banking

Getting the attention of consumers and, more importantly, keeping them engaged is challenging. Unfortunately, consumers have grown accustomed to not being engaged because poor experiences when interacting with brands are typically the norm, whether it’s inconsistent information across channels, the wrong offer at the wrong time, or lack of product availability. While this represents a […]

The Financial Brand published an interesting article this week titled “5 Major Emerging Trends in Retail Banking.” All of the points—from how consumers share data with their banks to which channels people use for online banking—were interesting. But the one that stood out to me was #4: “People Still Want That Personal Touch.” Since you’re […]

On October 5, BAI will launch its all-new BAI Beacon conference, and the Engageware team will be there in Chicago to share how we help leaders in the financial services industry create conversations that drive their business. Events such as BAI Beacon are a great opportunity for attendees to discuss best practices with colleagues and […]

A recent Banking Exchange article on BankingExchange.com discusses the notion of a “simulchannel” experience in banking. In short, author John Ginovsky describes simulchannel as customers wanting their banks to know them digitally as well as in person. An example would be customers receiving a “welcome” text when they enter the branch. While the author claims this […]

Meeting the full-service advisory needs of individuals, families, business owners and senior executives, this award-winning, fast-growing firm has earned a reputation for solid counsel combined with innovative client engagement. Jason Hill, founder and president of Client Focused Advisors, sat down with Engageware to share his “10 Tips for Financial Advisors for Client Loyalty.” Founded in […]

It’s been a busy year so far for the Engageware team, and as April comes to a close it’s time for us to hit the road once again. We’re heading to Bloomington, MN next week for Barlow Research’s Business Banking Conference, May 2nd and 3rd, 2016. The show agenda is packed with two days of […]

Engageware is privileged to work with leading brands – we’re proud to help our great group of customers improve in-person service and deliver a true “concierge” experience for their clients. This week we wanted to take a closer look at the work we’ve done with one of our great banking customers, Logix Federal Credit Union. […]

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 […]

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 […]

Superior customer experience is more crucial than ever in the banking industry, and a recent article by Barlow Research emphasizes the importance of the branch visit by highlighting banks who have made the process more efficient. The research firm reports that, based on its 2014 small business data, banking customers desire shorter wait times when […]

Within the past five years, customer experience has been recognized as a core contributor to business success, driving the emergence of related programs, processes and the hire of dedicated customer experience experts in more and more corporations. Bruce Temkin, co-Founder of the Customer Experience Professionals Association, (CXPA.org), managing partner of the Temkin Group (and former […]

A fantastic article by Executive Director Curtis Bingham fosters new ideas around customer-centric management in the pursuit of better business results. Curtis provides a provocative perspective on customer loyalty and engagement. This article is the exact reason why a Responsive Engagement Platform is key to building trust and boosting customer satisfaction.  By connecting your customers […]