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Connecting ideas and people.

Technophobia: The Fear of the Smartphone in Mobile Banking

Posted by Chris Chamberlain on czwartek, Lipiec 26, 2018 - 21:19

The Financial Conduct Authority (FCA) recently published the latest analysis from its Financial Lives survey, which looked at the preferences and habits of nearly 13,000 people from the UK. Interestingly, the survey revealed that consumers in rural areas appear to be suffering from technophobia when it comes to banking services: they are far less likely to use their smartphones for banking than those living in urban areas.

Moving to a digital experience will pay dividends for financial institutions

Posted by Andrew Stevens on czwartek, Lipiec 19, 2018 - 14:46

Digital business transformation is a must if financial institutions want to keep pace with customer experience expectations.

According to Peter Wannemacher, Principal Analyst at Forrester, many financial institutions are moving towards an omni-channel, digital experience but, unfortunately, they are not keeping pace with shifting customer behaviours and expectations.

“If you can’t keep pace,” Peter Wannemacher warns, “you risk becoming irrelevant which could impact your organization’s growth and sustainability.”

You can bank on us: Customer communication lessons to learn from TSB’s problems

Posted by Chris Chamberlain on poniedziałek, Czerwiec 18, 2018 - 18:18

It’s been hard to ignore recent headlines about TSB Bank’s IT problems. Tens, if not hundreds, of thousands of customers were left locked out of their online accounts after the bank’s planned IT migration didn’t go according to plan. 

The lack of service, which can now be measured in weeks, would be bad enough. But the problem escalated when some people reported they could access other customers’ accounts and see their balances – one man granted access to £35,000 couldn’t even get through to flag the issue.

Reinventing the banking wheel to stay relevant

Posted by Andrew Stevens on środa, Kwiecień 11, 2018 - 21:05

Traditional banks have faced major disruption in recent years, thanks to changing consumer demands and increased competition from challenger banks. As a result, banks such as the Royal Bank of Scotland have been examining ways to reinvent themselves. Last week, Sky News revealed that RBS is working on plans to create a standalone digital bank to compete with emerging disruptors, such as Monzo and Revolut.

Where do your customer journeys lead?

Posted by Rob Daleman on poniedziałek, Marzec 26, 2018 - 19:53

Customer centricity has become an essential focus for companies today.  One of the biggest stumbling blocks to achieving this is the fact that departments in most organizations operate in silos. They are unaware of how or, in some cases, when each department has interacted with a customer which prevents the organization as a whole from providing a single seamless journey. 

Most people, at some point, have experienced the frustration of trying to work with a company where one hand doesn’t know what the other is doing.  

In 2018, Mobile is Still Not the New Branch

Posted by Rob Daleman on wtorek, Grudzień 19, 2017 - 00:35

I remember opening my first bank account when I was young.  The bank branch manager was a neighbor that my family knew well, and we went to the bank branch to open the account.  I received a shiny new passbook for my account - which I would use to log every entry in and out of my account.  Over time, I got to know the tellers I would visit, and I can still recite the numbers on that account, as I wrote them clearly on the back of every pay check that I deposited into that account.

Dear banker - It's time to put the customer at the center of your onboarding journey

Posted by Rob Daleman on wtorek, Grudzień 5, 2017 - 13:12

Few industries are feeling the effects of digital transformation more deeply than financial services.  According to Celent, in the last five years the global investment community has been ramping up investments in technology start-ups, specifically targeting the financial services industry.  By the end of 2015, Fintechs were already working with an estimated IT spend of nearly $20 Bn USD and growing.  Clearly, the financial services industry is a very attractive sector in which to focus the development of disruptive technologies.

Customer Focused CIOs Should Avoid Bimodal IT

Posted by Rob Daleman on środa, Listopad 1, 2017 - 17:22

Last week, we examined the pressures on the CMO to deliver faster, more relevant innovation to drive customer engagement across a growing number of channels, and how these pressures continue to lead to a proliferation of Martech software acquisitions that are disconnected from traditional IT systems. In fact, reviewing marketing spend on traditional vs. new forms of advertising make it clear – CMOs continue to transition away from traditional marketing channels to put their time, attention and budget into digital marketing.

IOT and Data Quality - The Next Challenge in CX Excellence

Posted by Rob Daleman on wtorek, Październik 10, 2017 - 21:33

Over the past two weeks, we’ve looked at the importance of addressing weak links across your business to activate a better customer experience, along with some strategies to better prepare your business to compete via improved CX.  This week, we will dive into the growing importance of data in powering great customer experiences, and the critical role that data quality will play soon. One of the biggest factors impacting data growth is the pervasive use of mobile devices.

