Sponsored by: WEBINAR: Mobile Messaging Addresses the Convenience Conundrum of Digital Banking
|
|
- Chastity Day
- 6 years ago
- Views:
Transcription
1 Sponsored by: WEBINAR: Mobile Messaging Addresses the Convenience Conundrum of Digital Banking February 11, 2016
2 Today s Presenters Mark Schwanhausser Director Omnichannel Financial Services Tim Fujita-Yuhas Director, Product Management & New Product Strategy OpenMarket 2
3 Today s Agenda Mobile Messaging Redefines Personal Banking and Financial Security Serve the Mobile-First Mindset Essential Tools for Targeting High-Value Customers Use Mobile Messaging to Target Consumers Most Effectively Recommendations The Emergence of E2P Messaging for Financial Services SMS Use Cases for Your Customers OpenMarket Recommendations 3
4 Mobile Messaging Redefines Personal Banking and Financial Security 4
5 The Convenience Conundrum Convenience: Digital banking technology enables customers to conduct transactions when they want, where they want, without ever interacting with a banker. Less interaction: Digital convenience threatens to erode personal banking relationships. Reactive mode: Bankers increasingly are in reactive mode How can I help you? 5
6 Alerts and Mobile Messaging Can Redefine Personal Service Proactive personal interaction Initiate daily conversations Connect customers directly with call center reps Initiate one-on-one advisory conversations Face to face Facetime to Facetime Voice to voice Enable customers to start the conversation, too 6
7 Mobile Messaging Must Evolve to Deepen Banking Relationships, Put Your FI Into an Advisory Role Status Insight Advice Yup, I bought that. That, too. Yup. Yup (yawn) There s no way I m spending that much! I ve got to change my behavior. My bank is really looking out for me 7
8 Mobile Engagement Can Be Tailored to Target High-Value Customer Segments Moneyhawks Traditionalists Emergents Gen Y.1 (age 18-24) Gen Y.2 (25-34) Affluent customers Women Micro or small business owners 8
9 Empower Your Customers and Let Them Decide Many variables influence how consumers prefer to interact with an FI and their ultimate satisfaction Channel Device Urgency Ease of use Their location 9
10 Serve the Mobile-First Mindset 10
11 The Omnichannel Experience Requires Integrating Channels, Not Eliminating Them Banking Channel Usage (Past 30 Days) FORECAST 11
12 Consumers Use a Mix of Text, , Notifications Forecast of Alerts ( ) Overall Push Text 12
13 1 in 5 Consumers Receives Text Alerts Was this you? NO! HOURS? Until 6 p.m. Currently, about 22% of consumers receive text alerts from their bank or credit union. That translates to 47 million U.S. adults. Key factors: New banking alerts and features Text popularity Capability of every mobile phone 13 13
14 Essential Tools for Targeting High-Value Customers 14
15 Job 1: Target Your Most Profitable Customers Consumers are not one-dimensional. Moneyhawks segmentation Demographics Who they are Behaviors What they do Attitudes Why they do it Key segment discriminators Smartphone and tablet banking adoption High deposits and assets First adopter status High income Mobile bill pay adoption Online account opening Fully employed Number of bills Younger age Smartphone banking adoption E-statement adoption First adopter status Short tenure at primary FI Low income Non-bank financial services usage 15 Middle age Online banking centric Tablet banking users High deposits, assets Long tenure at primary FI Reluctant attitude toward new technology Important to feel secure Value traditional way of doing things Older age Doesn t use online or mobile banking Prefer dealing with people Distrust security of digital banking Lower income Retired Important to feel secure Value traditional way of doing things
16 Moneyhawks Buy More Products, Pioneer the Use of Emerging Digital Services Alerts: 3 times as likely as consumers overall to actively mix and match all types of alerts Yup, I bought that. PFM: They That, are 2-3 too. times more likely to use desktop Yup. PFM, bank PFM, and thirdparty PFM Yup (yawn) Account opening: 2 in 3 intended to open a checking, savings, or credit card in 2015 Mobile bill pay: They were responsible for nearly half the dollars that moved through mobile bill payments in
17 Percentage of financial managers Use Text Messaging to Target Key Customers Alerts Adoption (by Moneyhawks Segment) More than 1/3 of Moneyhawks receive all three types of alerts and 55% receive text alerts 80% 70% 60% 50% 40% 30% 20% 10% 0% 68% 61% 55% 44% 52% 46% 31% Any alert SMS Push 19% 30% 27% 10% 86% of Emergents use mobile banking and 31% receive text Text alerts can introduce valuable online-centric Traditionalists to mobile banking 3% 8% 7% 3% 1% 40% 36% Moneyhawks Emergents Traditionalists Offline Loyalists All financial managers 22% 14% Q62. Please indicate the last time you received any of the following financial alerts from (primary FI). 17 November 2014; n = varies: 616-7,378 Base: All financial managers, by segment 2015 Javelin Strategy & Research
18 Tailor Alerts for the Customers You Want to Target Heat Map of Highly Valued Alerts (By Age and Gender) 18
19 Use Mobile Messaging to Target Consumers Most Effectively 19
20 Consumers Already Cobble Together Text, , and Notifications So, What s the Best Mix? Consumers Who Received Alerts in One or More Channels (Past 12 Months) 45% 40% 35% 30% 29% 1 channel 40% All 3 channels 40% of consumers receive text, , or notifications and more than half rely on at least two types 25% 20% 18% 2 channels 2 channels 15% 10% 5% 1 channel 1 channel 1 channel 0% 1 channel 2 channels 3 channels 20
