Customer Engagement

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 […]

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, […]

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 […]

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: […]

In today’s Digital Era, customer service has evolved from the traditional “How can I help you?” to a more hands-on perspective—enter customer self-service. This model empowers customers with electronic support, enabling them to access information independently and efficiently manage routine tasks. It eliminates the need for live agent interaction in handling such matters, thereby freeing […]

Was it only a few years back that the banking sector was all abuzz about a new technology called chatbots? The advancements in this technology have been head-spinningly fast. If you’re looking to implement a chatbot tool or update an existing one, you might be wondering exactly what the state of the art looks like and […]

Customer experience (CX) and customer engagement (CE) are not the same thing.   Unfortunately, businesses often view the two terms interchangeably, failing to acknowledge that there is a critical distinction. This difference is essential to understanding how an organization successfully interacts with its customers to build stronger relationships.   Organizations that feel they are covering all their […]

Staffing challenges are impacting businesses across the country and financial institutions are not immune. In Engageware’s ENGAGE 2023: Customer Engagement in Banking, Annual Trends Report, we surveyed over a hundred banking leaders to better understand their challenges and priorities for 2023. 53% reported staffing was the number challenge heading into 2023. When we asked about the contact […]

Bill Clark, Engageware CEO, on the Bankadelic Podcast What is customer engagement? How is it defined in the realm of financial services? Recently, Bill Clark, Engageware CEO, joined Lou Carlozo to discuss just that on Bankadelic: The Colorful Side of Finance. Following Engageware’s recent rebrand in late July, Bill Clark shares why the company formerly […]

Bill Clark, CEO of Engageware joined credit union expert Robert McGarvey on the CU 2.0 Podcast to discuss the latest digital banking trends. Engageware recently released its  Digital-First Banking Trends Report. The report examines usage trends related to digital self-service and appointments as financial institutions navigated the challenges of the pandemic from March 2020 through March 2021. Listen here. […]

Data reveals banking customers turn to digital at higher rates one year post COVID outbreak  It didn’t take long for people to surmise that COVID would “forever change the way we [insert adjective of choice].” Live, work, dress, exercise, socialize, etc. Within weeks (if not days) of the stay-at-home mandate in mid-March 2020, countless headlines […]

Learn how the merger of TimeTrade and SilverCloud benefits credit unions and the important role their combined technology plays in iTHINK’s digital branch strategy.

As credit unions continue to adapt their operations to the COVID-19 pandemic and re-openings, the demand for appointments continues to climb as members look for different ways to interact with their financial institution. In January 2021, credit unions using Engageware online appointment scheduling saw a 166% increase in the number of appointments scheduled per branch, […]

Branch closures and social distancing measures over the course of the last year have drastically reduced the human interaction that differentiate community banks and credit unions. The unfortunate result? Many customers are being left out in the cold. As we approach one year of COVID restrictions, customers expect that your credit union or bank have […]

Today’s customers expect omnichannel experiences requiring branch networks to provide seamless access to information, services, and trusted experts wherever and whenever they engage. Yet as banks accelerated their digital transformation last year, many discovered gaps in their online strategy and inefficient customer interactions in the absence of physical branches. Engageware recently presented at Future Branches […]

How do you distribute $37 million to 100,000 residents across the country’s second largest city in less than 30 days? How do you do that – but during the world’s largest pandemic in 100 years? A look at how an appointment scheduling model helped the City of LA achieve this feat, and how it can […]

How to get ahead of FAQs surrounding the second stimulus packages A $900 billion economic relief package was signed on December 27, 2020. This package includes a second round of stimulus payments making its way to Americans immediately and hitting bank accounts via direct deposits as early as December 29th, according to the IRS.   Here’s what credit unions and banks need to know to handle the […]

As COVID has changed client expectations around when, how, and where to meet with your organization, how are you adjusting your business to align with customer demand, stay ahead of the competition and still meet your business objectives around growth/revenue/profits? With Engageware’s Analytics for Appointment Scheduling, companies can understand the days and times that are […]

Humanizing Fintech – Fintech Goes Human Humanizing Fintech Interfaces.  Software is becoming more human-like and easier to use.  Financial institutions are driving customer happiness by humanized banking software with the use of knowledge and conversational banking human interfaces.  From Employees to Members/Customers.  Today both employees and members/customers of financial institutions are using software that’s hard to use. The best designs still lead to confusion and clutter. While design has improved over time, software is still mostly hard to […]

“We know customers who set appointments with their banker are typically more satisfied than those who don’t.” That’s according to Shawn Niehaus, SVP and director, retail financial centers and One Bank at Fifth Third who recently spoke to ABA Banking Journal. The recent article, featuring Engageware customers and other industry thought leaders, explores how appointment […]

I’ve talked with many Webex customers who want the simplicity, convenience and security to add video conferencing to their Engageware appointments to enhance meeting experiences. Through our partnership with Webex, banking associates, loan officers, portfolio managers and retailers can enhance customer interactions and ensure efficient operations. Engageware had the great opportunity to work closely with […]

2020 will be remembered for a lot of reasons (most we will want to forget), but for banking it will be remembered as the year that banking truly went digital. An increased dependency on digital banking saw a significant increase in reliance on digital self-service solutions like chatbots and live chat. In a recent webinar, […]

COVID-19 has impacted us all. But as financial institutions, what impact has COVID-19 had on customer retention and switching? In a recent webinar our friends at Rivel revealed the latest data from the Rivel Banking Benchmarks that outline the impact that COVID-19 has had on customer experience and the top reasons consumers and businesses are […]

Institutions with NPS Over 60 Have 26% Higher Growth In today’s climate of shifting consumer demand coupled with COVID restrictions, banks and credit unions are focusing on ways to keep customer engagement high, while also ensuring that the quality of each interaction remains a top priority. By offering online appointment scheduling to all customers, financial […]

The coronavirus pandemic forced banks and credit unions to pivot quickly to retool their operational strategies. Banking-by-appointment was deployed at warp speed to ensure customers had uninterrupted access to their trusted and knowledgeable experts for everything from financial advice to account services in spite of social distancing and limited branch access. Banking by appointment shifted […]

In-branch banking has changed as a result of social distancing practices and customer preferences. But keeping customers physically spaced out doesn’t need to diminish the personal touch. Adding lobby management software to a suite of customer relationship technology gives retail banks and credit unions smart tools to keep up with new regulations while maintaining highly […]

A bank or credit union’s website is one of its greatest assets. For most people their first interaction with a bank or credit union is going to their website to learn more about them or their product offerings. This is why it’s important to ensure you have a good website design and are constantly looking […]

As COVID infection rates continued to climb in parts of the country, it became clear for banks, credit unions, and other retail businesses, that there would be no immediate return to normal. Banking-by-appointment, once a nice-to-have option, is now a critical tool to maintain efficient, safe operations and grow business in the foreseeable future. A […]

COVID-19 has changed how every organization interacts with its clientele. Tasked with everything from new cleaning and sanitizing regimens to enforcing social distancing guidelines, banking leaders struggle to balance customer or member satisfaction and safe, efficient operations. Stephen Griffin, Senior Vice President, Regions Bank and Jean-Pierre Lacroix, president of SLD, a pioneer in designing retail […]

While many states are reopening or adjusting their restrictions, banks and credit unions must deliver nimble responses to demands from customers and employees for safety. As COVID becomes a long-term reality, striking the right balance between efficient operations, growth and safety for consumers and employees is key. To gain insights into the strategies banks and […]