Bank economist: SA among top metros

Tony quesada | May 20, 2016

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San Antonio is outperforming many major metro areas in productivity and unemployment, while going forward, its two biggest challenges will be education and water.

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Transamerica Life Canada

Through unparalleled service and reliable, relevant life insurance and investment products, Transamerica Life Canada supports a national network of accredited advisors who provide financial solutions to Canadians in the middle market. A leader in its chosen market, Transamerica Life Canada is part of Transamerica, a highly recognized North American brand. Transamerica has been delivering on its promises for over 100 year and is committed to continuing doing just that for many generations to come.

OTHER ARTICLES

A bank account - A concept of the past

Article | March 23, 2020

Almost every recent article written about banking starts with the statement that the banking industry is being disrupted by new competitors, new innovations and new technologies. Although this statement is definitely true, the extend of the disruption can still be debated. Even the most innovative neo-banks still work with bank (current, saving, term and investment) accounts, cards (credit and debit), traditional credits, existing payment infrastructure… The user experience surrounding the origination and servicing of these products has dramatically improved (and will continue to evolve), but the underlying banking products are not really disrupted.

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How Mentorship Makes all the Difference for Next-Gen Advisors

Article | July 1, 2020

According to a recent CNBC study, only half of American workers report having a mentor, and those who do enjoy greater job satisfaction than their peers who are doing it alone. In fact, 91% of U.S. employees who have mentors say they are satisfied with their jobs. Mentorship is especially important for young financial advisors who are just starting out, trying to get a foothold into the world of wealth management. There’s a lot to learn, and not a lot of room for trial and error. As a result, many would-be advisors give up when things get tough. That’s where mentorship can really make a difference.

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How to grow your customer base

Article | August 26, 2020

Need more repeat customers? You’re not alone. Businesses of all sizes struggle to win over new shoppers and to inspire brand loyalty in the ones they already have. Pulling off both at the same time is even harder. The key to growing this group is acquiring and retaining new customers. While marketing plays a role in the process, sales and support teams are typically responsible for winning and keeping new users.

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THE DIGITAL TIPPING POINT IN FINANCIAL SERVICES

Article | May 27, 2021

There is a huge transformation underway in the financial services industry. Over the past year – as a result of the COVID-19 pandemic – clients have been forced to take on more of an active role in monitoring and planning for financial uncertainty. But the big change is that these clients have become much more emotionally invested in their organisations’ financial wellbeing. In a time where everything is digital first, it’s no surprise that many clients want to be able to search for answers themselves, escalate issues quickly and receive the support they need to better navigate the uncertain economic landscape, at speed. Of course, as clients demand a smoother and more fulfilling experience, we’re seeing a shift in how financial services companies manage their business model for success in the long term. Whilst, stereotypically, the financial services industry has been considered ‘old school’, and in many cases still lags behind other industries in the digital transformation race, the pandemic is proof in point that relying on legacy systems is just not an option for the sector anymore. Thriving during turbulent times The good news is that many organisations in the sector are already rising to the challenge, adjusting their products and services to meet the needs of customers who might have been struggling through the pandemic themselves. Siemens Financial, a division of Europe’s largest manufacturing company, for example, moved quickly to scale their service to meet surges in customer needs. The financial arm provides B2B financing solutions to a large client base covering both small businesses and large corporations. When the pandemic struck, while the company was quickly inundated with requests for support, they had the right mindset and tools already in place to keep things running smoothly. At the onset of the pandemic, the organisation witnessed a 30 percent increase in customer support ticket volumes. Like with all other businesses operating in the service industry, the team were challenged with managing a huge influx in client requests, whilst maintaining their core offering of delivering a personal service to every client. Based on a data-driven decision, the team moved its entire operation online, within 48 hours. In doing so, they were able to respond to new tickets during the peak of the pandemic within just six to seven hours, plus decrease resolution time from 24 hours to little more than eight. What’s more, they quickly moved the entire team to a remote working set up. Frictionless digital services are paramount to remaining resilient in the face of COVID-19. Of course, for all organisations, this means saying goodbye to those spreadsheets used to track customer data and instead, embracing custom built support solutions providing real-time insights to support businesses in making decisions, at speed. Investing now, for a successful future However, for organisations who have more traditionally operated off of old or outdated legacy systems, it can be hard for them to visualise what a more digital way of operating could look like in practice. As you think about the road to recovery, it might therefore be worth considering where to invest first for the best return. For example, according to the Zendesk Customer Experience Trends Report 2021, 67 per cent of customers are willing to spend more at a company providing them with a good experience. Whilst it may feel like the thriving organisations are the ones investing lots of money into CX technology, it’s clear that investment - or lack thereof - is being felt by customers too. We’ve reached the digital tipping point - where holding at the status quo will actually put companies further and further behind. It’s about equipping your employees with the right technology, at the right time. We saw that Siemens Financial could keep track of customer conversations remotely, with minimal disruption. This is because the flexible platform they used to keep track of the customer experience provided their service agents with a 360 view of all clients’ prior interactions with the team. For example, whether they’ve used WhatsApp, the phone, or email to communicate with the brand, for customer experience agents using an omnichannel platform, the conversation looks the same.

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Spotlight

Transamerica Life Canada

Through unparalleled service and reliable, relevant life insurance and investment products, Transamerica Life Canada supports a national network of accredited advisors who provide financial solutions to Canadians in the middle market. A leader in its chosen market, Transamerica Life Canada is part of Transamerica, a highly recognized North American brand. Transamerica has been delivering on its promises for over 100 year and is committed to continuing doing just that for many generations to come.

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