21 Pros and Cons: Alerts Highest adoption They are passive High risk of being ignored, overlooked, or deleted Lengthy legal language 21
22 Pros and Cons: Push Notifications Integrated into app experience, notification tray, and wearables Customers must download apps, turn on notifications, and develop the habit of monitoring them 57% of consumers don t receive notifications from any smartphone apps Must compete with clutter from other notifications Hard to make fraud alerts stand out. Uncertainty over whether customers receive them 22
23 Pros and Cons: Text Alerts Nearly every consumer has a mobile device, and all mobile devices receive text Consumers respond fast Consumers can take immediate action Customers can initiate conversations Widely used for two-factor authentication Easier to verify receipt 23
24 Moneyhawks and Emergents Prefer to Receive Fraud Alerts by Text Preferred Method of Receiving Fraud Alerts (by Moneyhawks Segments) SMS Push Automated phone call Live rep phone call I do not consider this valuable Moneyhawks 26% 35% 14% 7% 16% 3% Emergents 28% 30% 7% 6% 25% 5% Traditionalists 40% 16% 2% 6% 32% 4% Offline Loyalists 17% 6% 1% 10% 49% 16% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 24
25 Recommendations 25
26 1 Redefine personal banking in the digital era by initiating conversations and letting customers start them, too Use mobile messaging to upgrade customer service, and position your FI as an adviser and financial watchdog Serve the mobile-first mindset 2 Recommendations 4 Converse with your highest-value customers in the channels they prefer and consider most effective 3 26
27 The Emergence of E2P Messaging for Financial Services Tim Fujita-Yuhas Director, Product Management & New Product Strategy OpenMarket 27
28 SMS is the Most Frequently Used Aspect of the Mobile Phone of US mobile subscribers have SMS bundled in their plan prefer SMS over voice for customer service are read within 3 minutes of consumers are frustrated being tied to voice calls for customer service 28 Proprietary and to OpenMarket
29 Emergence of Enterprise to Person (E2P) Messaging Enterprise to Person (E2P) SMS Messaging is texting between businesses and people using 10 digit message originators Call or Text us at YOURNUMBER Customer Support via SMS with Live Agent User responds in a conversational format That uh-oh moment Response is conversational 29 Proprietary and to OpenMarket
30 Research Findings On Toll-Free Numbers Consumers attempted to send more than 400,000 SMS messages to Fortune 100 toll-free numbers during a one-year period. of the total attempted messages were sent to financial services companies Five of the top 10 Fortune 100 companies that received the most messages were financial services companies Conclusion: Consumers want to text their financial services companies using the toll-free numbers even though this isn t a supported channel! 30 Proprietary and to OpenMarket
31 SMS Use Cases for Your Customers 31
32 SMS Use Case for Traditionalists SMS Two Factor Authentication Message for Secure Login Middle age Online banking centric Tablet banking users High deposits, assets Long tenure at primary FI Reluctant attitude toward new technology Important to feel secure Value traditional way of doing things 32 Proprietary and to OpenMarket
33 SMS Use Case for Emergents Gift Credit & Debit Cards Younger age Smartphone banking adoption E-statement adoption First adopter status Short tenure at primary FI Low income Non-bank financial services usage 33 Proprietary and to OpenMarket
34 SMS Use Case for Moneyhawks SMS Credit Card Transaction Alert Smartphone and tablet banking adoption High deposits and assets First adopter status High income Mobile bill pay adoption Online account opening Fully employed Number of bills 34 Proprietary and to OpenMarket
35 Virtual Assistants (Machine Learning) Natural Language processing in action 35 Proprietary and to OpenMarket
36 OpenMarket Recommendations 36
37 1 Redefine personal banking with customers by text enabling your customer service toll-free phone numbers 2 Recommendations Use mobile messaging for both customer service chat and self service use cases Serve the mobile-first mindset: supporting self service solutions with live agents as well as natural language processing Converse with your highest-value customers in the channels they prefer: SMS marketing as well as customer support agent chat in addition to e- mail, mobile apps, and IVR Proprietary and to OpenMarket
38 Thank You! E2P Whitepaper? Call or Text E2P to (877) Interested to know how many customers attempted to text your company s toll-free number? sales-us@openmarket.com Want copy of today s slide deck? marketing@javelinstrategy.com 38
39 Questions? Mark Schwanhausser Director, Omnichannel Financial Services Tim Fujita-Yuhas Director, Product Management & New Product Strategy OpenMarket GA Javelin LLC, a Greenwich Associates LLC company. All rights reserved. No portion of these materials may be copied, reproduced, distributed or transmitted, electronically or otherwise, to external parties or publicly without the permission of GA Javelin LLC. Licensors may display or print the content for their internal use only, and may not sell, publish, distribute, re-transmit or otherwise provide access to the content of this report without permission. 39
CardNav SM by CO-OP Frequently Asked Questions
CardNav SM by CO-OP Frequently Asked Questions What is CardNav SM by CO-OP? CardNav technology enables superior control, security, and financial visibility via your mobile phone. It lets you manage your
More informationYOUBIQUITY FINANCE RETAIL BANKING SUMMARY.
