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.
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.
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.
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:
Whether you’re a leader at a start-up aspiring to be the next Facebook or Snapchat, or a small business owner running a company that’s been in your family for years, you know that reaching your customers and maintaining those relationships is the key to success.
In today’s increasingly digital marketplace, retailers find themselves at a crossroads. Their customers are seeking products and information online, and they’re entering retail stores more knowledgeable than ever before. In order to stay a step ahead of savvy customers, retailers are turning to high-tech marketing practices to give themselves an edge. A common way to do this is to use customer contact information to market products and increase customer engagement.
Becoming the world’s greatest bank is no easy task. But that’s exactly what this bank hopes to accomplish through its world-class services and excellent customer experience. The bank serves over 225,000 personal and commercial customers at its 150 stores across the Pacific Northwest, from Oregon to California.
Government agencies traditionally receive a lot of requests from their constituents. However, with shrinking budgets and archaic systems, it can be difficult to manage these requests in an efficient manner. This is the dilemma the Rhode Island Department of Labor and Training had to overcome with its Unemployment Insurance Program (UIP).
The popular program is intended to help individuals financially when they are without a steady income. In just one year, the program received unemployment claims from more than 75,000 Rhode Island residents through its 60 call centers.
Experian Data Quality recently hit the road for CS Week in Charlotte, North Carolina. CS Week is the premier utility customer service conference for professionals at electric, gas, and water utilities. With more than 100 exhibitors, 60+ workshops, and three and a half days to network and connect with utility executives, CS Week is a great opportunity to immerse yourself in the utility ecosystem.
Three topics we heard a lot about at CS Week included ways utilities were leveraging data, improving call center efficiency, and the critical need for fraud prevention