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 ...
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 ...
We’ve all learned about Charles Darwin’s studies on evolution, and heard examples of species that are now extinct because they didn’t learn how to adapt to environmental changes. The same lesson can be applied to branches (the species) in the context of changes in retail banking (the environment) ...
Last week, I traveled to Las Vegas for the annual BAI Retail Delivery conference, and spoke with numerous retail banking executives during breakout sessions as well as in the expo hall. The keynote session by ABC’s Shark Tank’s Barbara Corcoran and Robert Herjavec kicked off the conference, sharing ...
Today, the care center experience can set companies apart. ATB Financial, a leading Canadian financial institution, is harnessing out-of-the-box thinking and culture, combined with workforce optimization and customer analytics, to help create unique and amazing experiences for customers and team ...

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