Customer Experience & Service

Health e(fx) is the largest ACA solution provider, boasting 10.5 million client members and a 97% client retention.

The world is accelerating at record pace, and change has become the new normal. To become and remain successful in such a fluid environment, organizations have to cope with these changes. Being the lynchpin in networks that create turnover, sales and marketing teams should be at the center of innovation and change. And for these departments to drive results and deliver meaningful value to customers in the digital age, they have to be perfectly aligned and operate as a single mechanism.

According to a recent study, 84% of businesses claim that Customer Engagement will overtake productivity as the primary driver of growth and 69% of companies say that customer engagement is the primary reason to undergo digital initiatives. Bpm’online has invited Paul Greenberg, one of the most influential CRM industry experts, to share his vision on the future of customer engagement and how intelligent technology will help organizations more effectively fulfill expectations of digital-savvy customers.

This research-based infographic outlines major factors that influence a successful customer experience.

Today, with digitally native customers at the forefront of business technology priorities, digital transformation becomes a central component of long-term business strategy of financial firms and banks.

In the era of the digitally native customer and ever-shifting landscape, digital transformation has become one of the most viable strategies to accelerate business activities, processes, business growth and to fully leverage the available opportunities through new technology. Successful companies are leveraging digital transformation to become more customer-centric while enhancing their operational processes.

Forward-thinking financial organizations take advantage of an intelligent CRM system to become more agile, customer-centric, streamlined, and efficient.

The AI solutions market is estimated to reach $153 billion by 2020 offering a plenty of opportunities.  As a result, an increasing number of financial institutions are adopting Artificial Intelligence (AI) to better serve their customers and increase their business growth. Harnessing Artificial Intelligence enables financial institutions to spot nonstandard behavior patterns when auditing financial transactions or to assess and analyze thousands of pages of tax changes.

Companies that aligned sales and marketing generated 208% more revenue from their marketing efforts.

Artificial Intelligence (AI), machine learning and analytics are becoming much more of a practical part of customer service. By 2018, 50% of agent interactions will be influenced by real-time analytics and the use of virtual customer assistants (VCAs) will jump by 1,000% by 2020. Intelligent tools can deliver a better self-service solution, help service teams provide faster support and enhance the overall customer experience across different channels.

Modern customers demand convenient and personalized banking services with a high level of safety, security and digital acceleration.
Today, clients interact with a bank via mobile channel 20 to 30 times per month, while interactions via branch occur only 1 or 2 times per year. No wonder that forward-thinking banks strive to offer dynamic customer experiences and provide banking services across various channels.
Process guidance and extended business process management are frequently considered as a couple of the key aspects that will shape the future of customer service. Smart customer service organizations are formalizing agent actions by implementing a process-driven approach to streamline service delivery, minimize agent-training times, and provide a seamless omnichannel customer experience. They increasingly leverage vendor-defined best-practice process flows and industry-specific solutions as starting points and extend these process flows in ways to uniquely differentiate their offerings.
As technology moves from the back-office to the front-line, the scope of tasks for customer support is expanding bringing numerous challenges to customer service pros. That is why forward-thinking companies adopt a knowledge-centered approach to add value to their customer service offerings by leveraging the shared knowledge at their organization. Download this practical eBook and explore why KCS can be a better fit for agile businesses than traditional methods of knowledge management.

What makes high performing companies successful? In a business world where customer satisfaction is one of the most important metrics, the answer is obvious. The majority of B2B companies can correlate revenue growth with increased levels of customer satisfaction. Nowadays, customers are exceptionally demanding and do not accept anything less than excellent. The customer-centric approach has taken the lead in the modern world and those who do not understand the importance of this are surely going to lose.

The customer-centric approach has taken the lead in the modern world as 57% of companies can correlate an improved customer experience to revenue growth. At the same time, studies reveal that 86% of consumers stop doing business with a company after repeated bad experiences. Over one-third consider switching immediately after the first poor service experience. Though many techniques to enhancing customer service have been developed, the latest research shows that it all starts with how you treat your company's internal customers such as your employees.

Did you know that Customer Service is the #1 factor that impacts trust in an organization? According to a recent research, 66% of customers switch companies due to poor service and more than 90% of them will never come back.

Do you know that 83% of customers are interested in banks that offer additional channels for banking, but only 44% of respondents say they are satisfied with the consistency of experience their bank provides across channels? Download this practical eBook and learn how to create seamless omnichannel banking experience using best practice industry intelligence.

Financial institutions should consider transforming customer communications towards a unified omnichannel approach.

While the service industry digitalizes with an emerging tempo, customers tend to engage with companies in cross-channel journeys.

Did you know that digital interactions account for over 35% of all interactions, and that 64% of customers expect to receive real-time assistance regardless of the customer service channel they use? We would like to offer you an insightful practical eBook designed to help you build outstanding customer service by using prominent statistics and best-in-class benchmarks. Explore how to deliver a smooth customer experience with the numbers-based approach!
Bpm’online has been included in the Gartner CRM Customer Engagement Center Magic Quadrant, 2015. Gartner analysts evaluate providers on the quality and efficacy of the processes, systems, methods or procedures that enable IT provider performance to be competitive, efficient and effective, and to positively impact revenue, retention and reputation.
By linking marketing, sales and service your company can find new ways to use its current resources to boost lead generation efforts, move pipeline and enhance service management while excelling overall customer experience. Take a look at how blending your processes into a single driving machine ensures consistent improvements of your business metrics.

Michael Rooney, SVP & General Manager at bpm’online, shared his insight on the intersection of sales, marketing, and technology.

In the last five years alone, many new point solution vendors have claimed its place in the CRM space. 

CRM is a broad term that encompasses all of a company’s interactions with its customers.

Recent research has shown that 97% of companies experienced benefits from customer service automation.

Customer experience strategies

Thought leadership

A short video interview in which Laurence Buchanan, Director of EY Advisory Customer Centre of Excellence EMEA, talks about how today’s technologies influence Customer Experience (CX).

Taking a holistic approach to ITIL processes

Thought leadership

Automation of business processes can make it easier and less cumbersome to put ITIL at the heart of your strategy. Find out how to make meaningful impact on improving IT services.

The potential of customer data management for CRM strategy is huge. Let's dive into how to do it accurately.

Customer experience is on the lime light. So what does “speaking your customer’s language” actually mean?

Every business is interested in increasing the value of the organization and people served.

Managing multiple support queries can be challenging especially when your resources are limited.

A two day long ITSM Conference here in London went pretty well. We were excited to participate in this industry major event.

This week Helen Iron and Andy Dovgan participated in Europe’s major event for the Call Centre and Customer Management industry.

In ‘Seven Deadly Sins of CRM Adoption’ we covered impediments on a way of successful implementation linked with user adoption.

Informational age give way to communication age, mostly thank to social networks.

“Each of us is destined to spend roughly 1.2 years on hold”.