News, trends and insight on driving growth through consumer engagement
There’s no question about it – the world of banking is becoming more self-service oriented, with greater automation to service the needs and demands of today’s digital-savvy consumers. The buzz of chatbots continues to grow louder as large banks like Bank of America with Erica and USAA with their Automated Assistant, to smaller mid-tier banks…
SilverCloud Ranks No. 1809 on the 2019 Inc. 5000 With Three-Year Revenue Growth of 225 Percent Portsmouth, NH, August 19, 2019 – Inc. magazine today revealed that SilverCloud is No. 1,809 on its annual Inc. 5000 list, the most prestigious ranking of the nation’s fastest-growing private companies. The list represents a unique look at the…
Ever wondered how or why customer service has evolved from “how can I help you?” to, “help yourself”? Check out these top statistics that help explain why companies and consumers alike are leaning into self-service. 92% of online adults use search engines to find answers on the web. Source: Pew Research Internet Survey 91% of…
We live in an on-demand, self-service world. Consumer expectations have changed as our brains have been rewired. We demand the ability to consume content, binge-watch media, browse catalogs with the scroll of a thumb, shop with two-day delivery, catch a ride on the fly, and multitask while speaking commands to a home speaker system with…
As featured on the Financial Brand in June, 2019: Financial institutions of any size can implement small steps used by Netflix and other e-commerce rock stars to ease the load on contact centers, especially when live chat is used. Equally important, these steps lead to significant opportunities to cross-sell consumers who clearly have indicated an…
Is your institution prepared for the stress of a conversion? Banking is evolving… quickly. Keeping up with the expectations of today’s consumers involves some hefty initiatives that, inevitably, will stress your staff – and your customers. Mobile conversions Online Banking conversions Rolling out new features and upgrades – Online Account Opening, Mobile Deposit, Bill Pay…
Netflix has made its way into the hearts, homes — and wallets — of America’s households. It’s easy-to-use interface, compelling content, and superb customer experience keep us coming back for more. What can credit unions and banks learn from Netflix’s digital prowess to better service and engage their own members /customers, and increase products per consumer?…
We just returned from the Financial Brand Forum feeling rejuvenated by the original perspectives, new faces, and invigorating conversations we encountered! Taking place at Caesars Palace in Las Vegas, Nevada the Forum is banking’s premier conference on marketing, customer experience, data analytics and digital transformation. With over 2,000 banking professionals in attendance from over 750…
Our Recap and Highlights from the 2019 CUNA GAC It was a pleasure to attend the CUNA GAC in Washington DC in mid March! For those unfamiliar with the event, it’s the Credit Union National Association’s annual Governmental Affairs Conference. Credit Unions from around the nation attend, as well as industry service and technology providers….
As a company that works exclusively with credit unions and banks and is continuously evaluating their websites, it’s astounding to see how many credit union and bank websites are missing a fundamental element of website UX — a simple yet prominent and easily accessible search bar — with strong on-site search functionality behind it. What…
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