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Highly skilled and experienced content marketing leader. Hands-on writer, strategist, brand and product marketer for a B2B SaaS start-up.
Marketing automation tools keep track of customers, but customer journey orchestration tools coordinate real-time experiences across systems, teams and third parties to ensure it's consistently smooth. Optimizing individual touch points in a workflow has been a focus up until now vs.
In business banking, customer experience is about more than service quality; it's also about how well a bank delivers on its customers' unique needs. Businesses are not one-size-fits-all. So their needs, preferences and expectations are wildly different. We conducted research to learn how businesses experience their primary bank's CX, and the data uncovered powerful insights.
When a business says "yes" to partnering with a bank, the onboarding process becomes the first critical impression-one that sets the tone for the entire relationship. Unfortunately, for many financial institutions, this crucial phase is marred by friction, inefficiencies and poor communication, leading to dissatisfied clients and lost opportunities.
Original research report on business banking customer experience
"The loss of merchant deposits and associated relationships would significantly threaten the traditional banking model, undermining banks' access to cheap capital and ability to generate revenue from lending and credit products." - The Payments Association Merchant services through traditional banks have long been offered to small and medium-sized businesses.
How to use real-time data sharing to gain control over your bank's compliance monitoring in a complex and growing ecosystem of partnerships.
Ghost written article, written on behalf of OvationCXM Founder and CEO, Alfred (Chip) Kahn.
AI is making it easier to orchestrate customer journeys that are more effective and seamless, growing revenue and reducing attrition. Read more...
A global bank leverages OvationCXM to oversee journeys through its supplier management network, and this case study summarizes that use case.
A partner marketing resource promoting the collaboration between OvationCXM and IBM.
A short in-platform video to grow followers to OvationCXM's social channels.
Ghost written article on behalf of OvationCXM Founder and CEO, Alfred (Chip) Kahn for Forbes Technology Council.
Do you need a CXM platform if you have a CRM? Learn why a CXM serves as a complement to a CRM and fixes fragmented customer journeys.
A culture series promoting the talented OvationCXM team members.
Ghost written article/thought leadership on behalf of OvationCXM Founder and CEO, Alfred (Chip) Kahn
ChatGPT is set to transform... well... everything! But how specifically is it going to revolutionize chatbots and conversational AI so vital to CX?
Enterprises looking to transform customer experience quickly, may weigh whether to buy vs. build CX technology...
ChatGPT promises to disrupt how we interact with everything, especially customers. What are the top use cases for ChatGPT, conversational AI and CX?
Not all cost consolidation decisions deliver the value they promise, and frequently, they affect the quality of customer experience. Learn three best practices to preserve CX that align with cost consolidation.
The credit union industry is being transformed by mergers and acquisitions that can lead to disjointed customer experiences...
If time is money, business banking customers say they've wasted a significant amount just trying to resolve onboarding issues, leading to frustration and attrition...
What are the six obstacles to resolving customer experience problems, and how can they be overcome?
Merger and acquisition activity in segments like healthcare powers on. How can enterprises more quickly realize the benefits of their M&A when integration of people and systems takes time and effort.
When CX is delivered across a multi-product, multi-team ecosystem that incudes outside partners, you need five specific functionalities to orchestrate ideal customer journeys.
Digital transformation is hard for financial institutions slowed down by inflexible legacy platforms. Learn how CX innovation...
What's the state of community banking and what's ahead? We share the research.
Since the start of the global COVID-19 pandemic, the need to deliver digital-first customer experiences that support specific needs, different life goals, and varying preferences for when and how customers want to engage with their bank has been critical.
Financial institutions compete today with retail giants embedding financial products into their offerings. How do they compete?
Digital transformation initiatives only increase the fragmentation of customer experiences. Enterprises are losing control of their customer journeys.
Successfully running a small business requires significant time and effort. It's no real surprise that the New York Enterprise Report found small business owners work twice as much as regular employees. Other research indicates that 91% of small business owners spend up to 20 hours per week on financial admin, from handling payroll to invoicing and purchasing inventory.
90% of the world's largest banks are running their core systems on mainframes. They have an opportunity to achieve greater innovation by embracing a modular modernization strategy. Chief Technology Officer Venkataraman Balasubramanian discusses how composable architecture is an effective approach to modernize digital banking platforms.
Advertisement for the company's holiday toy catalog, appearing on Black Friday.
Blog: The COVID-19 pandemic has had far-reaching effects on banking, and one is the added difficulty in meeting the needs of the population that is traditionally underserved by formal banking services. Read more...
Joint promotion with Southwest Airlines and the Milwaukee Journal Sentinel
Imagine your bank's marketing team tasked with product ideation. Their brainstorming sessions turn to excitement because they've come up with what appears to be a unique, compelling promotional offer to help drive new consumer loans into your bank's portfolio for the next quarter. Senior leadership loves the offer.
Sometimes new regulations also result in new opportunities for businesses, and Bill C-86, Budget Implementation Act, 2018, is one of them. This amendment to Canada's Banking Act has the best interest of consumers at its heart. It enacts a number of new obligations that essentially codify "doing the right thing".
The Spiritual Care Department is funded 100% by donations to Rogers Memorial Hospital Foundation. A gift to this program will help ensure that others in Herrington Recovery Center, as well as many other programs throughout Rogers Behavioral Health will be able to experience "peace for the first time in a long time," just like Ted.
A customer journey is the progression of interactions a consumer has with its bank, leading to a desired behavior. It is made up of touch points that cross into many areas of the bank. When a bank builds a smooth customer journey, they end up with satisfied, sticky customers.
