The Easiest Solution to The Three Biggest Factors in Loan Delinquency Today
It is easy to blame loan delinquency on the current state of the economy; however, we believe that there are additional factors despite the economy that can be changed to positively affect this struggle. When navigating the complex landscape of loan servicing, it is evident that traditional approaches often fall short, particularly in addressing three […]
AI Virtual Assistants: Elevating Customer Service Across Digital Channels
As digital transformation accelerates across industries, customer service isn’t just about being available—it’s about being responsive, personalized, and efficient. Customer service has found a new leading medium—digital channels such as web, apps, social media, and messaging platforms. 51% of customers agree that a poor digital experience is one of the main reasons they switch services, […]
8 Ways to Improve Your Bank or Credit Union’s Customer Service
Exceptional customer service is the backbone of any bank or credit union’s success. In today’s evolving digital landscape, powered by AI and advanced analytics, financial institutions need to be agile, proactive, and always eyeing the next horizon in customer service innovations. Are you in a bank or credit union seeking actionable strategies for customer service […]
Four Top Knowledge Management Strategies for Banking Excellence
To thrive in today’s financial services market, banks and credit unions must differentiate their brand through strong customer relationships. The foundation for relationship banking begins with seamless customer experiences that offer fast, accurate, and satisfactory services across all channels. This is particularly important as our recent research shows that 37% of financial services customers report […]
How Appointment Scheduling Software Drives Business Success
Nowadays, in the digital economy, online scheduling in business isn’t just a convenience— it’s a necessity. It’s about meeting customers where they are, whenever they need you. Customers expect to book appointments online in advance rather than relying on walk-in services, whether they’re scheduling a meeting with service representatives or planning a visit to their […]
25 Bank & Credit Union Conferences in 2024 You Don’t Want to Miss
Whether you’re looking to grow your bank or credit union, or simply keep tabs on innovation, conferences are a great channel for inspiration. But in the banking and credit union space, there are a lot of shows to choose from! So, we have whittled down the list to some of our favorite banking trade shows […]
Top 10 Challenges Facing Credit Unions
Credit unions offer a local, personal touch that inspires trust and fosters community — something many consumers are hungry for in an age of megabanks and mergers. But in a rapidly changing financial sector, are credit unions at risk of falling behind? Despite their appeal, customers are not ready to sacrifice the conveniences offered by larger […]
Knowledge Management: Streamlining Employee Efficiency
As financial institutions grapple with the increasing demands for immediate and accurate customer service, the need for intuitive Customer Service Knowledge Management Systems (CS-KMS) becomes ever more crucial. Gartner reports a growing imperative for leaders in operational roles to adopt enterprise service management programs, with expected growth in adoption from 10% today to 40% by […]
AI in Finance – Friend or Foe?
As the tech evolution unfolds and customer expectations rise, financial institutions face escalating challenges, navigating shifting budgets and increasing interest rates while also grappling with the need to increase deposits and elevate customer satisfaction. While Generative AI may still be new for institutions, its potential in the financial sector is already evident, with financial institutions […]
Driving Operational Efficiency: AI for Customer Service
Customer service professionals have faced escalating challenges, navigating shifting budgets and rising customer expectations in recent years. This constant push to achieve more with less calls for a strategic response. According to over 300 financial leaders consulted in recent research, Artificial Intelligence (AI) is expected to be leveraged for customer service, reshaping how the financial […]
How Customer Engagement Platforms Redefine Banking in 2024
Explore the future of banking with the rise of Customer Engagement Platforms. Discover omnichannel customer service trends in 2024.
Do More with Less: Customer Self-Service and Employee Empowerment
Highlights Navigating Staff Challenges Despite the economic ups and downs of 2023, one thing is staying steady — the challenge to attract and retain skilled staff continues to impact financial institutions and every sign suggests that finding skilled employees isn’t likely to get better, anytime soon. In the latest industry insights presented in ENGAGE Report 2024: […]