by Richard Nehrboss | Mar 21, 2018 | Customer Experience Management, Financial Services
If we could read the minds of our customers, life would be filled with easy days at the office and worry-free weekends. Alas, I’m unaware of any one person or company possessing such a superpower, leaving entire industries clouded in an environment of somewhat or...
by Richard Nehrboss | Mar 14, 2018 | Customer Experience Management, Financial Services, Technology & Innovation
Banking industry trends in 2018 remain consistent with last year’s trends. According to Financial Brand’s 2018 Retail Banking Trends Report, Improving the Customer Journey and Improvement in Integrated Multi-Channel Delivery stayed in the top 3. While these trends...
by Richard Nehrboss | Jan 10, 2018 | Customer Experience Management, Financial Services
No matter the industry, everyone demands an answer to this question: What’s the best way to target Millennials? The MSR Group hears that or a version of that question frequently, especially as it relates to the financial-services sector. There’s industry-wide debate...
by Richard Nehrboss | Oct 19, 2017 | Customer Experience Management, Financial Services
In today’s banking climate, it would be hard not to find a small to mid-sized bank looking to expand through acquiring a bank or by being acquired. Most of these banks see acquisitions as a chance to scale up quicker and remain competitive. Outside of the complex...
by Richard Nehrboss | Oct 18, 2017 | Customer Experience Management, Financial Services
All channels need to be accessible, reliable and satisfy the customers’ needs. There is no baseline determination of what constitutes optimum customer engagement. For example, what may be a best-case-scenario for, say, Prudential may well be a worst one for...
