Customer Service 2015-2019-2025

In the industry of customer service how it will grow nowadays. How was it in past and how it will become in future. Sharing innovative ideas about customer services like call centres, phone answering, business process outsourcing, lead generation, verification service, chat support etc.

Judy Bloch VP, Industry Executive Advisor, Financial Services at Medallia

Why contact centres hold the key to great customer experience in finance

With increased market competition and the rise of challenger banks, traditional financial institutions must differentiate themselves by keeping, or even out-pacing, consumer demand and ever-evolving expectations. Medallia research suggests that convenience, consistency and personalisation are key to sustained customer retention, with companies th...

01 May 2025

Anna Mazur Project Manager at Simply Contact

Customer Support Tips for Fintech Companies for 2025

The fintech market is continuously expanding, which inevitably leads to growing competition. Over the years of working in this domain, I have observed changing standards and requirements in how fintech companies position themselves in the market and attract customer attention. Today, simply having a good digital solution may no longer be enough t...

17 March 2025 /people /predictions

Barley Laing UK Managing Director at Melissa

Strategies to deliver a standout customer onboarding experience

In an increasingly competitive and congested financial services industry, improving the customer onboarding experience is vital for those serious about growth. With it costing on average five times more to source a new customer than to keep an existing one delivering a great customer experience from the outset, during the onboarding stage, is criti...

14 February 2025 /regulation /identity

Iain Mantell Sector Specialist, Financial Services at IPI

Is 2025 the year finance fully embraces customer service technology?

As we step into 2025, customer service in the finance sector is poised for transformative change. Technological advancements, shifting consumer expectations, and intensifying competition will drive organisations to achieve & deliver more. Organisations will need to leverage the right solutions, unlocking benefits such as increased efficiency, ...

20 January 2025 /predictions

Chirag Shah Founder and CEO at Pulse

How the customer experience has been transformed by fintech

The banking and lending sector has changed beyond recognition over the last decade alone. A key enabler for this has been technology, specifically fintech. Whereas previously, you had to go into your local high street branch to check your balance, make a payment or apply for a bank loan, now almost everything can be done online. That has been made ...

12 September 2023 /retail /predictions

Tim Loo Executive Director of Strategy at Foolproof

Consumer Duty: an opportunity for innovation

Today’s economic backdrop is tough. Major events such as the Covid pandemic and ongoing war in Ukraine have fuelled an inflationary environment that has many people and businesses facing a cost-of-living crisis. Indeed, according to PwC, some 8.9 million people experience ‘financial fragility’. In addition, one in two are under-served by financia...

11 July 2023 /regulation

Retired Member 

Delivering Stronger Transaction Experiences through Payments and Customer Team Collaboration

As businesses increasingly rely on digital payment systems to drive their transactions, building better customer experiences has become a top priority. One of the most effective ways to achieve this is through collaboration between payments and customer teams. By working together, they can streamline transactions and resolve customer issues faster...

21 June 2023 /payments /people

Retired Member 

Exploring strategies for turning unhappy customers into repeat buyers

I am constantly exploring strategies to mitigate risk and ensure the growth and stability of our business and partners. One area that always demands attention has to be customer satisfaction. Satisfied customers are not only more likely to make repeat purchases but also become loyal advocates for our brand. However, what happens when customers are ...

16 June 2023 /payments /people

John Goodale Executive Director, Head of Europe at Ubiquity

Why UK fintechs need to care about the FCA’s Consumer Duty rules

In one of the biggest shake-ups to how fintech firms approach their customer experience (CX) strategies, the U.K.’s Financial Conduct Authority is introducing new Consumer Duty rules that will  come into force at the end of July for a range of existing and new card accounts, bank accounts, consumer credit, and other financial products like mortgag...

08 June 2023 /regulation

Jessica Bayley Head of Marketing at Acquired.com

Why has the insurance sector fallen behind in customer payments experience?

The insurance industry has demonstrated both flexibility and resilience over the last few years. As digital technologies mature, more digitally forward businesses in the sector have looked to equip themselves with new capabilities to drive both operational efficiency and transformation. Deloitte’s 2023 Insurance Outlook suggests that insurers sho...

16 January 2023 /payments