Can AI Soothe Waning Customer Patience for Digital Banking Service?
How quickly would you drop a brand if you received negative customer service? Just to give you an idea of how the importance: in a survey of 4,000 consumers across…
Finserv
6 Must Know Financial Services Trends for 2022
Trends in financial services over the last five years have focused on improving the lives of customers by adding mobile abilities and tailoring products and services to individuals. Those trends…
Why AI Is Needed For The Shift in Retail Banking Customer Journey Mapping
In my best ominous television voice: every fifteen seconds, a retail bank or financial institution fails one of its customers. Okay, maybe it’s not that often. But somewhere, some poor…
How Search Powered Charles Schwab’s Bank Digital Transformation
Imagine if your job required you to memorize 5,632 jumpwords just to get your daily work done. That was an impossible reality for Charles Schwab, a US leader in banking…
Top 3 Banking Contact Center Trends for 2022
If you can count on one thing, it’s that customer service will only become more important for banking and financial services organizations. For growth-oriented companies, at least. Research from Salesforce…
How AI Effortlessly Connects Self-Service Channels in Banking
It’s the third decade of the new millennium and contact center management is under duress. A different kind of duress, actually, at least for financial services institutions (FSIs). In addition…
Why Search Insights are the Secret Sauce in Creating Customer Delight
Whether they focus on B2B or B2C offerings, companies have long thought of case deflections as the hallmark of providing great customer experience. If an existing customer doesn’t lodge a…
3 Opportunities to Improve CX With AI-Driven Search in Retail, FinServ, and High Tech
When it comes to improving customer experiences, you might wonder about the common opportunities among retail, financial services, high-tech SaaS, and technology services companies. Over the last few weeks, I…
5 (Surprising) Data Points on Enterprise Search—and What Tech Execs Can Do
It’s time for many organizations to dust the cobwebs off the enterprise search experiences developed on decade-old technologies that frustrate employees and are expensive to maintain. And chances are, the…
4 Personalized Service Examples: An Exploration Across Industries
If there’s one thing we embrace at Coveo, it’s that we can all learn a lot about our customers by going beyond the customer journey and taking a close look…
Biggest Trend for Retail Banks: Invisible Banking
Invisible banking sounds like something out of a tech noir movie – behemoth financial institutions doing things outside of the government eye, evil villain style. It is all about enabling…
5 Fintech Trends Shaping Customer Experience
Even before Covid-19, banks were feeling the pressure of fintech competition to provide better customer service and usability. The inability to conduct in-person transactions put additional pressure on financial services…
What 3i Investment Professionals Say About Having 90% Faster Access to Deal-Related Knowledge
“It has revolutionized my life,” said one 3i investment manager. “We’ve been waiting for this for five years,“ said another. A senior manager called it “phenomenal.” “Coveo has become an…
The Great Divide: Customer Expectations vs. Customer Service Delivery
Today’s consumers, whether B2B or B2C, are much more informed than ever before about the products and services they are buying. This newly found awareness based on product information, industry…