The report is aimed at providing insights into consumer opinions and behaviors, specific to the financial services industry. Topics in this report include customer care experiences, channel use, customer effort, quality of care, privacy, and a comparison on U.S. and Canadian customers.
Nearly 57% of surveyed customers reported moving some or all of their business as a result of a poor customer care experience
WINTER PARK, FL — (May 22, 2018) — COPC Inc., a global consulting firm that helps companies improve operations to transform the customer experience, together with Execs In The Know, a global network of customer experience professionals, announce the results from their first financial services industry survey,CXMB Industry Insights: Financial Services. This report was sponsored by VXI Global, a customer care, sales and technical support services company. A key research finding is that nearly 57% of surveyed customers reported moving some or all of their business as a result of a poor customer care experience with a financial institution. When asked what could be done differently, customers referred to ease of use, accountability, and access to a live person. To learn more about this and other findings, download the complimentary report.
CXMB Industry Insights: Financial Services provides research about consumer opinions and behaviors specific to the financial services industry in the United States and Canada. The survey confirmed that customer expectations are rapidly changing and that financial institutions need to focus not just on technology solutions but rethink the entire customer interaction—from the customer’s perspective. Continue reading →
For those that don’t know, CIBC is a leading Canadian-based financial institution that provides a full suite of financial products and services in Canada and around the world. The bank was founded in 1867 and we serve 11 million clients with a team of 40,000+ employees.
I’ve had the opportunity to work in many areas of CIBC throughout my 30+ year career, but my roots are in Customer Service. I started working part-time as a Customer Service Representative (aka Teller) while going to University. It was an amazing experience, and it taught me the importance of building relationships with clients.
I was fortunate to have a manager who got to know me well, and talked about what I wanted to do after graduation. He suggested that I apply to the Branch Manager Trainee program, and he was quick to provide a wonderful reference. I’ll come back to that later.
I’ve worked in a number of areas including Strategic Network Planning, Wealth Management, Finance, Governance and Controls, and I’ve had the opportunity to lead a number of client facing channels including Contact Centres, Online and Mobile Banking, along with our ATM network. One thing I did learn throughout my career was to be open to taking on new opportunities. It helped me build breadth, deeper knowledge, and wide networks!
The way clients interact with CIBC has changed dramatically since I started my career. But our Vision at CIBC is to be a leader in client relationships. It’s not about the mortgage or the investment product, it’s really about helping our clients buy the house they always wanted, or achieve retirement early, or help send their kids to school. Taking a client lens to what we do every day is very gratifying.
Being part of the Execs In The Know Advisory Board has been a rewarding experience. It’s a great forum to share and learn from others that all want to improve the client experience. With the pace of change it’s important to keep current on changing client behaviors, technologies and people practices. Each of us bring different perspectives, experiences, and approaches to the table and that’s the power of diversity! Continue reading →