Talent & Workforce Management
Are you using customer feedback to its full extent? A recent study by Huntswood found only 26% of customers are satisfied with their complaints and customer service experience. Utilization of an organization’s customer feedback is imperative for businesses to understand and improve their customer experience. It costs up to 10 times as much to attract a new customer as it does to retain one. Yet,...
Digital platform conversions are high-impact change events that pose short-term challenges with long-term consequences. When thrust into new processes, private wealth, small business and commercial clients may be slow to adopt the new system, fail to fully use the technology or use it incorrectly. When managed effectively – by putting the customer experience at the center of the conversion...
“More than 99 per cent of branches in the US are open,” said Richard Hunt, chief executive of the Consumer Bankers Association, which represents big banks with almost 40,000 branches between them, half the total in the US. He added that some banks had moved to drive-throughs only, to reduce crowds in accordance with the guidance of healthcare officials, while others are paring back their hours...
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October 29, 2020Are you using customer feedback to its full extent? A recent study by Huntswood found only 26% of customers are satisfied with their complaints and customer service experience. Utilization of an organization’s customer feedback is imperative for businesses to understand and improve their customer experience. It costs up to 10 times as much to attract a new customer as it does to retain one. Yet,...
October 20, 2020Digital platform conversions are high-impact change events that pose short-term challenges with long-term consequences. When thrust into new processes, private wealth, small business and commercial clients may be slow to adopt the new system, fail to fully use the technology or use it incorrectly. When managed effectively – by putting the customer experience at the center of the conversion...
June 9, 2020 - 2:00PMPast
May 13, 2020 - 11:30AMPast
April 30, 2020 - 2:00PMPast
April 21, 2020 - 1:00PMPast
March 18, 2020“More than 99 per cent of branches in the US are open,” said Richard Hunt, chief executive of the Consumer Bankers Association, which represents big banks with almost 40,000 branches between them, half the total in the US. He added that some banks had moved to drive-throughs only, to reduce crowds in accordance with the guidance of healthcare officials, while others are paring back their hours...
