Over three-quarters of consumers said that receiving personalized communications was a key factor in prompting their consideration of a brand, and 78 percent said such content made them more likely to repurchase.
But simply putting a name on an email or targeting a sales message based on recent purchases is no longer enough. Financial institutions, and custo ... Show More
Jul 28
Banks Have More Data But Still Can't Get Personal
Banks and credit unions have never known more about their customers. So why does so much of banking still feel impersonal? In this episode, David Acevedo, Vice President at Abrigo, joins Jim Marous to examine the gap between what an institution knows about a customer and what it ... Show More
40m 46s
Jul 27
YouTube: Banking's New Front Door
We can have all the trust in the world, but still lose the moment. Consumers aren’t asking many of their first financial questions in a bank branch anymore. They’re asking them on YouTube, social media, Reddit, podcasts, and increasingly through AI. New eMarketer research shows n ... Show More
9m 18s
Jun 2021
Tea, Sharks, and Internet Hubs
<p>User experience is at the heart of the fintech revolution. Innovation has centered around building better, smarter, cheaper, and more helpful services to disrupt the establishment and reinvigorate competition for the consumer. If data is the oil of that innovation, then un ... Show More
13m 54s
Jan 2024
820. Insights: Personalisation in banking
Our expert host, Kate Moody, is joined by some great guests to talk about how personalisation in banking.
Personalisation was one of the key themes that emerged from this year's annual 11:FS Pulse report, which is out now at 11fs.com/report
In the report, our experts, along with ... Show More
49m 8s
Jul 2021
545. Insights: How can tech and culture work together to shape the future of banking?
Our expert hosts, David Brear and Tim Heard, are joined by some great guests to dive into all thing new banking business models.
We start by looking at what the industry looks like now. Where are we, what are the banking models that we’ve seen come out and how has the industry ... Show More
54m 38s
Sep 2021
How Is Luxury Customer Service Evolving? | Transforming Luxury
<p>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 ... Show More
36m 53s
Aug 2024
#43 Going Beyond Basic Customer Service
On this episode, Eli Weiss, VP of Retention Advocacy at Yotpo, discusses the evolving space of customer experience and SaaS, emphasizing the importance of kindness and humility in the industry. He also discusses the importance of personalization in CX and retention, and highlight ... Show More
50m 58s