CXFS 2020

July 21 - 23, 2020

Renaissance Boston Waterfront Hotel, Boston MA

Whitepaper & Video Center

The Banking Industry Today: Catching Up with Transforming Customer Expectations

The impact of technology—on the industry, and on customers—provides both the biggest challenges, and the greatest opportunities. Today’s consumers expect the information and services they want, whenever they want it, on the platforms of their choosing. It’s a huge demand. The ability to offer what customers and prospects expect will be key to survival.


6 Steps to the Ultimate CX: The Essential Guide to Optimizing Customer Communications for Financial Services Organizations

Improving the customer experience (CX) is the driving force in financial services today. It’s the key to customer retention and successful cross-selling, which are both critical to increasing revenues. But achieving that ultimate goal of a seamless experience still presents significant challenges due to how most banks manage their customer communications. Marketing campaigns for various products and servicing communications are usually undertaken by different teams and departments within a bank. While each of these communications may have merit on their own, the customer sees a disjointed stream of communications and messages. All too often, each communication ends up looking and feeling like it’s coming from a different banking organization—or worse, doesn’t acknowledge the customer engagement that’s already taken place.


Email 101 for Financial Services: 15 Proven Tactics to Boost Deliverability and Engagement

According to a 2018 study by Litmus1, the ROI of email marketing is $38 for every dollar invested. Another 2018 study by the Relevancy Group2 found email to be the top channel used by financial services companies to communicate with customers and prospects. And U.S. marketing executives who participated in the study believe that email by itself drives the same amount of revenue as social media, Web, and display ads combined. So it’s clear that, if done correctly, high-volume email operations can deliver tremendous return on investment. But email only works if it actually reaches your customers. Most businesses achieve a deliverability rate of 80%, according to a 2017 study by Return Path.3 So 20% of emails never reach their intended inbox, which is unacceptable and results in billions of dollars in lost revenue each year.Whether your focus is email marketing, onboarding and user engagement, retention or customer service, every undelivered message is a missed opportunity — and a hit to your bottom line. Don’t let mediocre deliverability rates erode the value of your email operations. The best practices discussed in this e-book will help you ensure the best possible inbox rates — and the best ROI for your financial services business.


Are Customer Communications Getting SMARTer?

Customer demands are at an all-time high and still growing. Delivering an exceptional customer experience throughout the entire lifecycle is key to a company’s success. And customer communications play a critical role in the overall customer experience. Every communication sent is part of a larger, ongoing conversation with the customer. However, every business reaches a point where that conversation becomes more complicated due to increases in channels, touchpoints, interactions, and disruptions.


Hyper Personalization Drives Engagement and Deepens TD’s Relationships with its Customers.

TD Bank Group, a top ten bank in North America by branches, partnered with Flybits in 2016 to leverage the fintech company's proprietary context-as-a-service platform. TD selected Flybits to help generate personalized, meaningful, and valuable interactions with its Canadian customers beyond the branch. Only one year after launch, 1.2 million users have embraced Flybits’ innovative technology. Adoption continues to increase as TD successfully employs Flybits' data intelligence and contextualization capabilities to drive digital engagement, presenting customized information to registered users at the moment they would find the communication most helpful.


CXFS 2019 Innovation Briefing

As we head further into 2019, the financial services industry continues to face massive changes. Branches are closing, fintechs are disrupting, and customers expectations have never been higher. This creates a unique challenge for experience executives working to streamline the customer journey for financial products. By their nature, financial services companies are revenue driven, compliance laden and legacy based. CX leaders have a hard time getting c-suite approval for their strategies, a hard time getting budget approval for those strategies, and then the strategy is subjected to rounds of compliance verification. If that weren’t enough, strategies that move past this point need to somehow fit into the bank’s pre-existing core infrastructure or be built on top of it. This lengthy and overburdened process makes it very hard to streamline the customer experience and even harder to innovate for the customers delight.For these reasons, the industry needs CXFS, an annual event for CX and marketing leaders in financial services. Financial services companies want to see how their peers in the industry have managed to make their customer a top priority at their respective companies, received budget approval for CX initiatives past basic surveys, worked around compliance constraints, and built CX into their current company hierarchy. This reports aims at uncovering how companies are rethinking their cx strategy using the latest innovations in technology to solve the problems of today’s banking customers and meet the expectations of the tech-savvy consumer.


5 Priorities for Providing a Successful Customer Experience by InMoment

Financial services clients are changing in many ways, and they want a company that will evolve with them. Clients are increasingly using technology to perform actions that were previously reserved for human interactions. Additionally, as a younger generation steps in, financial services institutions must adjust to an entirely new type of customer—one that favors conve-nient, personalized, and secure digital experiences. Download the eBook by InMoment to find out more!


Transforming Finance with Customer Experience Management

Large tech companies like Google and Amazon have set a standard for customer expectations. Now, those customer-centric industries are encroaching on space that was once exclusive to financial services. Financial institutions have large amounts of data that need to be segmented in order to engage customers in a timely and relevant way, but can they compete? Utilizing Customer Data to Meet Evolving UX Expectations explores the intersection between customer behavior and engagement in tech, retail, and other industries and how banks are meeting consumer demands as those expectations carry over to the personal finance sector.


3 Key Findings on CX Optimization in Financial Services 2016

Containing fresh research on the priorities of CX executives in the financial services, this new benchmark report from CXFS and OpinionLab covers the major challenges and opportunities facing the CX community, as well as the order of priority with which they are tackling new projects.  Click the image to the right to download your copy! 


Mobile Banking Consumer Report

Digital capabilities have revolutionized how people manage their money. Mobile banking apps in particular have given customers the power to access their accounts whenever and wherever they like, bringing banks and consumers closer together than ever before. As a result, financial institutions are investing heavily in the development of world-class digital applications and experiences. This paper will explore consumer adoption of mobile banking services and gauge consumers’ perspective on central issues like security and user experience.


The CXFS 2016 Benchmark Report

Check out this benchmark report from WBR and CXFS. Customer expectations are continuing to rise. CX professionals will have to up their game, and this report will offer strategies on how to do just that. Key Findings Include:  Financial services have awoken to the critical nature of customer experience, and are making strides in integrating them into organizational KPIs.The ease with which mobile can be accessed at almost any time has made it into one of the most important channels to master in order to create a leading edge approach to experience.Social media is a powerful force, and financial services firms require a proactive approach to developing the channel lest their customers define it for them. Click on the image to Download the Report today!


2016 Director's Report

Top brands across all industries today now realize that the key to differentiating themselves from the competition is by providing their customers with a flawless experience. A customer’s experience with a brand includes the customer's attraction, awareness, discovery, cultivation, advocacy, purchase, and use of a service. Given the array of touch-points available for the modern consumer to interact with a brand, companies are spending more dollars than ever on CX people, processes and systems.


CXFS Mobile Banking Benchmark Study

In 2016, mobile continues to permeate into the daily life of the average consumer. Technologies for mobile payments are gaining in profile and traction, especially among banking customers looking for a quick and convenient way to check their balances and perform basic activities on a daily or weekly basis. With the ease and convenience offered by mobile, it’s no surprise that many bank customers are enticed by the ability to remotely interact with their banks of choice.



Want even more reading material? View whitepapers and reports from our 2018 event.

2018 Media Center