Posts filed under category : Portfolio

In Australia, banks often forget the customers in favor of the cash

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This article first appeared in COLLOQUY’s Asia Pacific Report: Disruption at Lightning Speed in February 2017. To generate better loyalty, they must embrace a top-to-bottom commitment to better experiences. Take the money and run: That seems to be the customer relationship principle for many banks in Australia. It has been my experience that the retail […]

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Consumer dependency on mobile devices: An opportunity for banks to retain and grow their customer base

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Our relationship with mobile devices is ever-dependent. The continued use of smartphones has created an amplified dependency to constantly check our devices no matter where we are. Whether we are checking Instagram, Facebook, email or perhaps sending a quick bill through a banking app, the time spent on smartphones is becoming more prevalent. A recent […]

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Turning data into insights: Hero or zero?

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  As we all would agree, data is very important—arguably the most important factor for ongoing organizational success. From marketing to product development to generating efficiencies in operations, you need good data to make good decisions on where and how you spend your time (and budget). The key is taking the next step to turn your […]

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What back to the future day can teach us about real-time personalization

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Given that we just passed ‘Back to the Future’ Day on October 21, 2015—the day in Back to the Future 2 that Marty McFly and Doc Brown traveled to—today’s topic is particularly apropos. Much like Marty and Doc traveling from the past, the resurgent focus on customer experience (CX) and personalization, particularly real-time personalization, is, […]

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Why customer centricity must be part of your strategy

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This post is contributed by Patricia Foell, Senior Director, Strategic Consulting at Epsilon.  Across industries, across channels and across the globe, the words customer centricity are heard in every conversation about the customer experience. “The customer must be at the center of the business” and “know your customer” are common mantras. But what does this […]

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Why you need to focus on channel integration

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Do you know how many marketing messages you are exposed to every day?  Go ahead—look away from the screen and take a guess. In doing research for this post, I came across estimates ranging from 3,000 to 20,000. That’s probably way more messages than you guessed. What this tells us—although it’s not necessarily new information—is […]

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