Looking to offer the best possible customer experience? Then recognise the balance of power has shifted

Posted by Magali Germain on poniedziałek, Wrzesień 18, 2017 - 20:19

Customer experience is one of the key battlegrounds where 21st century businesses can, and must, differentiate themselves if they want to succeed. Any organisation looking to do this will have to understand and face the four fundamental forces: a shift in power towards consumers, an ever-expanding volume of data, new communication channels created in the digital transition, and the need to maintain regulatory compliance. But what do these forces look like? 

Machine Learning in Identity Resolution

Posted by Holger Wandt on środa, Maj 31, 2017 - 13:32

Business intelligence trends show that the focus on data analytics is rapidly increasing. New and improved data analytics tools are being created, such as the Google Analytics 360 suite. Last year Gartner stated that it is Google's intention to compete in enterprise data-driven marketing and analytics. Interesting stuff, which once again shows data management is more dynamic than ever.

TechValidate survey findings: how customers are using Quadient

Posted by Rob Daleman on wtorek, Maj 23, 2017 - 13:49
Enterprises and organizations continue to be inundated with data. In a recent report from IDC estimates are that the world will create 180 zettabytes of data in 2025, up from less than 10 zettabytes in 2015. With that much data being created, IDC analysts argue that data monetization will become a major source of revenue for organizations in the future.

KYC 2.0, Part 5: A Single Customer View

Posted by Esther Labrie on czwartek, Marzec 23, 2017 - 13:58

I began this blog series by stating you can try to create a successful company, but it won’t come together unless there is smart data management at the heart. The core of smart data management itself is a Single Customer View (SCV). With a SCV, you can provide users with the information they need, when they need it, without disturbing the day-to-day operation of these systems. As a result replacing one of the underlying systems only gets easier.

Walking the walk…

Posted by Scott Draeger on czwartek, luty 16, 2017 - 14:04

We had a very busy two weeks with the launch of Inspire R11, which is the latest in CCM technology. There are a lot of great new features in the release, but the big message is that Inspire R11 is serious about CX (Customer Experience) and UX (User Experience.)

KYC 2.0 Part 3: Enrichment

Posted by Esther Labrie on czwartek, luty 9, 2017 - 14:07

My last blog of  the KYC 2.0 series was devoted to privacy compliance. I talked about a non-intrusive way of building a record for each customer that holds all the necessary information in case you need it for privacy compliance. Quadient's statement: If handled properly, privacy compliance can be a real value driver. Ok, so I just assume by now you know about the holistic approach for financial services. Now let’s focus on another vital part of KYC 2.0: enrichment.

KYC 2.0 Part 2: Privacy compliance

Posted by Esther Labrie on piątek, Styczeń 6, 2017 - 14:05

In my last blog, I told you about the holistic approach Quadient takes on handling the digital transformation financial services are going through. The main idea: Don’t just build strong departments; create a successful company with sound data management at the heart. As promised, I will now take you along in the next step on our way to Know Your Customer 2.0: Privacy Compliance.

Listen to...the customer!

Posted by Holger Wandt on poniedziałek, Listopad 28, 2016 - 14:10

The starting point of customer lifetime value lies in making sure that the input of data is correct, valid, complete and standardized. This guiding principle is used in traditional data quality management, but it most definitely applies to "new" ways of dealing with customer data. New channels, online contact forms, self-service portals, different customer behavior - the changing environment adds new challenges to the art of intelligent data management.

Hyper-personalization: Why Banks and Insurance Companies are Sitting on a Goldmine

Posted by Rob Daleman on poniedziałek, Listopad 21, 2016 - 08:00

When it comes to data, banks and insurance companies are sitting on a goldmine. They have access to billions of data points on their customers that can be leveraged to engage in a highly contextualized manner.

The Missing Link to CX Transformation

Posted by Scott Draeger on poniedziałek, Listopad 14, 2016 - 08:00

When it comes to the CX strategy, customer communications are often one of the most overlooked—yet critical—components of the customer journey. In many cases, the CX strategy tends to focus on frontline communications— training and coaching employees regularly on how to best speak (and interact) with customers.

Keeping it Simple: The Top 4 Business Benefits of Customer Communication Management

Posted by Rob Daleman on poniedziałek, Październik 31, 2016 - 08:00

While the business benefits to adopting a centralized customer communication management (CCM) solution are plentiful, discussions around CCM can be complex at times. Let's break it down and make it simple. Here we will highlight four fundamental ways in which CCM will improve your business.


1. Improve the customer experience

Centralized CCM platforms that enable real-time, cross-channel, interactive communications result in dramatically higher customer experience. They achieve this in the following ways: