Customer Experience/CX & User Experience/UX


Sibos 2017: embrace the change or get out of the way!

At today’s (18 October) panel discussion at Sibos, user experience (UX) and organisational culture were put to the fore. What does it take to create a simple yet meaningful UX? And what role does an organisational culture play in it?

Getting to experience thinking

“We’ve got a great idea we think you’re going to love.” Despite its manifest flaws, this is the approach that has long dominated the development of new products and services. While introducing products that people love is an exemplary goal, real omniscience has proven to be distressingly rare.

Will 2017 be the year financial services improve their UX?

2016 has been a big year for user experience (UX). The web, as a whole, became easier to use, apps became more intuitive, and services became a lot more engaging and purposeful. But could the same be said for financial services? Perhaps…

Is customer loyalty dead in banking?

In an age of increasingly high consumer expectations, driven by ever increasing customer choice, the term “customer experience” has become more than a simple buzzword. Used as a key brand differentiator for all types of industries, it has emerged as a crucial tool in driving customer loyalty in the long-term. Irrespective of whether you are […]

The hare and the tortoise: racing ahead in customer experience

Sid Parashar, SVP of client relations and strategic account management, Firstsource Solutions, asks if traditional banks are now ready to take on the new kids on the block when it comes to customer communications. As the banking industry emerges from one of the most transformative periods in its history, it has been a trying time […]

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