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Closing the experience gap: How sales performance can make or break the customer experience

31/05/2019
Customer Experience

When sales becomes about nothing more than selling, trust is eroded and the relationship between brand and customer disintegrates.

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Multi-channel compliance - turning risk to reward

01/06/2016
Compliance, Customer Data, Customer Experience, Customer Interaction Management

With customers better informed and more empowered than ever before, the adage the ‘customer is always right’ has taken on ever-greater consequence. 

Has CEM Replaced CRM?

28/08/2015
Customer Experience

CRM alone, as a technology platform, does not make an organisation customer-centric nor does it change the focus of the organisation from inward bound to outward bound.

The Path to Growth for Financial Services - Meeting the Customer Experience Challenge

14/08/2015
Customer Experience

We are no longer in the age of information but in the age of experience. Analysing the vast amounts of data captured during transactions and turning it into valuable information in a timely manner is the order of the day.

Industry Technology Update: Financial Services in Australia - A New Mindset to Drive Innovation

07/08/2015
Customer Experience

Customers are no longer looking for standard products; they are after tailored, interactive financial services solutions. A number of financial services institutions in Australia have engaged in significant transformation to meet this innovation challenge.

Bringing the Banking Customer into Focus

24/06/2015
Banking, Customer Engagement, Customer Experience

In a world where physical and virtual retail settings are rapidly converging, banks are finding that they need to engage with their customer in the right way and at the right moment in time.

Reimagining Wealth – Six Challenges Facing Wealth Management Firms

09/06/2015
Cloud, Customer Data, Customer Engagement, Customer Experience, Customer Relationship Management, Managed cloud, Wealth Management

By 2020, over $101 trillion of assets worldwide will be actively managed, dwarfing today’s $63.9 trillion of accrued assets. This will be a watershed moment for the wealth management industry.

World Retail Banking Report 2015

World Retail Banking Report 2015

07/05/2015
Analytics, Banking, Banking Technology, Big Data, Customer Engagement, Customer Experience, Digital, Financial Services

Banks are undergoing a global stagnation that is translating into a flight riskfor customer and opening the doors to competitors, according to Capgemini’s 2015 Global Retail Banking Report. Drawing on one of the industry’s largest customer experience surveys – including responses from mo

Case study: Multi-channel Delivery

20/01/2015
Customer Experience

Banks often talk about improving their customer relationships but the National Australia Bank has delivered.

Financial Services Insights – Who Owns the Customer Experience?

09/10/2014
Customer Experience

FST Media conducted an in-depth survey of 53 Australian CMOs and IT decision makers in financial services organisations across Australia on behalf of Sitecore. Tech Research Asia (TRA) was commissioned to analyse and write this report.

FST Media’s 8th Annual Technology & Innovation – the Future of Banking and Financial Services Conference: Live Polling Results

13/01/2014
Customer Experience

Live polling of the delegation provided insights on a range of topical areas including top IT priorities of the year, how organisations are leveraging technology to enhance customer experience and enable sales growth, trends for financial institutions in the year ahead, must have mobile functiona

Putting the Customer at the Heart of the Organisation

28/11/2013
Customer Experience

As banking, insurance and superannuation customers are spreading their engagements with chosen providers over the various channel offerings, financial services organisations in turn have sought align their core values with customer needs to provide truly customer-centric service.

Banks Betting Big on Big Data and Real-Time Customer Insight

23/10/2013
Customer Experience

Many banks struggle to achieve customer centricity as the primary way to attract and keep customers. Bankers confront inflexible legacy systems, lack of enterprise-wide analytics tools and a flood of transaction data, creating what is known as the big data problem.

In-Memory Computing for Customer-Centric and Transactional Banking

05/08/2013
Customer Experience

To gain a full understanding of your customers and create the exceptional banking products and service that foster loyalty and long-term relationships, you need information that is timely, reliable, and robust.

World Banking Report 2013

08/07/2013
Customer Experience

One of the biggest problems facing retail banks today is their inability to stand out in an increasingly commoditised and competitive marketplace. Few banks are forging innovation in developing new products.