Whitepaper & Video Center

Customer Communications: A Secret Weapon in Delivering Excellent Customer Service

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.

Unlock Your Conversational Data

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

Talkdesk 2024 CX in Banking survey: An industry benchmark

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

Customer experience in the 2023 financial services market

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.

Challenges and opportunities among digital native businesses

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.