Why web chat is proving a hit with UK businesses
Ram Mohan Natarajan, Senior Vice President, Business Transformation | Posted on October 31, 2012 | Source - Mobile News
In an environment where consumers are being encouraged to self-serve in order to reduce call volumes and cost to serve, not every customer finds selfservice a positive experience. Some customers can experience considerable frustration with the online customer service model...
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Deriving Insight from Customer Intelligence
Tim Smith, Senior Vice President, Banking Financial Services & Insurance | Posted on October 26, 2012 | Source - Destination CRM
In a world of swift political, economic, and technological changes, the preferences, expectations, values, and beliefs of customers are changing rapidly as well. This requires organizations that want to increase customer satisfaction to listen and be nimble when it comes to adapting to those customers' evolving needs...
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How can banks rebuild trust with customers?
Iain Regan, Executive Vice-President, Sales & Client Services | Posted on July 19, 2012 | Source - Retail Banker
Banks will have to work harder than ever to win back the trust with customers. The recent computer software upgrade at RBS which disrupted many payments into and out of accounts just adds to the already difficult task of rebuilding trust with customers following the fallout from the financial crisis...
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Marks for effort? Measuring customer engagement
Sean Canning, Executive Vice-President, Customer Management, North America and Europe | Posted on May 21, 2012 | Source - Mobile Europe
This one is a little bit too "business process" for us, perhaps, but I think given many of the conversations that will be coming out of Management World in Dublin this week, it's an interesting look at a side of the business that you don't hear so much about...
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A Facebook bank is far more likely than you imagine
Iain Regan, Executive Vice-President, Sales & Client Services | Posted on May 14, 2012 | Source - City A.M
The internet gives banks innovative ways of providing services to customers. But it also brings new dangers. Online giants like PayPal, Facebook and Amazon are leading the way on customer experience. Could they go further, and take on banks directly?
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Creating Opportunities During the Slowdown
Sanjay Venkataraman, President Asia, Customer Management | Posted on Mar 26, 2012 | Source - The Financial Express
The BPO sector has gone through a lot of changes; we are facing the fifth generation where cost arbitrage is no longer a USP. Quality service is the new prerogative. With changing times in the BPO industry, we are looking at a very strong new trend in this sector and this marks an emergence of the new generation of BPOs...
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The Keys to Legacy AR: Unlocking Buried Treasure in Preparation for ICD-10
John Evensen and Simon Hughes, VP Client Development and Division President | Posted on Mar 5, 2012 | Source - Healthcare Finance News
Coming changes in the healthcare industry called for under ICD-10 represent nothing less than a sea change for healthcare organizations. The overall scope of these changes is daunting and has already posed significant challenges to these organizations as business enterprises...
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If Collections Compliance is the Priority, Here is Your Road Map
Tim Smith, Senior Vice President, Banking Financial Services & Insurance | Posted on Feb 23, 2012 | Source - insideARM.com
If your company is not compliant – or isn’t interested in improving its compliance measures – you’re going to find it harder and harder to be competitive, effective, and profitable in the marketplace...
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Compliance, Customer Experience Key Industry Issues In 2012, Survey
Tim Smith, Senior Vice President, Banking Financial Services & Insurance | Posted on Feb 23, 2012 |Source - Collections & Credit Risk
Collection industry executives will emphasize developing compliance controls and improving the customer experience in the next year, according to a survey conducted by Firstsource Solutions...
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The Case for Multichannel Customer Management
Sean Canning, Executive Vice-President, Customer Management, North America and   Europe | Posted on Feb 10, 2012 | Source - Destination CRM
Over the past decade, the number of contact channels used by consumers to interact with enterprises has risen significantly, driven in large part by technology and consumer sophistication...
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Think Smart: How Telcos Can Stay Ahead in 2012
Posted on Jan 24, 2012 | Source - HUFFPOST TECH
Global smartphone sales rose 42% year on year to reach 115m units during the third quarter of 2011, but 2012 is the year when mobile phones will truly embed themselves as indispensable in our lives...
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