QStory’s Post

Bank Branches Are Still a Vital Channel: · 45% of Gen Z won’t open an account at a branchless bank · 21% of consumers research new products by visiting the branch · 37% of consumers close new accounts in branches. Learn how you can improve CX in your branches. Watch the video: Choreographing the Branch Customer Experience. https://lnkd.in/gSjywY3A

🖥️📣The positive energy from last Tuesday's event is still in the air, but the next very interesting discussion is just around the corner. Join us to discuss a key topic of customer experience, the Employee Experience, with two incredible experts and an open discussion with other CX professionals. The event is online and in English. #customerexperience #employeeexperience #cxpa #sharingiscaring Anne-Laure Vaudan, Barbara van Duin CCXP, Gregorio Uglioni, Helen Gavrilova, Jukka Hekanaho, Michael A. Grund, Dr. Maxie Schmidt

#CX Quality may have dipped globally, but how did European banks fare? This week on the CX Cast, Oliwia Berdak and Jana Gül join me to share some key insights into how #European #banking customers perceive the quality of their experiences in 2024. TL;DR: #Emotion matters more than ever! Thanks to producers Christian Prandi and Eleanor Theriault for editing! #CXIndex #NPS #CXmeasurement

The face of the 'high street' continues to evolve, influenced by customer expectations and other social and economic factors and trends. What does this mean for financial services providers and their branch network? It's a fact that for many consumers, even those who are 'digitally savvy', the bank branch remains an important channel when they want to engage with a financial services organisation, so we're enabling #CXAutomation to empower organisations with new ways to elevate customer/member experience and improve outcomes for everyone.

Moderating panels like this one is what drives me every day in the development of The Banking Scene. These conversations feed my hunger to understand better the future of banking and how to build better banking going forward, which is my ultimate mission with this valuable community. Thanks a lot Rintse Zijlstra, CEO Europe of ClearBank and Marinka van der Meer, CCO of De Volksbank, for your trust in joining us, and for the compliment asking me to moderate and not someone else. Will you join us in this panel dedicated to uncovering the dynamic changes and innovative strategies reshaping customer interaction and engagement within the banking and financial sectors? In an era of rapidly evolving customer expectations, we will delve into how traditional and emerging financial institutions are redefining their engagement models to stay ahead. We uncover insights on leveraging technology to enhance customer experiences, the importance of trust and transparency in building lasting relationships, and how they are navigating the challenges and opportunities presented by the digital age. All the info on the event and tickets can be found here: https://lnkd.in/efUEBjmy

🌊 Every internal interaction creates ripples that shape the client experience. That’s why I’m thrilled to partner with a community banking client this week—right in the heart of #CustomerServiceWeek! 🙌 What excites me most about this work is helping teams connect the dots. True service excellence isn’t just about front-line customer interactions; it’s a culture that permeates every role in the organization. Customer service is often viewed through the lens of external touchpoints—solving client problems, meeting needs, and building trust. But we can’t forget the power of internal relationships. The way we communicate, collaborate, and support one another behind the scenes directly influences the level of service we provide to clients. When banks invest in fostering a service-driven culture—both on the front lines and behind the counter—they build stronger, more engaged teams that deliver not just customer satisfaction but lasting relationships. #CustomerService #CommunityBanking #IntegrityService #TransformingTeams

Wednesday Wisdom: E37 - Top Banking & Financial Service Brands We recently conducted a research study on customer experience and loyalty for top brands across financial services and four other industries. What we found is that top brands differentiate themselves through professionalism, easy to do business with, and knowledgeable. What was more interesting was the definition that the customers gave to those three topics. It would seem that those three differentiators are aimed directly at the contact center. But what we found is that customers are evaluating the entire company across these areas. Is the website professional, can I channel switch easily and is the website easy to understand and accurate. Visit my site at www.sean4cx.com to download the full report, as well as other great content. #cxtransformation #cxstrategy #customerexperience

Hello everyone, My 3rd year students Navaneetha Krishna.T, Guru Aditya, Aghilan and Sooraj Rao are conducting a case study titled "Recent Trends in E-banking sectors".The objective of this study is to know the usage of recent technological advancements in E-Banking sectors and to identify consumer behaviour, customer satisfaction level and to identify the areas for improvement and also to understand the security and risks associated with customers while using E-banking platforms. We would greatly appreciate your support by sparing some time to fill this survey.Thank you! #E-Banking sectors #Consumer behaviour #Risks#Technological factors#Customer satisfaction https://lnkd.in/d-8jFQCc

Credit Unions: Do you know what the next generation of members expects from you? Are you in position to meet those expectations? Did you know that over 80% of customers nowadays expects their issues to be resolved within 24rs? Are you in position to deliver that? Do you know which parts of your 'member journey' you can't afford to underdeliver because it triggers them going to your competitor? Don't Guess...CX! #IAMCX If your Credit Union is based in the Caribbean or the US, and you don't have answers for these questions, let's chat. Understanding how Customer Experience Management and Voice of Customer tech can help you add more members and keep more members could make the world of difference. Island Analytics & Marketing, LLC SANDSIV #creditunions #customerexperiencemanagement #revenuegrowth

Awesome day at the Banking Summit yesterday 🤩 great to be back on stage again this year with Luke Hannan MBA talking about transforming the customer experience through #digital #data and #analytics. Key summary: - Emerging tech: no surprises #genAI featured… my advice once again was focus your efforts on solving the actual business problem and ask does this problem require proven or nascent techniques? if you’re trying to feed a baby dessert 🍨 before they’ve built the digestive system to process vegetables 🥕you’re going to have some issues 😁 - getting your Information Architecture in order, targeting the right data and investing in its management over time has a huge impact on how fast you can scale and the value you can extract from investments. - listen to your customers, and be targeted in what you deliver: use qual and quant to help you pin point the right investment to make in your digital. More features doesn’t always = better experience. What is the difference that will make the difference? Thanks to my co-panelists for sharing their experiences! Chris Thomas James Render