YOUBIQUITY FINANCE - RETAIL BANKING SUMMARY. Consumers want banks to make digital self-service easier, using support technologies that build customer confidence and better relationships. Avaya Inc. All
More informationTransform In-Branch Check Buyers Into Online Check Shoppers
Sponsored by: Independently produced by: November 2015 2 FORWARD This study, sponsored by the Deluxe Corporation, explores the motivations and barriers for consumers' check ordering channel preferences,
More informationTransforming from Contact Center to Digital Engagement How Customer Engagement Must Evolve in the Digital Age
1Q 17 Transforming from Contact Center to Digital Engagement How Customer Engagement Must Evolve in the Digital Age In an increasingly digital world, business success comes not just from optimizing contact
More informationPrivacy, Identity, And Security: The Growing Risks Of Failing To Protect Personal Identity
A Forrester Consulting Thought Leadership Paper Commissioned By LifeLock June 2014 Privacy, Identity, And Security: The Growing Risks Of Failing To Protect Personal Identity Table Of Contents Executive
More informationARTICLE Evolving the Digital Journey: Innovating the Traditional Phone Channel. Deliver a Digitized Interactive Customer Experience
ARTICLE Evolving the Digital Journey: Innovating the Traditional Phone Channel Deliver a Digitized Interactive Customer Experience In today s digital world, your customers want to self-serve and demand
More informationU.S. COMMUNITY BANK RESULTS. Creating a New Level of Bank Service for Community Bank Customers U.S. COMMUNITY BANKS 1
U.S. COMMUNITY BANK RESULTS Creating a New Level of Bank Service for Community Bank Customers U.S. COMMUNITY BANKS 1 CREATING A NEW LEVEL OF SERVICE FOR U.S. COMMUNITY BANK CUSTOMERS Welcome to the third
More informationUnderstanding Self-Service Customers
With the increased functionality of such remote channels as mobile deposits, online chat, envelope-free deposits, and imageenabled ATM receipts, retail banking customers are able to fully manage their
More informationMobile Banking Impact: Quantifying the ROI and Customer Engagement Benefits. Understanding the Value of Engaging Consumers in the Mobile Channel
Mobile Banking Impact: Quantifying the ROI and Customer Engagement Benefits Understanding the Value of Engaging Consumers in the Mobile Channel It goes without saying that mobile is an important channel
More informationIntroduction 2 MARKETINGCLOUD.COM
Introduction Mobile devices have fundamentally changed us unlike any technology before. Whether it is with friends, favorites, or brands, we have grown to expect every mobile interaction to be immediate,
More informationExpectations & Experiences: Consumer Payments August 2016
Expectations & Experiences: Consumer Payments August 2016 Opportunity in an Anytime, Anywhere World From paying the mortgage to paying the babysitter, many factors influence how consumers prefer to pay
More informationNow Trending in Payments Tech
Now Trending in Payments Tech Introduction Telephone banking. Text alerts. Just a few years ago, these were the must-have capabilities for tech-savvy consumers in search of mobile convenience. But the
More informationAlternative Payments Strategy for Financial Services Providers. James Van Dyke, President and Founder
Alternative Payments Strategy for Financial Services Providers October 2009 ATM, Debit and Prepaid Forum James Van Dyke, President and Founder 1 QUIZ: Presented by Javelin Strategy & Research Name: Company:
More informationA R TICLE. Upgrade Voice Calls with [24]7 Active Share. Converting Voice to Digital
A R TICLE Upgrade Voice Calls with [24]7 Active Share Converting Voice to Digital Technology has dramatically changed the customer service landscape within the last decade. The exploding popularity of
More informationAlert to their needs. How two companies use SMS to deliver instant information
Alert to their needs How two companies use SMS to deliver instant information 2 People like to be kept informed. Having the information you expect or need gives you the sense of being in control. It can
More informationMillennials vs. Boomers Are There Any Differences?
