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Customer service

Key takeaways from NASWA 2017

Last week, I had the opportunity of attending the NASWA UI Directors’ Conference and IT/Legal Issues Forum in Orlando, Florida. The conference was a forum to collaborate and discuss innovative ways to improve customer service and business decision making, while fighting fraud within state workforce agencies. At this conference, I had the ability to connect with leadership to discuss the impact that quality data can have on their systems and processes.

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Experian Data Quality introduces a new Customer Success Team

In the Spring of 2017, Experian Data Quality launched our first Customer Success team under the leadership of Mary Conway. With five members already, the team is off to a strong start. Accounts have begun to be distributed to the Customer Success Managers (CSM) based on varied criteria, CSMs have met with the Account Managers aligned with the accounts, and a survey has gone out to our customers to gauge the current health of our customer relationships. 

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Learning and exploring at the 2017 Tessitura Learning & Community Conference

The Manchester Grand Hyatt hotel in sunny San Diego was the home to the 2017 Tessitura Learning & Community Conference (TLCC). In its 21st year, the Tessitura Network comprises over 550 of the world's premiere arts, cultural, and entertainment organizations united by a common technology that enables them to achieve operational excellence. Tessitura Arts Enterprise Software, the flagship product of the Tessitura Network, is a fully-integrated, single database for ticketing / admissions, customer relationship management (CRM), marketing, fundraising, memberships, business intelligence, and real-time web and mobile transactions. 

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Discussing Ecommerce trends at eTail East

In the world of Ecommerce, customer loyalty has never been more important. There are so many different options for a consumer when it comes to buying a product that price generally becomes the deciding factor. If you aren’t effectively building trust and maintaining a great brand reputation, you would want to make sure you have the most competitive prices. A little trust and a great reputation, however, can go a long way.

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Using data to improve city services

Government agencies at every level—city, state, and federal—collect large amounts of data; that’s a fact. The challenge for many lies in the ways information is collected and processed. Much of it is locked up in departmental silos, on somewhat dated computer systems, and it’s hard to access for additional analysis or to share publicly. Much of it may have been collected on paper forms or input by busy staff with lots of other things to do. Yet in any commercial organization, your data might be considered like gold dust! Locked within those siloed systems are many nuggets of valuable information that can help improve the efficiency of your entire organization, help deliver better services, and help improve the lives of your constituents.

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Top data quality values for DMVs from the AAMVA Region I Conference

Beep! Beep! The American Association of Motor Vehicle Administrators (AAMVA) held their Region I Conference this week in Portland, Maine. Thought leaders and industry professionals seized the opportunity to network with each other, learn best practices from affiliate agencies, and share insights on what’s to come in the continually evolving world of motor vehicle administration and public safety. Portland, Maine provided a beautiful backdrop to the week, especially as conference attendees set sail on a sunset ferry cruise to Peak’s Island for a lobster dinner! 

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How financial institutions can meet compliance and customer expectations

It is no secret that the financial industry is completely changing the way that it functions. Financial institutions are expected to have a comparable user experience to retailers, and at the same time continue to uphold regulatory compliance. It is important for financial organizations to understand what steps are necessary in satisfying these marketplace essentials. The more they are able to balance and prioritize compliance and providing a frictionless and automated experience for customers, the more financial institutions are able to remain competitive in a changing industry. 

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4 takeaways from Financial Brand Forum 2017

The Financial Brand Forum conference in Las Vegas was packed with sage advice and excellent ideas for bank and credit union marketers to ponder and act upon. Several sessions, such as the insightful opening keynote from Ray Davis of Umpqua Bank and the equally compelling keynote from Eric Ryan of Method, focused on the importance of organizational culture. Employee engagement and empowerment are key to success when the primary source of differentiation is how well you understand your customers and how far you are prepared to go to meet their needs.

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Customer experience trends from CS Week 2017

Affectionately dubbed ‘The Catalina Wine Mixer’ for many years by Experian Data Quality employees who have attended, CS Week 2017 certainly lived up to its reputation as being the biggest event of the year. This year’s conference took place in San Antonio, Texas and centered around customer service within the electric, gas and water/wastewater utility industries. The event drew a crowd of about 2,000 utilities professionals from all over the United States and Canada. 

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Regulation, fintech, customer experience: 3 lessons from CBA LIVE 2017

Deep in the heart of Texas, a consortium of professionals from the retail banking industry met last week for the seventh annual Consumer Bankers Association (CBA) LIVE conference. While a majority of the conference’s 1,400 attendees represent organizations across the financial services industry, they appear to share similar challenges, interests, and concerns. Specifically, keynotes and highly-attended track sessions focused on key themes, including what the current political climate means for regulatory bodies such as the Consumer Financial Protection Bureau (CFPB), how the relationship between banks and fintech companies is evolving, and how banks should be leveraging digital channels to create engaging customer experiences. Here are my three key takeaways from this year’s CBA LIVE conference:

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