FCA’s Consumer Duty Framework: Rules and Standards to Drive Better Customer Experiences
By Keith Kirkpatrick June 6, 2023
The News: The Consumer Duty, a new regulatory framework that sets out higher and clearer standards of consumer protection across the financial services industry in the United Kingdom, is set to go into effect on July 31, according to the...
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Serving Financial Services Customers More Efficiently and Effectively
- By Keith Kirkpatrick April 3, 2023
Along with telecommunications service providers and healthcare organizations, financial services companies can be strained by the large volume of inquiries, often driven by uncontrollable external events. Volatility in the stock market, shifts in...
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CX Innovators: Andrew Clark, H&R Block
By Clint Wheelock January 30, 2023
Andrew Clark, Head of Design for tax preparation provider H&R Block, offers insights on technology tools used to improve the company's CX.
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CX Innovators: Deba Sahoo, Fidelity Investments
Deba Sahoo is senior vice president and head of product at Fidelity Investments, the financial services corporation based in Boston that is among the largest asset managers in the world, with products and services in investment management,...
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CX Innovators: KV Dipu, Bajaj Allianz
Bajaj Allianz, a general insurance and life insurance company doing business in India, is a joint venture between Allianz SE, a leading global insurance company based in Munich, Germany, and Bajaj Finserv Limited, a diversified financial services...
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Using CX as a Strategy for Managing Economic Downturns
- By Keith Kirkpatrick October 12, 2022
It is no secret that the economy has made life difficult for companies and their customers. Rising prices due to inflation, a challenging interest rate environment, and near-daily predictions of a full-on recession have done little to instill...
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New Research from Qualtrics Shows CX Quality Impacts Stock Performance
By Alex Gaw July 15, 2022
New research from Qualtrics, the experience management (XM) provider, reveals a direct correlation between a company’s CX quality and its stock market performance. Companies with top-rated CX drove greater shareholder value than peers within...
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Boston Mutual Announces New CX Department
- By Alex Gaw May 30, 2022
Boston Mutual Life Insurance Company has created a new department that will align technology and service in one integrated area to support the life insurance carrier’s emphasis and focus on CX. The new department, to be called Customer...
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NAB Case Study: Supporting Interactions Through Digital Messaging
- By Keith Kirkpatrick February 16, 2022
A key strategy being deployed by organizations seeking to improve their customers’ experiences includes leveraging both artificial intelligence (AI) and digital messaging, with the goal of supporting interactions with customers through the...
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CX Acquisitions and Investments Continue to Make 2022 an Active Year for Market Development
- By Alex Gaw February 8, 2022
As January drew to a close, there was no lack of activity on the acquisitions and new funding front. Below are some notable newsmakers during this period. Cyara Receives New $350 Million Investment Cyara, the provider of automated CX...
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CX Acquisitions and New Funding Rounds Are Well Underway in January
- By Alex Gaw January 28, 2022
Gainsight On January 10, customer success company Gainsight announced it had signed a definitive agreement to acquire inSided, the provider of a platform based in Amsterdam, the Netherlands, that leverages the power of communities to drive...
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Merkle B2B Integrates gyro and Merkle|DWA to Create a Full-Service CX Management Offering
- By Alex Gaw January 25, 2022
Customer experience management (CXM) company Merkle Inc. is retiring the individual brand names of business-to-business (B2B) agencies gyro and Merkle|DWA, formally integrating the two specialist media and creative firms into the global media and...
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