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Last Friday, Engageware had the privilege of having Rackspace Futurist, Robert Scoble and Crowd Companies Founder, Jeremiah Owyang, join Engageware’s CEO for a webinar on the On-Demand (Concierge) Economy. The webinar panelists discussed drivers for the on-demand economy and how consumers today expect services and goods at their fingertips. Per the discussion, leading companies are […]

The Concierge Economy is defined as disruptive brands (such as Uber) providing information at consumers’ fingertips (mobile or web), then providing the service (such as taxi service) instantly, at a reasonable cost. Uber, a ride-sharing service founded in 2009, is now valued at over $50 billion dollars with a presence in 58 countries and 300 […]

The majority of banks and credit unions today face a crippling and pervasive problem that is impacting every area of their business — from efficiency to employee productivity to revenue — and most negatively affecting front line staff that deal directly with customers (not employees). What’s the issue all these banks and credit unions have? […]

For many in the retail world, the months leading up to NRF’s Big Show last week were exciting, action packed, and consumed by show prep. The hard work paid off: the event was a great success, with many informative sessions to attend and interesting booths to visit. But now, as NRF excitement finally wanes, it’s […]

Without the ability to properly and effectively manage customer complaints, banks and credit unions put customer retention at risk, a direct factor in bottom line profitability. Furthermore, bank complaints and credit union complaints are closely watched by regulators meaning that more complaints means more scrutiny from regulatory agencies. So, while customer complaints are not a […]

Banks that hope to compete in today’s market must put the consumer first. In the current market, that means focusing on digital channels. As more and more consumers prefer to bank online, via a tablet, desktop or mobile phone, banks must find a way to offer the best digital experience possible. Often, one of the […]

Last week I attended the Intersect Retail conference in NYC which featured intimate discussions on hot button topics affecting digital marketing and e-commerce executives in the apparel and accessories space. The overwhelming theme this year was dependent on the online vs. in-store shopping experience, and the retail panelists continually placed a renewed value on the physical store. […]

Engageware recently conducted a survey of 1,052 consumers, asking in-depth questions regarding their perceptions and behaviors around customer experience and banking. Engageware also surveyed 100 senior-level bank executives about their plans around customer experience, products and services, and branch transformation. The following are some highlights from both surveys: Banks still have opportunities to provide a […]

The retail industry is at an inflection point. The consumer’s path to purchase has dramatically changed over the past decade. Once linear, shopping has transitioned to a more convoluted process that looks more like a kindergartner playing connect the dots. In response, retailers are vigorously pursuing the development of a seamless and successful omni-channel retail strategy. […]

Today’s consumer has less money, patience, and time. However, that same consumer is more demanding, empowered, and intelligent. This fundamental shift in the consumer’s identity has changed the game and how it’s ultimately won. Before Askjeeves, Google, Wikipedia, or the internet in general, how did we settle those heated debates with friends or family over pointless trivia, like how […]

Engageware recently conducted a survey of 1,029 consumers which asked in-depth questions regarding their perceptions and habits around retail shopping. The survey reveals that various demographics have different shopping habits. For example, Millennials have different shopping habits than Baby Boomers or Gen Xers. The infographic below reveals why retailers must keep different demographics in mind in terms […]

As today’s consumers are more demanding than ever, financial service organizations must provide a superior customer experience across the whole customer journey — from an initial digital touchpoint, to the in-branch experience. Logix Federal Credit Union has recently found success in increasing business volume in its branches throughout the Los Angeles market by delivering a seamless and more integrated online/offline customer […]