Personalized Videos: The Future of Customer E...

For decades, banks have forced customers into frustrating phone trees and rigid IVR systems—all in the name of efficiency. But what if automation could actually strengthen customer relationships instead of eroding them? In this episode of Banking Transformed, Jim Marous speaks wi ...  Show more

About 25% of Americans can’t get a credit card from a major bank, and more than half are one or two missed paychecks from a credit crisis. Yet most financial institutions still design their products for prime borrowers and pretend the rest of the market doesn’t exist.In this epis ...  Show more

In recent decades, the race to attract and retain customers saw dizzying amounts of money spent on clienteling — the industry term for building a 1 on 1 relationship with customers. Today, for major players of scale with the resources to invest in it, successfully digitising p ...

There’s a whole new manner of interacting at work now, especially with the rise in remote and hybrid workflows. The digital transformation was already well under way and then, if the transition was a campfire, the pandemic poured lighter fluid on it. Fortunately, lots of compa ...

Empathy, in a time of stress or decision-making, goes a long way in making someone feel cared for and understood. What if the businesses providing our services, flights, meals, etc, were already thinking about our wants and needs, and laying out options that apply to us. This ...

Joel Windels, the CMO of NetMotion, says if you’re working on building the ultimate customer experience, you should shift your mindset and instead look at ...