Blog - Customer Service Profiles LLC

Pitfalls in the Customer Journey

April 30, 2019

Most customer experience initiatives focus on touchpoints, and rightfully so. Touchpoints, or moments when a consumer interacts with your brand in some way, are the stepping stones of the overall customer journey, and improving individual touchpoints leads to greater customer satisfaction. With that said, the overall customer experience and value

Breaking Down Silos in Customer-Centricity

April 16, 2019

How much do you know about your internal analytics team? If you’re an executive, you may have valuable insight, but what about the managers and universal bankers at your various branches? How much does your app development team understand the day-to-day experience of a teller? While these groups have somewhat

April Trends: Innovations in Financial Services

April 10, 2019

With 2019 in full swing, this year is already shaping up to be hugely transitional in the world of financial services. Change can be anxiety inducing, especially in an industry that has traditionally functioned under a premise of security and heavily regulation. With that said, Changes in open banking and

Financial Institutions: Staying the Course Amid Big Tech Disruption

April 5, 2019

Apple’s recent release of the Apple Card follows a familiar trend: tech and major tech organizations playing a disruptive role in financial services. For bank and credit union executives, these types of changes can feel like an existential crisis. However, while things are changing faster than ever before, financial services

Consumers (Sometimes) Like Self-Service

March 19, 2019

Self-service opportunities in banking can streamline a customer touchpoint, increase utility of your brand and allow your organization to provide more value by focusing on complex tasks customers truly wouldn’t be able to handle themselves. The key is knowing when and where to utilize self-service, and any pitfalls that can

Pilots and Organizational Change

March 19, 2019

Financial institutions are consistently seeking to improve their services, usually looking at their customer interactions on a micro-level. The process of creating long term, organizational change around these interactions can be intimidating, especially when change in customer experience runs the risk of disappointing. However, by breaking down the customer journey,