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Dwindling Customer Satisfaction In U.K. Hampers Banks' Ability To Cross-Sell
Accenture survey shows a drop in customer satisfaction and a growing willingness for customers to shop at other banks for new financial services.
Customer Discontent: Uncaring Banks Not Winning Consumer Trust
Corporate Executive Board's quarterly Consumer Financial Monitor report shows the masses don't feel so positive about financial institutions. How can banks beat the perception?
Don't Confuse Emerging Mobile Consumers with Obsessive Service Addicts
Mobile banking users fall into distinct segments with unique needs. According to Novarica's Madhavi Mantha, banks can maximize the impact of their mobile banking efforts by designing and deploying mobile capabilities that appeal to their unique customer bases.
The Limits of Social Media Analytics and the Need for Human Analysis
There's significant value in having people -- not just software -- monitor social media comments.
Smart Hires Can Improve the Customer Experience
Behavioral assessments built into hiring solutions improve decisions and systematically enhance the overall quality of the workforce.
How to Evaluate Your Contact Center
For contact centers to become more effective, banks should evaluate their contact centers from the outside in.
Social Media is a Gift for Banks
Organizations should have an enterprisewide social media strategy that involves marketing and the contact center.
Improving Customer Service Requires Looking Beyond the Screen
Banks need to get a sense of customer behaviors and pull the feedback in from the customers to find out how to better service them.
Q&A: How Citi Staff Use Social Media to Collaborate
Bank Systems & Technology speaks to Paul Butcher, director of communications central for Citi to confirm a tip that bank's employees are uncommonly active at using social media tools for internal collaboration.
Banks Mining Social Networks with Analytics Tools
With the help of social media analytics tools, savvy banks including Citi, SunTrust, ING Direct and First Tennessee are listening to and gleaning useful insight from social media conversations.
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