Want to build loyalty and reduce customer churn? Start with a seamless customer Experience
Long gone are the days of free toasters for opening an account. Or promoting online banking as a unique offering....
KYC and customer service: It’s all about keeping PACE
Years ago our industry adopted the ‘Know Your Customer’ (KYC) guidelines to verify identity, assess risk and prevent fraud. This...
Stop asking customers “How may I help you?” (and actually help them!)
“How may I help you?” It seems like an honest, straightforward way to start an interaction. A standard phrase that...
A tale of two customer experiences
Perhaps the biggest business trend over the past several decades has been customer centricity, making the customer experience a top...
