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Customers? They’re more connected and empowered than ever. The result? Financial services providers need to focus on the creation of customer platforms that deliver a satisfying experience, as well as the services and products they need.
What do we mean by a platform? In short, a platform seeks to provide an experience that adds value to the user experience beyond a list of services and products. A good platform also increases long- term customer engagement by adding new features and…Continue
Actually, it’s not an API, it’s the lack of one that can make the CIO cry.
API (Application Programming Interface) refers to something quite technical and involves creating a technology capability which ensures the bank can be connected and flexible. They typically serve as a facade to complex back-end systems which provide the products and services delivered to customers. APIs are constructed to expose a specific business function, and harnessing their power enables banks to focus on…Continue
In every customer communication there’s one simple message: “I - the customer - have something to say.” But is anyone listening?
It's as simple as ABC.
A is for ANYTIME and ANY WAY. Banking customers talk to their banks at any time they need them, not just 9 to 5, and not in ways that banks can always control. Customers expect the freedom to connect with their bank – via the telephone, email, social media and any other channel that serves their purpose. Being easy to…
With the growing adoption of smart phones, iPads and video-enabled devices, banks now have the ability to implement new channels, including video, for connecting with their customers. And, with the desire to create powerful emotional connections with the customer, video may just replace the telephone.
Telephony service remains a vital way for customers to connect with their bank. However, a video ‘chat’ with a customer presents the opportunity for a bank to deliver a more impactful…Continue