Answer five simple questions to ask yourself right now about your Customer Experience Management Program.
While the EFM software looked compelling in sales presentations, too often these products have failed to live up to the promise—even after companies spent a year or more to install the software and up to three years to fully implement the system.

AI Is Not Replacing Banking Relationships

Greenwich Insights
February 2018 By: Patrick Mulrenan
See why banking relationships are stronger with the help of artificial intelligence. 
Chris McDonnell shares information on why digital capabilities are a key factor for wholesale executives in their bank selection process. 

The Future of the Banker

Greenwich Report
November 2017 By: Donald M. Raftery
Dramatic advances in artifical intelligence (AI) are quickly changing this technology from a banking buzzword to a critical capability that helps drive better outcomes for clients.
Don Raftery shows how intellectual capital will help bankers and relationship managers continue to be a critical part of a bank's core value in the years to come. 
In this paper, we will show how commercial banks can employ CEM principles and techniques to energize internal referral processes to boost new customer acquisition and expand share of wallet with existing clients.
Banks that limit their customer experience management (CEM) programs to “front-office” or customer-facing staff are not addressing every element that affects customers.

Award Recognition

We are honored to be recognized for our "commitment to measuring and understanding the customer experience while delivering improved business results."

Learn more about the Ace Awards

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