Tag "customer experience"

2021 Data Management Predictions for Financial Services

The new year brings new challenges and opportunities across the financial services industry as banks, brokerages, and life and P&C insurance companies prepare to enter it with enthusiasm and caution. To help shed some light on what might be in store, I’ve compiled a list of the top predictions in 2021 across financial services:  The... more

Union Bank of the Philippines and Informatica Winners in Ventana Research’s 13th Annual Digital Leadership Awards

Informatica is proud to share that Union Bank of the Philippines—and their Chief Customer Experience Officer, Ana Delgado—has just been named a winner for Ventana Research’s Digital Leadership Award for Customer Experience. 2020 marks the 13th year that Ventana Research has been recognizing organizations and individuals for their innovations in developing customer experience initiatives. For... more

Digital Commerce 2020: Is Your Data “Holiday Shopping- Ready”?

For most retailers, 2020 has been affected by unpredictability and uncertainty. The global pandemic has led to volatile consumer behavior, preferences, and demand along with very unpredictable global economic circumstances. And retailers have been challenged as never before: to fulfill customer demand, dealing with lock-down situations, struggling with logistical issues caused by closed borders or... more

The Customer Experience Hierarchy

Customer experience initiatives aren’t a once-and-done tactic for customer acquisition—although that’s truly important. Rather, it’s an ongoing strategy that relies on a 360 customer view and experiments to understand the preferences of buyers that win their hearts and minds, retain them, and create loyalty.  Here’s how it plays out. A Satisfied Customer is Not Necessarily... more

Great Customer Experience in Financial Services Starts with Fit for Use Data

We all know that customer experience is pivotal for attracting and retaining customers in the banking industry. I recently had an interaction with my bank that brought this home in a big way. A few weeks ago, my iPhone’s Face ID failed to work, causing me to be locked out of my bank’s services. As... more

Union Bank of the Philippines and Informatica Named Finalists in Ventana Research’s 13th Annual Digital Leadership Awards

And now for some good news in 2020! Informatica is proud to share that Union Bank of the Philippines—and their Chief Customer Experience Officer, Ana Delgado—has been named a finalist for Ventana Research’s Digital Leadership Award for Customer Experience.   2020 marks the 13th year that Ventana Research has been recognizing organizations and individuals for their innovations in developing customer experience initiatives.  For Union Bank of the Philippines (UnionBank), their focus on... more

Managing and Governing Data in Today’s Cloud-First Financial Services Industry

Cloud is the modern technology foundation for most of today’s digitally driven financial services industry. Regardless of size, companies across all sectors, from banking to brokerages, are investing in new cloud-based solutions for modern business applications, transaction platforms, and analytics to improve customer experience, simplify IT, and reduce ongoing operational costs. According to Forbes, 67%... more

The Restructuring of Retail

It seems like every day we hear of a new store closing or a retailer shifting their focus to e-commerce. For all the talk about the “retail apocalypse”, brick-and-mortar isn’t dead. It’s simply being restructured to meet the needs of modern customers and offer safe, convenient, and memorable experiences. A record 9,300 stores closed in... more

CX Awakening for B2B

In this post, guest blogger Blake Morgan, consumer futurist and author (“The Customer of the Future”), discusses the three key components of Informatica’s customer-centric approach. In recent years, brands in the B2C space have grown to see the value of customer experience. In fact, more than product or price, companies now compete on experience. But in... more

Enough of Next Best Action—Do You Know What the Next Worst Action is for Your Customer?

“Defense wins championships.”  This old sports adage is true, no matter what sport you follow. I follow soccer and basketball, and it definitely applies to both sports. In fact, my hometown basketball team, the Toronto Raptors, recently won a championship because of good defense. And this year in soccer (like many others), coaches will be... more