The Neuroscience of Customer Satisfaction
Customers expect more than ever from their banks. From convenience to personalization, the bar for customer satisfaction is set higher and higher as companies like Apple and Amazon use technology and design to deliver amazing customer experiences. This makes customer-centricity a strategic imperative. Banks need every possible tool in their toolkit to surprise and delight […]
Rethinking Job Titles: Shifting Employee Perspectives in Banking
At any organization, employee titles signify rank in a hierarchy. But they can go way beyond simple rank to shape a customer-centric culture, as we learned talking with T.J. Hammond, a learning and development professional at Chick-fil-A. This discussion shed light on how a different approach to titles can empower employees and transform workplace culture. […]
Why Customer Feedback is a Prerequisite for Open Banking
In the last few years, open banking has begun reshaping how banks operate, collaborate, and serve their customers. However, there’s one vital element that can’t be overlooked as financial institutions dive into the world of open banking: customer feedback. In this article, we’ll explore why customer feedback is a crucial prerequisite for open banking’s success. […]
Open Banking’s Promise and Challenges: A New Era for Banks
Open banking is undoubtedly transforming the financial industry. The general idea: Banks partner with third-party service providers (usually fintechs) and offer services to customers via API connections. Both banks and fintechs get something out of the deal. Banks are able to offer customers an expanded array of new services and technologies, in addition to reducing […]
Why account opening has become the most important part of the customer journey
Why account opening has become the most important part of the customer journey Now more than ever, customers expect a seamless and hassle-free experience when opening a new bank account. Account opening is often the very first interaction a customer has with a bank, and it sets the tone for their entire banking relationship. Frustrations, […]
Getting Ready for Digital Account Opening: A Roadmap
Getting Ready for Digital Account Opening: A Roadmap As the financial landscape changes, it’s become clear that digital transformation is a necessity for financial institutions. Most large, traditional banks have mobile apps, where consumers expect to be able to complete financial transactions easily on their phones. More and more consumers are switching to online banks […]
