Branch Out for Marketing Success
Financial institutions now recognize the importance of communicating to account holders through multiple channels. But they often overlook one critical success factor – retail staff.
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5 Trends Impacting Your Contact Center in 2017
By pairing data from the recently published BAI Retail Banking Outlook survey, and Harland Clarke’s personal data from years servicing the financial industry, we’ve compiled the following 5 trends to be aware of in 2017. Is your financial institution (and contact center) sufficiently prepared? Read on.
Branch of the Future and What It Means for the Customer Experience
Fewer branches translate to fewer face-to-face interactions with account holders, leading to further migration from the physical branch to digital channels. While online, mobile and the contact center are important to overall customer experience, fewer branches mean the frontline staff has an even larger impact — for better or worse.
Three Lessons from Retailers for Institutions Seeking to Better Their Customer Experience
The battle for customer loyalty isn’t just about digital vs. brick-and-mortar; it’s about customer engagement and delight. Perhaps unsurprisingly, some of the best examples for how to engage customers comes from popular retailers. What can financial institutions learn from the likes of Nordstrom and Casper about customer engagement?