How CX data drives customer loyalty for challenger banks

…An excerpt from this Whitepaper: “The conversation banks need to have now is moving from digital adoption, where a customer might just download and use a mobile app, to digital engagement, where a customer is invested in using features and functionality that lead them to be much more satisfied with your financial brand,” said Bob […]

3 shifts in consumer values retailers can no longer ignore

…An excerpt from this Whitepaper: Brands that got technology right during the pandemic won over consumers because they could deliver a positive digital interactions to their customers. Brands such as Target (+20% stores and digital channels), Home Depot (+25%) and Walmart (+79% e-commerce sales) experienced significant year-over-year gains throughout the pandemic. But as these temporary […]

What’s the “CX Bible”? Parables, commandments, and imperatives for challenger brands

…Expert advice on what it truly takes to deliver world-class CX Challenger brands that keep customers for life don’t just solve problems—they take high-stakes moments of customer tension and transform them into high-value, loyalty-driving outcomes. We’ve spent decades doing just that—and now we’re passing on our learnings as unflinching parables for brands across fintech, healthcare, […]

Return on Outsourcing: How challenger brands get more from BPO

…The fresh CX approach that supports and sustains disruptor brands Traditional CX isn’t enough for today’s challenger brands: static playbooks, unmotivated service agents and rigid processes that can’t adapt to rapid operational and customer-driven change. Return on OutsourcingTM is the CX approach that drives challenger brands to their biggest, hairiest and most audacious goals. Download […]

5 must-haves for world-class CX for digital banking

…With the onset of the global pandemic, it became even more critical to provide an engaging and seamless digital experience for customers. The best customer experiences in digital banking take a cue from a tried-and-true software development formula called FURPS—Functionality, Usability, Reliability, Performance and Supportability. In this playbook, we explore these five concepts and look […]

Deliver Great Customer Experiences at Any Size

…Scaling great CX is vital for digital banking challengers. Here’s how to do it. You built your company to improve the customer experience in financial services, and you can’t afford to let growth undermine your differentiation as a customer-first brand. That means treating your millionth customer as well as your first. In this whitepaper, you’ll […]

Make Your Customer Experiences Exceptional in Every Channel

…A positive experience with a brand is more influential than great advertising. That means every interaction between your customers and customer service agents or self-service tools has significant influence on how shoppers view your retail brand, whether they’re loyal, and whether they’ll recommend you to family and friends. In this whitepaper, you’ll discover: tactical tips […]

Is Employee Turnover Affecting Your Customer Loyalty?

…Turnover for contact centers is typically double the average for other U.S. industries. In some geographies and verticals it can be as high as 100%, putting productivity, performance and customer satisfaction at risk. If you’re outsourcing something as important as customer service, you need a partner that excels at employee engagement and retention, both of […]

The Best Benefits of Nearshore Bilingual Healthcare Support

…With competition heating up for Medicare Advantage plans, member support plays an increasingly important role in attracting new members and improving long-term retention. At the same time, 10,000 people turn 65 in the U.S. every day while the number of native Spanish speakers continues to grow. Taken together, these trends underscore the need for plan […]