunity to improve your customer relationship strategy

3 Dec 2019

3 min

Instant messaging: a good opportunity to improve your customer relationship strategy

To create customer paths that are truly multi-channel, brands must be present on all the channels their customers use on a daily basis. Instant messaging, which is increasingly popular in the private sphere, is among these. In a highly connected world, it allows companies, that adopt it as a complementary channel, to enhance both customer and agent experience.

Symmetry of attention: How should you design your agent console?

29 Nov 2019

5 min

Symmetry of attention: How should you design your agent console?

To maximise client satisfaction, your agent’s primary work tool should be designed in line with the principle of symmetry of attention. The right UX design of a contact centre agent console is the result of design reviews that involve business actors and a good design system.

Symmetry of attention: Why rethink your agent console?

27 Nov 2019

5 min

Symmetry of attention: Why rethink your agent console?

To maximise customer satisfaction, you should start by making sure that your contact centre agents are happy to work there. This principle is called symmetry of attention. It is recommended to apply it to the design of your agent console, the primary work tool of your advisors.

Support, the main differentiator of a good CCaaS solution provider

18 Nov 2019

3 min

Support, the main differentiator of a good CCaaS solution provider

Nowadays, Contact Centre as a Service (CCaaS) providers must offer high-performance solutions in line with their customers' needs, and above all become true partners, endowed with expertise and an associated service offer, capable of supporting their customers throughout their project. To this end, one shouldn’t neglect the qualitative nor the quantitative aspect of support.

The call centre is dead, long live the hub of conversational interactions

25 Oct 2019

5 min

The call centre is dead, long live the hub of conversational interactions

Do you want to start a real conversation between the brand and its customers on the voice channel? To do so, it is recommended to automate customer relations in your contact centre. Using the right technologies to accelerate your automation trajectory makes your brand more available and efficient, resulting in increased customer and agent satisfaction

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