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Articles: Financial Services/Banking
Consumers continue to look for additional value through loyalty programs. Millennials show the highest increase in participation.
A new Forrester Research report highlights the return on investment in social media communities.
Bolstering search, integration, and queuing, the company looks to emphasize hard ROI and customer satisfaction in its latest release.
New York Life streamlines its workforce, vastly improving internal metrics.
Since roadblocks on the implementation superhighway often come down to human factors, we've collected 10 of the most common and the most costly — to help you avoid them.
Customer Experience Summit '09: Improving the customer experience starts with a hard look in the mirror.
A new CFI Group study find customer satisfaction statistics improving despite the economic downturn.
Forrester Customer Experience Forum '09: A Day Two keynote stressed that the pinnacle of online capabilities yet awaits.
Forrester Customer Experience Forum '09: Opening keynote stresses the importance of possessing heart, brains, and courage in the pursuit of experience-based differentiation.
The vendor's latest offering looks to deliver a clear vision for unified communications — a vision that centers on productivity enhancements.
Research by Strativity Group shows that higher investments in customer experience result in lower attrition and higher referral and customer satisfaction rates. Cutting back is not an option. "The race is on," says Lior Arussy, president of Strativity Group.
Envision Telephony wants to deliver a "realistic" speech analytics solution with InteractionIQ.
The successful utilization of social media by contact center agents remains several years away, according to new research from Datamonitor.
Industry pundits say the latest initiatives will help the company play catch-up.
RightNow Technologies' latest release provides the company's answer to social media and customer service.
Social computing is still working its way into the consultative sales process. For most sales forces, that's just fine.
Financial software developer Advent uses InQuira to show it's what you know and who you know.
Social networking has the potential to transform the day-to-day operations of customer service representatives.
Pent-up demand for integrated telephony and business applications will drive adoption through 2013, according to new research findings.
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