Trust As The Foundation For A Customer Relationship There is a growing need for customized customer experiences. At the same time, the rules on processing personal data have become stricter, and customers are more critical when it comes to their privacy. While there may tension around data processing and privacy, this situation also offers great…
Bank Achieves 70% Customer Resolution Within The IVR By leveraging advanced IVR technology, banking has steadily evolved to become more automated, much faster, and more convenient for customers. Not long ago, most banking transactions were conducted in a brick-and-mortar branch. Today nearly every banking transaction can be performed online or over the phone. This evolution…
Evolution Of Banking Over the past decade, changing consumer behavior paired with digital transformation has reshaped the financial services industry. More consumers have shifted from in-person transactions to online or mobile banking. With emerging fintech companies in the market, the closure of brick-and-mortar branches hit a new record in recent years. Since employees were operating…
Background And Scope Of The Research Over a year into the COVID-19 pandemic, there has been an increase in Customer Experience Management (CXM) outsourcing as enterprises looking to cut costs, balance risks, and maintain CX levels have turned to service providers to digitize their operations, shift to non-voice channels, and migrate to cloud services, all…
