As we approach the second half of the year, banks are continuing to shift their IT and marketing budgets to focus on improving and differentiating the customer experience. Consumers are demanding more convenience from their banks, who are responding by expanding channel choices and offering differentiated services that attract these fickle clients. For existing clients, banks are investing in technologies to cross-sell, deepen relationships and reduce customer attrition as part of a larger customer journey initiative. I thought the insights provided by Penny Crosman in her December 2013 article, “Top 8 Ways Banks Will Spend Their 2014 IT Budgets” did a very nice job of highlighting how IT departments will invest to support these initiatives. I wanted to comment on a few of her points to add color with what I’m seeing. Read More »
We recently attended Retail Banking 2014 in Orlando, FL, where a wealth of information and best practices were shared, with much of the focus on how the banking industry is moving forward with the evolution of the customer experience. This year’s conference focused on the issues that bankers must deal with now and in the future: revenue growth, branch optimization, digital banking, analytics, the evolution of social media, and of course, Omnichannel.
I have highlighted below a few of the key concepts and quotes from the speakers at the conference that you might find interesting. Read More »
We had a wonderful time at CDM’s Customer Experience Summit in Chicago, IL last week. CDM Media Summits bring together leading C-level executives, analysts and solution providers to network and attend interactive agenda sessions on the latest business topics and trends.
At the event, we gave the opening keynote presentation to address how enterprises can strive to meet the ever increasing demands of the customer. The summit brought together some of the leading executives from a variety of industries to explore ways of confronting and overcoming current industry issues. This year’s conference focused on topics that enterprises must deal with now, not in the future:
- Leveraging Big Data
- Social Media Marketing
- Predictive Analytics
- Digital Interactive Marketing
- Monetization of the Customer Experience
- Customer Engagement Management Platforms
Enthusiasm was at an all-time high at BAI Retail Delivery 2013 in Denver, CO last week as we continue to see major transformation in the banking industry. Within the Cisco booth, we demonstrated a series of solutions that enable digital and physical channels to become more interactive and sales focused, while improving the customer’s banking experience. Attendees were excited to walk through various live customer business scenarios – all enabled by the same infrastructure – and available today.
Cisco’s Omnichannel Booth Experience
The Cisco Financial Services team led the booth tours that took attendees through an end-to-end omnichannel experience. Participants were asked to play the role of an existing customer for the entire demonstration and were shown how Cisco can assist financial institutions in their desire to be more intimate and responsive to their clients’ needs. We demonstrated a seamless customer experience that can drive increased satisfaction and wallet share. Read More »
On November 5, retail financial services business leaders from around the world will gather at BAI Retail Delivery 2013, the financial services industry’s most comprehensive and relevant event of the year. Cisco in collaboration with Intel® will showcase our solutions portfolio that enables the Omnichannel delivery model and how it applies to various consumer banking experiences whether at home, in the branch, or on the road, to support seamless customer experiences and grow your business.
Today’s empowered financial services consumers expect a seamless experience. They want to engage with their bank when, where, and how they choose. While innovating to meet their demands, banks also must increase sales, grow profits, and reduce operating costs. Cisco executives will be at the BAI Retail Delivery Conference to demonstrate our Omnichannel sales enablement solutions that will help you:
- Transform the branch experience
- Engage customers with interactive video kiosks and signage
- Deliver premier mobile concierge service
- Extend new mobile services
Our demonstrations will show how Cisco can enable retail banks to be more intimate and responsive to their clients’ needs; driving increased client satisfaction and wallet share through seamless customer experiences, while at the same time enable business growth. Read More »