Friday Feb 13, 2015

ICMI Webcast: Forbes Reveals How Financial and Retail Companies Modernize Customer Service by Cedric Turner

Customers have lots of options. 
If you don’t deliver the right answers fast,
they’ll go somewhere else.

That’s one of the reasons knowledge is the top customer service investment, according to a recent Forbes survey of 400+ executives. Financial services and retail companies use knowledge to provide fast, accurate answers across channels—and better train agents—while ensuring 100% regulatory compliance.

Join this ICMI webcast on March 5 at 1 pm EST / 10 am PST to hear ICMI and Oracle discuss how companies are getting ahead on the Roadmap to Modern Customer Service.

You will learn:

Register Now

Joshua Dodge

Senior Client Success Manager, Oracle

Joshua Dodge, Senior Client Success Manager at Oracle, helps companies modernize their customer service organizations to drive more efficiencies and deliver a better experience. He helps clients accelerate their progress by partnering with them to develop a clear roadmap for modern customer service. Prior to joining Oracle, Josh worked in a variety of customer service and project management leadership roles, including at Sony where he managed call center operations globally, both in-house and outsourced. Josh earned his Master’s certification in Project Management and B.A. from the University of Wisconsin-Madison.

Kris Friday

Principal Solutions Consultant, Oracle

Kris Friday, Principal Solutions Consultant at Oracle, works with global financial services organizations to help them grow client relationships through implementing customer experience and engagement tools. Currently, Kris is working with a number of Fortune 500 companies on developing knowledge management strategies for delivering highly personalized service at less cost. Prior to joining Oracle, Kris worked with contact centers in a variety of industries, advising them on technologies to enhance the customer experience and improve overall efficiency.

Erica Strother

Community Specialist, ICMI

Erica Strother is the Community Specialist at ICMI. With a background in marketing, public relations, and social media, she brings more than six years of community management experience to ICMI. Erica manages ICMI’s robust network of community contributors – 500 strong! She also hosts ICMI’s weekly tweet chats that feature dynamic, interactive discussions with thought leaders and innovators in our community. Erica produces our webinars and many other content initiatives like Contact Center Insider, our weekly newsletter. 

Thursday May 01, 2014

Want to offer personalized service but have concerns about compliance? We can help. by Heike Lorenz

A personalized customer experience is already beginning to overtake price and product as the key brand differentiator. Going forward, one-size-fits all customer service won't suffice, as consumers grow increasingly impatient with inconsistencies and inefficiencies that don't serve their individual needs.1

However, only 25%2 of organizations can provide highly personalized service. Even fewer can ensure that service complies with policy rules and regulations. Compliance is critical in highly regulated industries like financial services, telecommunications, utilities, higher education, etc.

So how can you achieve personalized, compliant service that differentiates your brand?

By using a policy automation platform to automate and deploy policies across all touchpoints. Policies take the form of dynamic interviews, which ask questions relevant to individual customers, and automatically tailor service and offers based on customers’ real-time responses. The interviews document how each decision is made, and can automatically generate a report.

So what does this mean for your customers and you?! It means that if you are a bank and your customer doesn’t qualify for a loan, he can see how much he needs to raise his credit score in order to be eligible. Offering a personalized explanation eliminates the need to call the contact center and builds trust through transparency. And it gives your organization a comprehensive report of all customer interactions detailing policy compliance to ensure audit readiness.

Companies using this approach can provide highly personalized service—increasing loyalty and satisfaction—while being 100% confident they are compliant. 



Friday Feb 01, 2013

Financial Services Customer Experience


“In the aftermath of the financial crisis, retail banks around the globe are struggling to make a positive impression on customers. Differentiating on price and product innovation is becoming increasingly difficult, and firms face the added complications of changing customer preferences and increasingly stringent regulations.” This is per The World Retail Banking Report 2011 – published by European Financial Management and Marketing Association (EFMA), the Italian bank UniCredit and Capgemini.  The report stated that “delivering a positive customer experience is one of the few levers banks can use to stand out in today's market.” Other approaches that banks have relied on in the past to differentiate themselves – low prices and innovative products in particular – are losing their ability to provide an edge.

When new delivery channels were created to complement branches – first ATMs, then telephone banking, online banking, self-service kiosks and mobile banking – many believed that branches were in terminal decline around the world. Four or five years ago that decline was largely halted, and in many cases reversed, as banks realized the value of face-to-face contact and a high profile brand presence. Today, the typical delivery model is cross-channel. All channels are valued, and used as part of an integrated distribution strategy.

Even though customers regard quality of service as the most important aspect of their banking experience, they also value relevant, competitively priced and innovative products, and effective delivery channels. The challenge for banks, therefore, is to keep abreast of developments in these two areas.  Learn more.

Get the latest insights from customers and consumer research:

Interested in building lifelong loyalty with an exceptional experience for financial services, Click now.

Thursday Jun 21, 2012

Banco Espírito Santo Increases Sales Campaign Success Rate with Siebel CRM

Banco Espírito Santo (BES), founded in 1869, is the second-largest private financial institution in Portugal with a 20.3% domestic market share, 2.1 million customers, and more than 700 in-country branches. It also has a strong international presence with operations in 23 countries and four continents.

With strong growth in its major markets, BES needed a modern, cost-effective, scalable, and reliable customer relationship management (CRM) solution for its retail operations. The bank wanted to optimize client relationship management and integrate all customer touch points and service channels to improve the success of its sales and marketing initiatives.

BES implemented the same CRM solution as many other leading banks: Oracle's Siebel CRM.

With Siebel CRM 8.1 and other Oracle solutions, BES significantly increased sales of its new financial products across all channels by up to 25%, and it expects to increase annual revenue by up US$4 million annually. It also improved the success rate of bank branch sales, marketing, and lead generation campaigns by nearly 10%.

“We are very happy with Oracle’s Siebel CRM applications. We already knew that this was the best solution available, but it has surpassed our best expectations,” said João Manaças, Customer Relationship Management Manager, Personal Marketing Department, Banco Espírito Santo.

Click here to learn more about BES's use of Siebel CRM.

Tuesday Dec 06, 2011

1 Size Doesn't Fit All

Only Oracle CRM On Demand Industry Editions provide organizations with CRM solutions tailored for specific industries. Unlike other cloud-based CRM solutions, Oracle CRM On Demand Industry Editions are built upon Oracle's deep industry expertise, providing organizations in the Automotive, High Technology, Insurance, Life Sciences, and Wealth Management industries with tangible business value from the start of deployment. Oracle CRM On Demand Industry Editions feature pre-built business processes, data models, object models, and business logic designed to support the unique requirements of each of these industries. Oracle CRM On Demand Industry Editions also leverage Oracle's CRM and technology leadership to ensure that industry-specific capabilities are built in at all application levels, not just in the user interface.

Why care? Oracle CRM On Demand Industry Editions provide:
  • Faster time to business value
  • Less customization
  • Lower TCO

Want to learn more? Please visit


The place to get informed about customer experience and how it impacts your success.

Stay Connected

Subscribe to our RSS feed.


« November 2015