Millennials vs. Boomers Are There Any Differences? Graham Knowles Enterprise Solution Architect [24]7 2017 24/7 CUSTOMER, INC. Boomers: The Generation That Built the Internet Quiz Question 1 In What
More informationANNOUNCING 2017 MOBILE BANKING AWARD WINNERS
ACIG 2017 MBILE BAIG AAR IERS As mobile banking has matured from a readonly delivery point channel for account updates to a critical transaction and account management hub, consumers shifting expectations
More informationTransform your support services into an exceptional customer experience. An Extension of Your Business. First Data Consumer Experience Management
First Data Consumer Experience Management Transform your support services into an exceptional customer experience. Your customers expect you to understand their wants and needs. Our solutions help you
More informationQUANTIFYING THE BUSINESS IMPACT OF CUSTOMER SERVICE
December 2018 Sponsored by Introduction Irritating issues affect customers daily. In every industry a customer will inevitably contact customer service to voice a problem. I ve bought your product but
More informationUsing Financial Services. Banking on the Go. Financial Literacy Theme. Using Financial Services. 21st Century Skill(s)
UNIT 2 Using Financial Services Topic Using Mobile Banking LEARNING OBJECTIVE(S) Students will: explain common mobile banking features and uses. research and evaluate mobile banking services offered by
More informationInbound Strategy, Outbound Strategy and the Most Important Strategy of All: Blending Them Into a Seamless Interaction for Your Customers
Inbound Strategy, Outbound Strategy and the Most Important Strategy of All: Blending Them Into a Seamless Interaction for Your Customers Introduction Ensure your contact center provides a better experience
More informationIs Your Largest Branch Open for Business?
Is Your Largest Branch Open for Business? estrategy for Today s Financial Institutions Ron Daly President/CEO DigitalMailer, Inc. www.digitalmailer.com What We ll Cover Today What is the world of estrategy
More informationWhite Paper. Increasing Electronic Billing and Payments Adoption: Four Proven Methods to Convert Consumers From Paper to Electronic Channels
White Paper Increasing Electronic Billing and Payments Adoption: Four Proven Methods to Convert Consumers From Paper to Electronic Channels Increasing Electronic Billing and Payments Adoption: Four Proven
More informationSolutions. Billing and Payment Solutions for Billers A Multichannel, Integrated Approach to Reduce Costs and Delight Customers
Solutions Billing and Payment Solutions for Billers A Multichannel, Integrated Approach to Reduce Costs and Delight Customers Solutions Are you looking to reduce costs, collect payments faster and delight
More informationHere, There, Everywhere: The Rise of Omnichannel Banking. Chris Fleischer Market Research Manager D+H
Here, There, Everywhere: The Rise of Omnichannel Banking Chris Fleischer Market Research Manager D+H chris.fleischer@dh.com @ccfleischer Omnichannel is more than a buzzword Omnichannel is more than a buzzword
More informationIntroduction. Powerful forces are reshaping the banking industry.
Introduction Powerful forces are reshaping the banking industry. Customer expectations, technological capabilities, regulatory requirements, demographics and economics are together creating an imperative
More informationBest practices for deploying a modern, predictive IVR system
Best practices for deploying a modern, predictive IVR system Integrating phone self-service into the omnichannel customer experience An Ovum White Paper Sponsored by Publication Date: August 2015 Introduction
More informationYour guide to omnichannel customer support
Your guide to omnichannel customer support 2 Table of Contents 01 The challenge: Too many channels to manage Consider channel reach Don t forget your mobile strategy 02 The benefits of an omnichannel strategy
More informationYes, You DO Need Visual IVR Frequently Asked Questions
Frequently Asked Questions All rights reserved. No part of this document may be reproduced, distributed, or transmitted in any form or by any means, including photocopying, recording, or other electronic
More informationExpanding to New Verticals
Expanding to New Verticals Mobile Card Product and Feature Suite Dave Abouchar, Director New Mobile Products Krishna Rajamani, Mobile Product Manager April 12, 2017 Agenda 1. Introduction 2. Credit Card
More informationSource: Forrester - US Mobile Payments Will More Than Triple By 2021
Digital disruption is revolutionizing the payments ecosystem. Traditional payment methods like cash, credit and debit cards, have been upgraded, while new payment methods such as Apple pay, Android Pay,
More informationSolutions Biller Solutions for Automotive Lenders
Solutions Biller Solutions for Automotive Lenders A Multichannel, Integrated Approach to Reduce Costs and Delight Customers While Enhancing Your Brand Solutions As an automotive lender, you may be looking
More informationPREVIEW OF Mobile Banking, Mobile Payments
Accurate Financial Data Since 1989 PREVIEW OF Mobile Banking, Mobile Payments What Consumers Value 2015 RateWatch Sales and Service: 1.800.348.1831 www.rate-watch.com Contents Introduction...4 1. Which
