AI and customer care: balancing automation and agent performance
Use cases for developing top-performing contact centre agents: AI simulation training, immersive learning & performance monitoring.
Customer service
A banker goes a-banking, volume 7: why can’t we be friends?
What 15 years of digitisation & modernisation have gotten us from the consumer’s point of view? It’s not looking great.
A banker goes a-banking, volume 4: GDPR for the masses
It is time we gave some respect back to the drops that make the ocean.
The opposite of digital: spending the millions, forgetting the customer
Every incremental triumph you celebrate in the office, is a moment of weirdness for the client.
Understanding consumer intent is the path to customer loyalty
Building loyalty means delivering convenience. But this means more than just delivering more sophisticated digital services. It means delivering a superior customer experience in every way the consumer interacts with your business.
Payroll Cards Earn Top Grades from CFSI—Except in One Area
The payroll card industry received high marks for its standards and its ability to “stretch beyond the basics,” according to a new report from the Center for Financial Services Innovation. But CFSI’s first-ever “Payroll Industry Scorecard” gave the industry an average mark for its ability to provide additional services that “improve customers’ lives.”
