Even as many financial institutions and retailers decrease the overall number of branches or stores in their network, research shows that having a physical presence is still valued by consumers today. Customers may turn to a digital channel first to complete a transaction—they could attempt a ...
Some of today’s financial institutions are changing from a traditional staffing model—based on tellers and transactions—to a universal banker model. This is a direct response to consumers’ increasing adoption of digital channels and their desire for advanced advisory services when visiting the ...
Does it feel like déjà vu every time you read another article predicting the death of the bank branch? There’s no denying that smartphone apps and online banking have had an effect on the bank branch—and yes, consumers are moving to digital channels. But while the number of brick and mortar ...
What did more than 2,000 American consumers tell us1 made a recent positive customer experience better than their experiences with other companies? 47% felt they dealt with my request quickly 34% said they understood my issue and history 33% felt the person they spoke to was able to make decisions ...
“If it were easy, everyone would be doing it.” Or, “If it was that easy, anyone could do it.” We all want to keep our customers happy. And, we also want to protect our organization’s bottom line. So what do you do when doing what your customers want is expensive? Take a step back and do the math. ...
Engage: Asia Pacific Verint Customer Conference May 25-26; Sydney, Australia Verint executives and subject matter experts from around the world will be speaking on such topics as customer engagement optimization, customer analytics, fraud and identity analytics, engagement management, workforce ...
The rollout of chip-and-PIN cards is designed to help prevent counterfeit acts associated with credit card fraud and theft. Even still, online fraudulent purchases, a.k.a. “card not present” (CNP) fraud, remains a significant issue. For example, the market has seen chip-and-PIN adoption in the U.K. ...
Society of Workforce Planning Professionals (SWPP) April 4-6; Nashville, Tennessee Verint’s Monty Deckard, manager, business applications, will present “Moving from Flexible to Fixed Schedules: “Reel” Advantages for Your Business” at 3:45 p.m. CT on April 5. Work-life balance is increasingly ...
It may seem odd to begin a digital transformation with a legacy physical asset like a bank branch, but the reality is that the branch can be the face of any digital transformation project. Many believe that the bank branch is on borrowed time. There is no doubt that the branch has indeed suffered ...
With the convenience of online transactions comes the serious inconvenience of credit card fraud. This has led financial organizations to increasingly focus on ways to mitigate the rise in fraudster activity. Banks and online merchants should be aware that while the present transition to “chip and ...
Appointments are really the norm in most businesses today. From Apple® stores1 to urgent care facilities, people are no longer willing to wait several minutes—or even an hour—for service. Customers expect to be able to select the most convenient day, time and location to get the service they ...

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