Whitepaper & Video Center

Customer experience (CX) is now a board level priority—for a good reason—but many leaders struggle with how to turn their vision into action. In fact, 90% of 480+ CX executives surveyed in a CSG commissioned study by Forrester Consulting, said they find it challenging to know where to start on improving customer journeys and experiences. Join Julie Rickis, Head of Customer Experience Development at MassMutual, and CSG’s Mark Smith, SVP of Customer Experience, as they share MassMutual’s action-packed journey to get started and all the lessons they’ve learned along the way.

Did you know: nearly 60% of customers will jump ship for a better customer service experience? In this insightful piece, maslansky + partners Senior VP Maria Boos explores how to deploy the secret weapon of customer communications to deliver excellent customer service, including some practical before-and-after examples of how to do customer communications right.

Extract actionable insights from any customer interaction at scale, and transform your multi-channel conversational data into a strategic asset.

Customers expect extraordinary experiences from brands they love. To keep pace with today’s fast-moving omnichannel environment, businesses need to take the bill to payment journey beyond a transactional experience. Join this conversation between Adrian Swinscoe, best-selling author and host of Punk CX Podcast, and Mark Smith, CSG’s journey expert with 25 years’ experience to connect the dots between bill clarity and delivering exceptional customer experience at scale. Hear proven use cases from financial services that deliver measurable results for your business with a quick time to value. Walk away with a plan on how to adopt Generative AI to improve your CX and decrease call center volume at scale, while protecting customer information securely. 

The Talkdesk 2024 CX in Banking Survey explores the progress banks and credit unions have made toward delivering more personalized services with artificial intelligence (AI) and unifying customer experiences across communication channels and touchpoints. The survey examines the success factors for a fully unified customer experience powered by AI, and an industry-wide view of where banks and credit unions fall on the spectrum of CX maturity

Customers of banking, insurance, and capital markets firms have increasingly adopted digital as a means of conducting transactions and engaging with their service providers. Now, companies have had time to perfect their digital and in-person customer experience initiatives and identify challenges. This report explores how financial services firms have adapted their CX strategies over the past year. It provides comparisons to results from last year’s study to identify key trends in budget allocation, technology prioritization, and more.

Consumers and B2B companies have increasingly adopted digital channels as avenues to communicate with companies, make purchases, and monitor their services. This shift has led to the emergence of “digital native” companies—companies that are born in the cloud, conduct all their business online, and have no physical location for sales or customer service. This report explores how digital native companies are performing in terms of lead gen, customer journey orchestration, customer support, and customer loyalty. It also reveals the current technologies these companies are using to facilitate their operations, and it identifies key challenges and opportunities specific to digital native businesses.