customer service

What customer complaints can tell you about your experience (and your compliance)

Until recently, the words “customer experience” and “compliance” didn’t really come up in the same conversation – let alone exist in the same universe. The former was the domain of customer care professionals, contact center managers, marketing leaders and digital strategy teams with the goal of helping streamline and simplify products and services, as well […]

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A new digital bank needs a new customer service experience

Banks continue their digital transformation journey to create new business models to satisfy today’s demanding customers. The big questions is what’s next? How do banks prepare for this new reality? For Bradesco, a large Brazilian bank, NEXT is the answer. Next is a digital bank, completely disassociated from the Bradesco brand. Next has access to […]

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Choosing the right chatbot vendor

When you think of technologies that are changing the way the banking industry conducts business, is your first thought chatbots? Many people think it’s cognitive computing or artificial intelligence, but when was the last time you walked into a bank; waited in line to ask your favorite bank teller a question; and grabbed a yellow […]

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