Using AI to Drive Customer Experience

…Expect Wider Adoption of Technology as Brands Seek to Personalize Service By James Hewitt, Aigent You may not know it, but artificial intelligence is everywhere today. Ever ask Siri, Alexa, or Google Home a question? Or used Waze to find your way home? AI powers the algorithms behind these devices and apps, the social media […]

3 keys to maximizing the digital banking customer journey

…To keep up with customer demand for banking online, the banking industry has been in a frenzy to create the best digital customer experience. Customers want engaging, personalized digital service on their own schedule. Financial institutions that deliver it see results: A recent McKinsey analysis shows that the top-quartile banks in experience in the United […]

Drive seamless CX across the front, middle and back office

…Why seamless CX needs close integration of all office functions (and how outsourcing can help) Whether you’re a challenger bank, a growing fintech brand or an established giant, all financial businesses are beholden to the same natural law of entropy: The bigger you get, the more complex you become. Left to this natural order, office […]

CX Innovators: Why Oxygen wants to create the best CX on the planet

…How one challenger bank plans to set the bar for great customer experience For Aakash Shah, SVP and Head of Operations at Oxygen, the goal is simple: Provide the best customer experience on the planet. It’s not enough to be the best in a category like digital banking, he says, because your customers are judging […]

Why static CX playbooks are no match for fintech disruptors

…As a growing fintech—an ambitious, disruptive, irreverent company looking to fundamentally change the game for the better—you need more than a dusty playbook to drive customer satisfaction and retention. By Corey Besaw, Ubiquity As established brick-and-mortar banks left themselves exposed through unwieldy digital customer experiences, fintechs have seized the opportunity to differentiate through outstanding CX. […]

Webinar: Winning in Digital Banking with Better Customer Service

…COVID-19 accelerated consumer adoption of digital banking, demanding that legacy banks speed up their digital transformations and giving digital banking challengers an opening to gain market share with their agility and unrelenting focus on CX. Digital banking and CX experts come together to share lessons from the pandemic and how best to compete going forward. […]

The Opportunity for Digital Banks Is Now

…Watch Customer Experienced Reimagined at the Prepaid International Forum’s Innovation Day 2020 Neobanks and digital challengers can come through the pandemic stronger if they double down on what they do best—deliver great customer experiences. By Corey Besaw, Ubiquity 2020 has created a whole new set of challenges and opportunities for digital banks and prepaid providers—and […]

Watch: 2020 CPPO Symposium – One Digital Bank’s CX Journey

…At the 2020 CPPO Symposium earlier this month, BankMobile and Ubiquity shared key strategies for delivering customer experiences (CX) that drive long-term loyalty and record-breaking Net Promoter Scores (NPS) for the digital bank. By focusing on mission, culture, calibration and technology, including artificial intelligence, the partners have achieved a 46-point jump in NPS. Watch the […]

CX Innovators: For BankMobile, the Best CX Starts with People

…Creating a bank customers love to use might sound simple. But after more than 40 years in banking, Warren Taylor, co-founder, executive vice president and director of customer service of BankMobile, knows better. “Apps don’t create an emotional bond, people do,” Warren says. For the digital-only bank, which has a customer base of more than […]

Central Payments and Ubiquity Win Most Resilient Partnership Award

…Ubiquity and partner Central Payments are the recipients of the 2020 Most Resilient Partnership Award, which was unveiled at the Tearsheet Resilience Conference on July 23. Created by New York City-based fintech industry publication Tearsheet, the 2020 Resilience Awards recognize companies, teams and individuals rising to challenges of the pandemic. The partnership category celebrates the […]