Insights

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.

84% of businesses claim that Customer Engagement will overtake productivity as the primary driver of growth.

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

With digitally native customers, digital transformation becomes a central component of long-term business strategy.

In the era of ever-shifting landscape, digital transformation has become one of the most viable strategies to accelerate business growth.

Forward-thinking financial organizations take advantage of an intelligent CRM system to become more agile 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.
Process guidance and extended BPM are frequently considered as key aspects that shape customer service.
As technology moves from the back-office to the front-line, the scope of tasks for customer support is expanding.

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 as 57% of companies can correlate an improved CX to revenue growth.

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.

83% of customers are interested in banks that offer additional channels for banking.

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.

Digital interactions account for over 35% of all interactions, and that 64% of customers expect to receive real-time assistance.
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.

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

Category: 
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).

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”.