More informationFINASTRA DIGITAL BANKING CONSUMER THE NEW GENERATION OF BANKING IS A CROSS-PLATFORM, MOBILE EXPERIENCE SOLUTION
FINASTRA DIGITAL BANKING CONSUMER THE NEW GENERATION OF BANKING IS A CROSS-PLATFORM, MOBILE EXPERIENCE SOLUTION 2 FINASTRA Brochure INTRODUCTION One App. Everyone. Everywhere. Everything. The Next Generation
More informationWHAT EVERY B2B MARKETER NEEDS TO KNOW
WHAT EVERY B2B MARKETER NEEDS TO KNOW The news is out: B2B marketing isn t boring. In fact, traditional consumer-driven tactics are being adopted to create inspiring campaigns that help attract new prospects,
More informationTCF s Digital Transformation
D3banking.com TCF s Digital Transformation Allowed the Bank to Go From Catch Up to Catch Us! Facing the Realities of the Digital Age Too often, the definition of digital is limited to devices, such as
More informationBANKWORLD INTERNET Today s solution for tomorrow s self-sevice bank BANKWORLD BANK ON THE FUTURE WITH TODAY S TECHNOLOGY CR2.COM
BANKWORLD INTERNET Today s solution for tomorrow s self-sevice bank BANKWORLD BANK ON THE FUTURE WITH TODAY S TECHNOLOGY CR2.COM With BankWorld, your bank will have the foundation to develop your own internet
More informationThe Commission Card is a Direct Selling Company branded VISA debit card issued by Money Network.
The Commission Card is a Direct Selling Company branded VISA debit card issued by Money Network. Consultants will be able to access their commissions by: Electronically transferring their commission payment
More informationA Conversation with Visa on Consumer Debit Growth Connie Davis FIS Global Retail Payments Greg Borchardt Visa Consumer Debit Products
A Conversation with Visa on Consumer Debit Growth Connie Davis FIS Global Retail Payments Greg Borchardt Visa Consumer Debit Products May 2017 Visa Notice of Confidentiality This presentation is furnished
More informationCREDIT CARD Gold Monitor Awards
CREDIT CARD Gold Monitor Awards 2015 Award Winners About Us Corporate Insight provides competitive intelligence and user experience research to the nation s leading financial institutions. For over 20
More informationBricks To Clicks. Agenda
1 Agenda 2 Agenda The evolution in branch banking Where are we heading? Taking advantage of these changes 3 Four Reasons For Changes In Banking Channels 1. Growing population and geographic shifts in population
More informationMobile & Online Banking
Mobile & Online Banking Digital banking - no longer a matter of nice to have In today s world, online and mobile banking are no longer nice to have on the consumer s mind. Consumer s daily lives are seamlessly
More informationExpectations & Experiences Channels and New Entrants. September 2017
Expectations & Experiences Channels and New Entrants September 2017 Life made easier People choose financial services options that make their lives easier. From person-to-person payments and voice activation
More informationDigital Banking BPC s Vision
Digital Banking BPC s Vision MEXICO CLIENT CONFERENCE 2017 BPC Banking Technologies 2017 Mexico City bpcbt.com Topics 1 Future of banking 2 Global digital innovation market trends 3 BPC Vision 4 BPC Solution
More informationThe Finance Digital Executive s Playbook for Adopting a Conversational Approach to Mobile Banking
The Finance Digital Executive s Playbook for Adopting a Conversational Approach to Mobile Banking Content DETERMINING YOUR MOBILE STRATEGY... 4 THE STATE OF ONLINE FINANCE... 4 THE BENEFITS OF A CONVERSATIONAL
More informationInnovative Customer Engagement Hub
Innovative Customer Engagement Hub VHT has been a pioneer in bridging CX and business results gaps for over 20 years. Our solutions deliver service across all channels and enable you to focus on customer
More informationMoney on the move Why the financial sector should deliver more mobile experiences
Money on the move Why the financial sector should deliver more mobile experiences A New Financial Space to Stand Out In With the rise of mobile banking, consumers are more open to the idea of managing
More informationLifestyle Banking. Dharmesh Mistry, Digital Product Director Wednesday, 18 th May #TCF2016
Lifestyle Banking Dharmesh Mistry, Digital Product Director Wednesday, 18 th May 2 3 Overview 4 Banking Behavior Technology We are living longer 5 In 2012, 12% of global population equating to 810 million
More informationThe Myth of Paperless Payments
The Myth of Paperless Payments Conducted by Javelin Strategy & Research October 7, 2011 2011 Javelin Strategy & Research All Rights Reserved OVERVIEW For many years, pundits have been forecasting a cashless
More informationMOBILE APP. Today s solution for tomorrow s self-service bank BANKWORLD BANK ON THE FUTURE WITH TODAY S TECHNOLOGY CR2.COM
MOBILE APP Today s solution for tomorrow s self-service bank BANKWORLD BANK ON THE FUTURE WITH TODAY S TECHNOLOGY CR2.COM BANKWORLD MOBILE APP FUTURE READY SOLUTIONS As mobile technology continues to develop
More informationEMPOWERING CUSTOMERS WITH BILLING, PAYMENT & USAGE ALERTS
EMPOWERING CUSTOMERS WITH BILLING, PAYMENT & USAGE ALERTS CS Week 2014 3 Big Questions 1. How do you drive win/win relationships? 2. How profitable are your alerts? 3. How well are you positioned to move
More informationTransforming the Digital Customer Experience [24]7.ai, Inc.
