December 12, 2014 Case Study Retail Banking A playground for exceptional service One of the world’s largest financial institutions was looking to improve the performance of their online banking team. We implemented a Sandbox Learning project, a virtual contact center to help build skills
December 8, 2014 Case Study Retail Banking Credit union works hard to stay on top One of the highest-rated credit unions in the U.S. asked us to help protect their high customer satisfaction scores by improving the internal operations of the company. We developed a series of workshops to help.
October 6, 2014 Customer Strategist Retail Banking Money Talks Omnichannel sales and advisory strategy meets customer preferences to directly drive revenue across banking channels.
October 2, 2014 Customer Strategist Retail Banking Chegg Taps Into the Minds of Young Consumers The online retailer uses audience data to meet the needs of fickle yet valuable young adult consumers.
June 30, 2014 Customer Strategist Retail Banking Cirque du Soleil Balances the Art and Science of Creativity Business intelligence gives the entertainment company new insights about shows, customers, and markets
December 1, 2013 Customer Strategist Retail Banking First Direct: The Unexpected Bank With so much bad press, financial institutions have to work hard to achieve and retain customer trust. Tracy Garrad, head of British bank First Direct, fights back by putting customers first.
September 1, 2013 Customer Strategist Retail Banking Customer Experience in Retail Banking: The Bank's Perspective Akbank and BNP Paribas made improvements to the customer experience, which in turn made significant improvements to their bottom line.
September 1, 2013 Customer Strategist Retail Banking Customer Centricity Accelerates Among Global Banks Research from Peppers & Rogers Group and Efma assesses the business impact of customer centricity in retail banks.
September 1, 2013 Customer Strategist Retail Banking Merging Cultures Brings out the Best for Barclays Customers Barclays and Absa unite in Africa to build a customer-focused bank.
September 1, 2013 Customer Strategist Retail Banking Retail Banking Reality Peppers & Rogers Group and Efma recently conducted research into the state of the Customer Experience in Retail Banking. Below are some key lessons shared by banks as they make strides to be more customer-centric.
February 1, 2013 Customer Strategist Retail Banking What’s Keeping Social Media for Banks From Reaching Their Innovation Potential? Three recommendations for attainable opportunities using social media strategy.
