As a result of the pandemic, people were forced to adopt digital alternatives to their traditional way of doing banking. This shift was not always smooth for the customer or the financial institution. Many consumers still wanted personalized interaction to learn about services.
Financial institutions that want to improve engagement, interactions, and brand ... Show More
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
Oct 2021
Working Toward Company Alignment with Cal Henderson, Slack Co-founder and CTO, and Genevieve Weber, Salesforce Platform, SVP and COO
<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 ... Show More
52m 1s
Feb 2022
Experience as a Service Through Empathetic Corporate Leadership with Tony Bates, CEO, Genesys
<p>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 ... Show More
45m 30s
Jan 2021
Taking Consumer Experience To The Next Level with NetMotion CMO Joel Windels
<p><a href="https://www.linkedin.com/in/linkyeah/?originalSubdomain=ca">Joel Windels</a>, the CMO of <a href="https://www.netmotionsoftware.com/">NetMotion</a>, says if you’re working on building the ultimate customer experience, you should shift your mindset and instead look at ... Show More
46m 15s
Feb 2021
A Whole New World: Why Outsourcing CX is a Whole New Ballgame with Alorica CMO, Colson Hillier
<p>Here’s the deal, customer service gets a bad rap, but the truth is that when done well, solving customers’ needs is awesome, and when you can actually give them a good experience and make their day, that’s just icing on the cake. Reaching that outcome takes work, though, and t ... Show More
38m 17s
Oct 2023
796. Focus: How to bridge the gap between banks and creators with Eric Wei and Will Kim, Co-CEOs of Karat Financial
In the latest strand of Fintech Insider, in association with Visa, we’re taking a burning question from financial services across the globe - and really putting it under the microscope with explainers, expert panels, and in-depth interviews all to bring the global community into ... Show More
38m 11s
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
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
Broadcast Television’s Digital Transformation with FOX Corporation West Coast CIO, Garrett Boss
<p>Have you ever tried to upload a video and been frustrated by the time it takes to land on the server? Now imagine you’re a broadcast crew, working the Super Bowl, with hundreds of cameras that all have to upload video simultaneously. Transferring millions of data points, and m ... Show More
41m 52s