Customer Service 2015-2019-2025

In the industry of customer service how it will grow nowadays. How was it in past and how it will become in future. Sharing innovative ideas about customer services like call centres, phone answering, business process outsourcing, lead generation, verification service, chat support etc.

Chirag Shah Founder and CEO at Nucleus Commercial Finance

How the customer experience has been transformed by fintech

The banking and lending sector has changed beyond recognition over the last decade alone. A key enabler for this has been technology, specifically fintech. Whereas previously, you had to go into your local high street branch to check your balance, make a payment or apply for a bank loan, now almost everything can be done online. That has been made ...

12 September 2023 /retail /predictions

Tim Loo Executive Director of Strategy at Foolproof

Consumer Duty: an opportunity for innovation

Today’s economic backdrop is tough. Major events such as the Covid pandemic and ongoing war in Ukraine have fuelled an inflationary environment that has many people and businesses facing a cost-of-living crisis. Indeed, according to PwC, some 8.9 million people experience ‘financial fragility’. In addition, one in two are under-served by financia...

11 July 2023 /regulation

Roenen Ben-Ami Chief Risk Officer at Justt

Delivering Stronger Transaction Experiences through Payments and Customer Team Collaboration

As businesses increasingly rely on digital payment systems to drive their transactions, building better customer experiences has become a top priority. One of the most effective ways to achieve this is through collaboration between payments and customer teams. By working together, they can streamline transactions and resolve customer issues faster...

21 June 2023 /payments /people

Roenen Ben-Ami Chief Risk Officer at Justt

Exploring strategies for turning unhappy customers into repeat buyers

I am constantly exploring strategies to mitigate risk and ensure the growth and stability of our business and partners. One area that always demands attention has to be customer satisfaction. Satisfied customers are not only more likely to make repeat purchases but also become loyal advocates for our brand. However, what happens when customers are ...

16 June 2023 /payments /people

John Goodale Executive Director, Head of Europe at Ubiquity

Why UK fintechs need to care about the FCA’s Consumer Duty rules

In one of the biggest shake-ups to how fintech firms approach their customer experience (CX) strategies, the U.K.’s Financial Conduct Authority is introducing new Consumer Duty rules that will  come into force at the end of July for a range of existing and new card accounts, bank accounts, consumer credit, and other financial products like mortgag...

08 June 2023 /regulation

Jessica Bayley Head of Marketing at Acquired.com

Why has the insurance sector fallen behind in customer payments experience?

The insurance industry has demonstrated both flexibility and resilience over the last few years. As digital technologies mature, more digitally forward businesses in the sector have looked to equip themselves with new capabilities to drive both operational efficiency and transformation. Deloitte’s 2023 Insurance Outlook suggests that insurers sho...

16 January 2023 /payments

Elena Berestovaya Owner, Chief Marketing Officer at Ubanksy.com, UpTrader Software Design

Customer service as a method to increase customer loyalty and retention for Forex CRM Provider

What happened? What problem did we solve? Once again, a developer nervously told a support engineer that the issue the customer is experiencing is not on our side. He added that it was at least the 4th time that he was answering this particular question and that it would be worth remembering it. The support manager got offended and replied that

27 October 2022 /startups /markets

Andrew Stevens Global banking and financial services specialist at Quadient

Why banks need better communications during the cost-of-living crisis

A recent story revealed that thousands of bank customers are at risk of losing out on cash after being told to “call NOW or miss the best rates”. While lenders are generally expected to pass on any information about raised interest rates automatically, customers are now being asked to reach out about these changes themselves. This was shortly fol...

18 August 2022 /retail

Jason Ross CEO and Founder at Cirrus

How to deploy AI to improve customer engagement and retention

Initially many people expected AI to be a job-killing technology, however, that hasn’t happened. Instead, it has become a vital component for employees across the workforce, enabling them to do more qualitative tasks and remove the remedial, repetitive aspects of their roles that don’t require human control. Artificial intelligence has the potent...

20 April 2022 /people /cloud

Andrew Stevens Global banking and financial services specialist at Quadient

Bridging the gap: Rising Post Office use shows continued consumer appetite for in-person banking

UK institution the Post Office recently announced its branches handled a record £3.1 billion in cash deposits and withdrawals in December 2021, which is a 25% increase on last year’s number. The news is hardly surprising given almost 5,000 bank branches have closed in the UK since 2015. Many customers have been left looking for alternatives for i...

17 January 2022 /people /retail