Customer Experience

Not long ago, banks and community-based financial organizations, such as credit unions, were almost exclusively brick-and-mortar establishments.

We’ve all watched high-performance athletes lose a race by mere fractions of a second. It's compelling to watch whether the athlete is running on a track, racing down a ski hill, or skimming across a swimming pool.

The adage that retaining current customers is more cost-effective than acquiring new ones has never been more critical than in today’s insurance industry. Faced with increasing competition, insurance companies must closely monitor existing customers’ needs to succeed in any market.

Consumer expectations for business interactions have climbed to new heights.

In the ultra-competitive unified communications (UC) market, the landscape of products is increasingly nuanced, making it more difficult to differentiate portfolios and stand out to customers. Adding to the challenge, new and traditional competitors constantly impose themselves on customers with attractive new offers.

October was National Cybersecurity Awareness Month. While it’s great to have a month focused on raising awareness about the importance of reducing online risks, cybersecurity challenges don’t go away when the month ends. They are there all year, and they are constantly evolving.

In the highly competitive financial services industry, banks must ensure customers enjoy an easy and efficient experience at each journey stage. There’s simply too much risk that poor experiences will tarnish the bank’s reputation, turn away customers, and negatively impact the bottom line.

Kids are back in school, the days are getting shorter, and pumpkin lattes are hitting coffee shop counters – all signs another busy summer travel season is behind us.

Today’s financial institutions must deliver powerful customer experiences (CX) to stand out from a market saturated with retail banking apps and fintech startups. Modern financial services clients are no longer satisfied with generic offers and mass marketing – they expect hyper-personalized recommendations tailored to their unique needs.

The pressures of the ongoing shift to a digital-first strategy force financial organizations to improve operational efficiency, reduce costs, and provide a best-in-class customer experience (CX).