Transforming the Digital Customer Experience The presentation and recording will be sent to you after the webinar. It will also be available on our website. There will be a short Q&A period after the presentation.
More informationExecutive Guide. Strategically Managing Your Company s E-Commerce Capability. E-Commerce: Business transacted over the Internet.
NAED NATIONAL ASSOCIATION OF ELECTRICAL DISTRIBUTORS Executive Guide Strategically Managing Your Company s E-Commerce Capability # 3 Table of Contents Wait on B2B Customers 2 Save Customers Time 6 What
More informationDELIVERING SEAMLESS BANKING ANYWHERE, ANYTIME
DELIVERING SEAMLESS BANKING ANYWHERE, ANYTIME Reimagine your banking experience Mobility is at the center of the IoT trends driving a connected consumer, with a relentless focus on enhancing the digital
More informationThe Mobile Wallet: It s Not Just About Payments
The Mobile Wallet: It s Not Just About Payments The top ten functions that will convince consumers to adopt mobile wallets. 2013 First Data Corporation. All rights reserved. Transforming the Customer Experience
More informationWelcome to Today s Web Seminar SPONSOR BY CONTENT FROM
Welcome to Today s Web Seminar SPONSOR BY CONTENT FROM HOSTED BY Moderator: Michael Sisk Contributing Editor, American Banker Michael Sisk is a New York-based journalist who has covered business and the
More informationSolutions Billing and Payment Solutions for Utilities
Solutions Billing and Payment Solutions for Utilities A Multichannel, Integrated Approach to Reduce Costs and Delight Customers While Maintaining Your Brand Solutions Is your utility looking to reduce
More informationProduct. DigitalAccess A Single Digital Solution for Online Banking, Mobile and Tablet
Product DigitalAccess A Single Digital Solution for Online Banking, Mobile and Tablet Product The world is moving toward a new kind of financial services experience: the kind that serves customers in
More informationBenefits of Investing in Digital Onboarding for Small-Business Banking
Benefits of Investing in Digital Onboarding for Small-Business Banking OCTOBER 2017 Prepared for: 2017 Avoka. All rights reserved. Reproduction of this white paper by any means is strictly prohibited.
More informationDigital Marketing. Ways of reaching customers through digital marketing. Content Marketing. Mobile Marketing. Conversion Rate Optimization
Digital Marketing Ways of reaching customers through digital marketing Content Marketing Mobile Marketing Conversion Rate Optimization Marketing Automation Content Marketing "Content marketing is a strategic
More informationARE HAPPENING TO YOUR ONLINE BUSINESS BANKING
ARE HAPPENING TO YOUR ONLINE BUSINESS BANKING Small Business Electronic Banking Resource Guide Your guide to expanded online business banking opportunities. Contents TRANSITION HIGHLIGHTS... 02 CUSTOMER
More informationSocial Media Is More Than a Popularity Contest
Capturing Attention, Building Relationships, and Making Sales in a Digital World Social media doesn t sell cars is still a common perception in the automotive industry. The truth? It doesn t, directly
More informationVynamic Transaction Automation. Differentiate with Unexpected Capabilities
Vynamic Transaction Automation Differentiate with Unexpected Capabilities In a recent global survey, 57% of respondents said improving consumer experience was the most critical change their organization
More informationGreat Omnichannel Expectations
2 nd Annual Edition Great Omnichannel Expectations Shoppers want connected retail experiences in which all channels have something to offer on the path to purchase 2016-2017 Shopper Survey Report Evolving
More informationWhite Paper. Sold! Cross-Selling in the Mobile Channel
White Paper Sold! Cross-Selling in the Mobile Channel Beyond increased customer retention and acquisition, reduced channel costs, and an uptick in revenue-enhancing activities, financial institutions have
More informationThe Top 10 Trends in the Digital Banking Industry
Banking.com Powered by Digital Insight Powered by Digital Insight Search this website... Search Home About Banking.com Contact Us Industry News Data & Research» For Financial Institutions Financial Institution
More informationInvesting In Next Generation Mobile Platforms To Support Changing Business Models
MOBILE banking crossroads: Investing In Next Generation Mobile Platforms To Support Changing Business Models EXECUTIVE SUMMARY Mobile presents tremendous opportunities customer acquisition and retention,
More informationPrePay Metering. Program Guide. No deposits or late fees. BIll pay, your way. Go paperless! A convenient way to manage your electric service
PrePay Metering Program Guide BIll pay, your way No deposits or late fees Go paperless! A convenient way to manage your electric service Introducing Mid-Ohio Energy s PrePay program Mid-Ohio Energy s PrePay
More informationObservatory of digital uses
Observatory of digital uses Afterbanking or new banking uses January 2019 Methodology The study was carried out using representative samples from populations in five European countries aged 15 and over.
