Five Steps to Transform the Banking Customer Experience

whitePaper | October 1, 2022

Some of the best innovations come from recognizing pain points and having the resolve to alleviate them. The scope of fintech became visible over a decade ago, when the success of mobile money brought into sharp focus the potential inherent in the combination of finance and technology – with innovation and empathy.

whitePaper | December 7, 2021

The financial services industry has long held a reputation of being traditional and conservative, largely due to the security and regulatory guidelines under which it operates. Yet, being conservative and reactive aren’t the qualities you need to improve the customer experience. On the contrary, your organization needs to be agile and responsive to a changing business environment One way to ensure that your financial services firm stays agile is to implement a cloud contact center. This eBook explores how cloud contact centers enable financial services organizations to stay agile and elevate the customer experience. Moreover, it examines how versatile cloud contact centers adapt to the unique needs of diverse institutions such as banking, investment management, and insurance.

whitePaper | August 25, 2022

This paper studies the economics behind the investment in information technologies (IT) by U.S. commercial banks in the past decade. By linking banks’, IT spending to their lending technologies, we analyze the distinctive natures of banks’ dealings with information across various lending activities. Investment in communication IT is shown to be associated more with improving banks’ ability of soft information production and transmission, while investment in software IT helps enhance banks’ hard information processing capacity. We exploit polices that affect geographic regions differentially to show causally that banks respond to an increased demand for small business credit (mortgage refinance) by increasing their spending on communication (software) IT spending. We also find that the entry of fintech induces commercial banks to increase their investment in IT—more so in the software IT category.

whitePaper | October 3, 2022

By taking advantage of today’s technologically advanced world, there are many opportunities for financial institutions to innovate and enhance customer experience, beginning with building meaningful and authentic connections with customers. Exceptional customer engagement is an important component of quality customer experience as a whole, it directly impacts the way in which your customers interact with your organization. While a negative customer experience, such as an unpleasant interaction with customer service representatives or failure to accommodate a customer’s urgent needs, can easily tarnish the reputation of your financial institution (FI) and detract from the entire customer experience. Consequently, it is important that FIs not only seek out new ways to communicate with customers, but also exceed their expectations entirely.

whitePaper | October 31, 2020

Property management is an industry that has seen steady yet significant growth over the past year. Obviously, the industry has been affected by the recent economic downturn, and property managers have been placed in a demanding position. Investopedia1 informs us that property managers are routinely responsible for managing real estate assets held by another entity, either a business or a person. Thus, the economic downturn caused by the COVID-19 pandemic has left many people in the unfortunate position of not being able to meet their rental obligations.

whitePaper | October 6, 2022

Financial services are undergoing a shift today that is changing the face of banking. Gone are the days of monolithic banking, in which products and services are siloed off from each other, and banks manage their own mainframes. The future of banking is digital, and this demands agile, instant and intelligent IT infrastructure. Established banks will no longer be expected to act alone in developing and distributing products. New models like open banking and real-time payments incentivize banks to collaborate with partners, new start-ups and established players within and beyond the financial services industry. But this future path also poses risks, as any potential collaborator could also be a competitor. Established banks will have to think more like fintechs and challenger banks, while continuing to ensure security, compliance and a full suite of services for consumers and businesses alike.