The winter of 2021 brought weeks of icy, incorrigible weather to parts of the United States that usually bask in mild winters, and it tested the resiliency of families and businesses. The fragility of basic infrastructure in the face of a raging Mother Nature was shocking, but it shouldn't be surprising.
With a second year of the COVID-19 pandemic under our belts, the state of US community banks through 2021 and into 2022 has changed. They've gone from business as usual, leaning into their tried-and- true relationship banking model to a shake-up that kept their customers outside the branches and brought PPP small business loans in.
Blame it on Netflix, Spotify and Amazon. These giants have perfected the art of customizing offers and rewards and promoting them to customers in every interaction. Consumers love it. And they are beginning to expect it from every business they engage with, including their bank.
Glenn Jenkins' first brush with higher education started very early. He attended college at the age of eight! Yes, he was extremely bright, but this Heritage alumnus was actually tagging along with his mom as she took courses towards her [...]
Being out in nature, enjoying the warmth of a greenhouse, and working with plants all have a positive effect on someone's mood and can also reduce anxiety. Because of this, horticultural therapy has been a valuable component of our care across a variety of our treatment settings, but horticultural therapy is an especially good fit in eating disorder recovery.
The powerful capabilities of a 3D cone beam imaging system are so impressive that general dentists are often convinced that it's more than they need for their practice. However, general dentistry practices will deliver better diagnoses and treatment simply because they have more information to work with.
In the field of periodontics, doctors diagnose and treat their patient's teeth, supporting structure, and gums. The cone beam allows early diagnosis of issues around the tooth and its supporting bone and ligament structures that are not always seen by traditional 2D X-rays. How does 3D imaging enhance Periodontics? Read More...
Orthodontists have slowly been adopting cone beam technology for treatment planning and post-analysis of orthodontic results. It provides more information than a 2D X-ray to predict growth and make decisions that affect not just the alignment of the mouth and teeth but other anatomy. How does 3D imaging enhance Orthodontics?
Before a single incision is made, many oral surgeons rely on a cone beam 3D imaging system to provide them with detail about the case. With a single rotation, 150-200 images are taken and then put together into a three-dimensional rendering with sophisticated, predictive software. How does 3D imaging enhance Oral Surgery?
Workforce Development Program Introduced to Fill Skills Gaps Martín Valadez was having lunch with a business acquaintance several months ago, casually sharing that he was taking a job with a new workforce development program called Heritage@Work being developed by Heritage University. He wasn't trying to drum up business... not yet.
Senior and education major Christy Jo Taylor dreamed of becoming a teacher since she was a little girl. She's committed to that goal. Every day, she drives an hour each way from her home in rural Othello, Washington to attend her Heritage classes on the Columbia Basin College (CBC) campus in Pasco.
"IF WE SPOKE OUR LANGUAGE, THE TEACHERS BEAT US. SO LATER, I NEVER WANTED TO TEACH MY CHILDREN. NOW, I REGRET IT." In those few words, Gregory Sutterlict's great- grandfather told of the deeply felt grief among Yakama elders over losing their native language. Today, Sutterlict, the Mellon-endowed chair of Heritage University's Sahaptin Language Department [...]
Imagine walking down a dark pathway at night. You turn on a flashlight and suddenly you are alerted to things you couldn't see before that could trip you up...tree roots, uneven ground, winding turns.
Dr. Gary Kaye opened Kaye Dentistry in a single room in Manhattan without a single piece of digital technology - not even a computer. Today, he is the ultimate advertisement for how cutting-edge technology can be adopted, interconnected, and used to grow a practice beyond your expectations, while providing patients with an exceptional level of care.
If you are in general dentistry, you may think 3D imaging isn't necessary for the care you provide. However, this robust technology provides powerful benefits you might not have considered. As high-tech solutions are increasingly expected by your patients, this is a good time to take a fresh look at how a 3D cone beam could benefit your practice.
Heritage student's research centers on culture and identity for immigrant youth in the Yakima Valley. Josefa Zarco was in high school when she first read the bestselling, young adult novel I Am Not Your Perfect Mexican Daughter. "It was ok," she thought as she set it aside and let it slip out of her mind.
Weekend homework in Dr. Robert Kao's biology class looks a little different than other science classes. There are chapter readings and typical quiz questions about scientific terminology and functions. But using an innovative tool he developed called "quizfolio," students are also asked to broaden their thinking by reflecting on and then writing about challenges, reactions and questions [...]
Legal Internships Give Students Opportunities to Serve Their Communities Last semester, two Heritage students took a different route to work than normal. In January, they began six-month fellowships at two local organizations, working with attorneys to get a sneak peek at what a law career might look like.
In a balmy rainforest in Costa Rica, frequented by big cats, poisonous snakes, screeching monkeys and exotic fauna, four students from Heritage hiked along dirt paths, collected water and plant samples, set up wildlife tracking cameras, and had the experience of a lifetime over winter break.
Fraternity and Sororities Set the Bar High in Academics and Service Over spring break, with classes on hiatus, a group of young men hunched over 30,000 plastic eggs, filling each with candy. Later they would scatter them around campus to the delight of hundreds of children who came for the third annual Easter Egg Extravaganza.
Back in 1982 when Sr. Kathleen Ross, Violet Lumley Rau and Martha Yallup started Heritage University, they began something truly rare-a co-ed college founded by women, run by women, with classes taught by women. Back in the university's early days, the proverbial glass ceiling was solidly in place over academia with women making up only [...]
Stuart and Jill Briscoe have always had a passion for teaching God's Word and speaking Truth into people's hearts and moving them toward God. With that purpose in mind, they launched the Telling the Truth ministry. The ministry began in 1971 while Stuart served as senior pastor of Elmbrook Church in Brookfield, Wisconsin, which grew into the largest evangelical church in the state.