More informationThe Digital Consumer Interaction Report.
The Digital Consumer Interaction Report www.imimobile.com 2 The Digital Consumer Interaction Report Introduction Every year sees a lot of research published on how companies and organisations interact
More informationTHE RISE OF T HE A LWAYS CONNECTED CUSTOMER
THE RISE OF T HE A LWAYS CONNECTED CUSTOMER THE RISE OF THE ALWAYS CONNECTED CUSTOMER 2 Your 2017 goals: elevate the customer experience, cut costs, and improve transaction efficiency. Sound familiar?
More informationThink of the customer journey Mobile is a must-have POS must get personal Upselling and cross-selling
Digital technology has transformed the world and people s expectations when it comes to many industries, including retail. Many retailers are, however, behind the curve, using technology that cannot deliver
More informationLeading the Customer Experience in the Consumer Products and Retail Sector. Findings from 600 consumer products and retail marketing leaders worldwide
Leading the Customer Experience in the Consumer Products and Retail Sector Findings from 600 consumer products and retail marketing leaders worldwide A Note from Salesforce Industries Empowered by technology,
More informationA Retailer s Guide to Getting Omnichannel Customer Service Right
A Retailer s Guide to Getting Omnichannel Customer Service Right 2 Contents 04 Why You Need Omnichannel Customer Service 05 What Customers Expect 06 The Boiling Point 07 Performing a Customer Service Audit
More informationWHITE PAPER. Proactive Mobile Banking: Taking Command of Your Customer Relationships
WHITE PAPER Proactive Mobile Banking: Taking Command of Your Customer Relationships JUNE 2009 Executive Summary Recent economic and technological changes the turbulent economy, escalating consumer concerns
More informationCommunicating with Customers in Context
Communicating with Customers in Context CONTEXT IS EVERYTHING Most executives would agree that the more a company knows about a customer, the better positioned that company is to serve them. This has led
More informationThe Evolution of Social Payments
The Evolution of Social Payments Michael Marion Senior Vice President, Digital Product Manager, Citi Consumer Banking Tom Roberts Senior Vice President, Marketing, Electronic Payments, Fiserv Agenda Consumers
More informationGEM Report A MOBILE STAFF. A Monscierge Guest Experience Management Report
GEM Report A MOBILE STAFF A Monscierge Guest Experience Management Report MAXIMIZING YOUR APP POWER IN 2014 I see a lot of booking apps, but once usefulness drops off, so does the app from my phone. Ken
More informationEmpowering SMBs with Big Business Tools
Empowering SMBs with Big Business Tools August 2018 The Right Plan, For Every Business vcita s all-in-one business management solution offers a wide range of value-bringing features for SMBs. vcita includes
More informationCustomer Engagement: THE FUTURE IS PROACTIVE
Customer Engagement: THE FUTURE IS PROACTIVE TABLE OF CONTENTS What Do Customers Want?... The Future is Proactive... Proactive Outbound Notifications.. 3 8 11 Proactive Live Chat.. 12 Proactive Knowledge
More informationIntroducing an easier way to manage your business
Introducing an easier way to manage your business With our suite of easy-to-use treasury solutions, you can manage your payments and receipts, help protect against transactional fraud and receive robust
More informationWHITE PAPER BEATING BANNER BLINDNESS
WHITE PAPER BEATING BANNER BLINDNESS Meeting Customers Needs with Digital Banking CONTENTS Executive summary 3 01 What is Banner Blindness? 4 02 How to Combat Banner Blindness? 5 03 10 Tips to Avoiding
More informationNuance Loop Mobile Marketing and Advertising Services
Nuance Loop Mobile Marketing and Advertising Services 2 Contextual Marketing for personalized, real-time and interactive marketing campaigns Mobile operators face increasing pressure on traditional revenue
More informationCONSUMER BANKING: GREATER EXPECTATIONS
CONSUMER BANKING: GREATER EXPECTATIONS EXECUTIVE SUMMARY In the U.S. alone, more than 207 million consumers own and use a smartphone every day, and worldwide, that number is expected to exceed 2 billion
More informationEarly Warning Digital Payments Adoption. July 2018
Early Warning Digital Payments Adoption July 2018 Early Warning Services, 2018 Early LLC. Warning All Rights Services, Reserved. LLC. All All trademarks Rights Reserved. referenced in this material are
More informationWHITE PAPER. Retail banking trends for Australia
WHITE PAPER Retail banking trends for Australia The retail banking industry in Australia has always aligned itself to the ever-changing consumer demands, by fine-tuning its services and customizing its
More informationFinancial Services: Maximize Revenue with Better Marketing Data. Marketing Data Solutions for the Financial Services Industry
Financial Services: Maximize Revenue with Better Marketing Data Marketing Data Solutions for the Financial Services Industry DataMentors, LLC April 2014 1 Financial Services: Maximize Revenue with Better
More information5 STEPS TO AUTOMATE YOUR PRODUCT LIFE CYCLE A guide produced by Sweet Systems
5 STEPS TO AUTOMATE YOUR PRODUCT LIFE CYCLE A guide produced by Sweet Systems The foundation of the Internet of Things The foundation of the Internet of Things - IoT - is about device-to-device communication.
