Post Tagged with: "customer experience"

The Fintech Threat Is Real

The Fintech Threat Is Real

by August 30, 2016 at 9:00 am 3 comments

It may come as a surprise to many of us that consumers are generally satisfied with their banking relationships. However, this doesn’t mean that banks have nothing to worry about. Alternative providers and FinTech companies present a double-edged risk to traditional banks. First, there is the eminent danger of aRead More

Square 1 Bank and What’s Messed Up About Banking

Square 1 Bank and What’s Messed Up About Banking

by June 23, 2015 at 10:06 am 0 comments

If you want to know what’s screwed up about banking, check out Square 1 Bank. Here at Bank Innovation, we decided to do a little experiment. We’ve long covered digital retail banking startups, like Simple and GoBank. But we wondered what options were available for small businesses, like, well, Bank Innovation? SoRead More

Will Nonbanks Kill the Banks?

Will Nonbanks Kill the Banks?

by June 18, 2015 at 10:00 am 2 comments

Which will win out in the end, fintech companies or banks? That was the question debated by three financial services professionals and a futurist at Next Bank USA 2015 in New York yesterday. Moven CEO Brett King was joined by digital media executive Robert Tercek to argue the case forRead More

Banks Are Failing to Meet Rising Customer Expectations

Banks Are Failing to Meet Rising Customer Expectations

by April 22, 2015 at 11:48 am 2 comments

Banks are falling short of customer expectations, according to a new report released today. Perhaps it is more accurate to say that banks can’t catch up with customer expectations, which keep rising higher based on experiences with nonbank applications. Three major trends emerged in the 2015 World Retail Banking ReportRead More

Digital Allows Westpac New Zealand To Talk More with Customers

Digital Allows Westpac New Zealand To Talk More with Customers

by March 9, 2015 at 8:00 am 2 comments

A few years ago, Westpac New Zealand staffers had conversations with just 40% of the bank’s customers a year. Today, that figure is 94%. And the bank wants to make it all the way to 100%. This increase in conversations was largely the work of Chief Digital Officer Simon Pomeroy, whoRead More

A multi-million dollar growth spurt as the CFPB turns 3

by July 31, 2014 at 4:28 pm 0 comments

Last week, the Consumer Financial Protection Bureau (CFPB) turned 3 years old. When the CFPB launched in July 2011, it wasn’t clear what power this regulatory progeny of the Dodd Frank Act would wield. Today, there is no doubt about the agency’s authority. With 9 products in its ever-increasing purview, the CFPB now hosts […]

Beyond the Arc making a name for itself

by July 7, 2014 at 2:22 pm 0 comments

In our work helping companies with customer experience strategy, data science, and communications, we at Beyond the Arc are really more behind-the-scenes types. Yet sometimes our work comes front and center in recognition and accolades. We’re always flattered when our name appears on “best of” lists, and we wanted to share some recent highlights.

A […]

Measuring customer experience: Why Net Promoter Score is not enough

by July 3, 2014 at 5:38 pm 0 comments

Measuring customer satisfaction is a great first step toward understanding your customers. But it’s rarely enough to drive real business growth or learn how to differentiate your brand. Many businesses rely on the Net Promoter Score (NPS), a simple metric to gauge customer satisfaction based on whether people would recommend the company. NPS may be […]

Content Marketing = Content plus Strategy

by June 19, 2014 at 12:42 pm 0 comments

Educating your customers about your industry, and then positioning yourself as a thought leader within it, is the goal of a good content marketing program. It’s an effective tactic, especially as traditional advertising is losing ground in the battle for consumer attention. To help ensure you connect with your target audience, you’ll need to offer […]

Leveraging Predictive Analytics to improve customer experience – PAW Chicago

by May 15, 2014 at 10:14 pm 0 comments

Event: Predictive Analytics World, Chicago 2014

Presentation: “Leveraging Predictive Analytics and Alternative Data Sources to Improve the Customer Experience”

Case Studies: CFPB, Capital One, Citibank, Bank of America

Speaker: Steven Ramirez, CEO, Beyond the Arc

Date: Tuesday, June 17, 2014, 3:05 – 3:25 p.m. Eastern Time

Register online >

Using customer feedback […]