More informationIntroduction to digital marketing
Introduction to digital marketing with emphasis on social media DAVID FERNANDO TERRA FERMA MEDIA LTD www.terrafermamedia.com Marketing communications agency: website design & build social media marketing
More informationWHITE PAPER. Optimize Your Customer Engagement with Customer Communications Management (CCM)
WHITE PAPER Optimize Your Customer Engagement with Customer Communications Management (CCM) Overview Customers engage with their vendors through more channels than ever before. And, customer preferences
More informationA Digital First Engagement Management Framework. For Government and Public Sector
A Digital First Engagement Management Framework For Government and Public Sector Contents 1 2 3 4 5 6 7 8 9 10 11 Introduction Introducing Verint s Digital First Engagement Management Framework Digital
More informationGo further with. Mobile Marketing. An Ignite Guide 20 MIN READ1
Go further with Mobile Marketing An Ignite Guide 20 MIN READ1 To the marketer who s always on We know. There s a lot to do. And get to the bottom of. As the universe of marketing evolves, shape-shifting
More information2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT STATE OF GLOBAL CUSTOMER SERVICE REPORT
2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT 1 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT INTRODUCTION EXPECTATIONS FOR CUSTOMER SERVICE CONTINUE TO RISE AROUND THE GLOBE Customers expect more from brands
More informationREAL-TIME ENGAGEMENT PLAYBOOK FOR MOBILE OPERATORS MAKING DATA PAY
REAL-TIME ENGAGEMENT PLAYBOOK FOR MOBILE OPERATORS MAKING DATA PAY Monetise every subscriber interaction with contextual real-time engagement Contextual marketing is about UNDERSTANDING WHO the subscriber
More informationFinTech: THE CONSUMER PERSPECTIVE AND HOW IT WILL AFFECT PHYSICAL DISTRIBUTION
FinTech: THE CONSUMER PERSPECTIVE AND HOW IT WILL AFFECT PHYSICAL DISTRIBUTION Ian Goodliffe, Partner, CACI Retail Banking Innovation Conference February 2016 INTRODUCTION Digital transformation is happening
More information2018 Customer Service Messaging trends report
2018 Customer Service trends report How consumers are engaging with brands today and the ways they hope to in the future. 1 Table of contents 2 Introduction 2 The new way of customer engagement 3 2018
More informationSpotlight on Precision
Spotlight on Precision Teleconference: 888-398-1314 Participant Passcode: 3471920 Tuesday, March 14, 2017 Welcome to the Spotlight on Precision Client Webinar Today s 90-minute webinar is being recorded
More informationOVERVIEW MAPR: THE CONVERGED DATA PLATFORM FOR FINANCIAL SERVICES
OVERVIEW MAPR: THE CONVERGED DATA PLATFORM FOR FINANCIAL SERVICES 1 BIG DATA PUT TO WORK IN THE FINANCIAL SERVICES WORLD The strong interlock between digital transformation and big data is driving change
More informationE-Giving. Online Giving: $163 million in % of American Churches offer online giving (2015)
E-Giving E-Giving E-Giving Online Giving: $163 million in 2012 42% of American Churches offer online giving (2015) Many of the people in my congregation no longer carry cash or checks. If we do not offer
More informationWHITE PAPER. 6 Best Practices that Increase Check Program Profitability
WHITE PAPER 6 Best Practices that Increase Check Program Profitability E-payments have unquestionably transformed the marketplace, making the concept of a paperless world seem more possible than ever.
More information