Stay ahead of the Game
For Financial Services organisations, delivering a superior customer experience on a continuous basis requires ongoing learning. You can have on-target strategies and innovative products and services, but you need new knowledge to help you instil change and growth.
In this section, you will find resources that will help you to address market challenges, uncover new approaches and leverage TELUS solutions.
Business Assessment Tools
Customer Experience Maturity Assessment – Building a roadmap for the customer experience. TELUS has developed a Customer Experience Maturity Assessment in cooperation with IDC, a global provider of market intelligence and IT advisory services. The assessment is designed specifically for financial services firms and analyzes current strategy and customer perceptions with the goal of supporting measurable improvement in customer experience capabilities. Request an assessment
Live a day in the life of a 17 year old student. In this flash demo, see how a Young Embracer uses technology to interact with his financial institution. Learn how you can enhance your web, contact centre, and mobile customer experience. View now
Meet George, a 68 year old architect who wants to retire. Experience how George, an Internet Savvy, communicates with his financial institution. This flash demo illustrates how you can offer a superior customer and employee experience through your contact centre and website, using conferencing, collaboration and mobile solutions. View now
Winning on service in an uncertain economy.
View this webinar featuring Dr. Martha Rogers of the Peppers & Rogers Group to find out what strategies and techniques you can implement to enhance your customers experience and your bottom line during today's changing economic times. View now
Make your DNA revolve around your customers.
Learn about how to get the customer on the strategic agenda by redirecting priorities and developing tactics to drive change by downloading this presentation delivered by Jeanne Bliss at the TELUS Customer Experience Business Innovation Series event. Download now
Break down silos to deliver a consistent customer experience.
See a video clip of Jeanne Bliss at the TELUS Customer Experience Business Innovation Series event talk about the importance of breaking down silos to improve customer loyalty and profitability. View now
Financial services consumers are evolving. Are you ready?
View this webinar featuring Rob Burbach, Senior Analyst for IDC Financial Insights to learn how the future consumer of financial services will impact your customer experience strategy and to discover an innovative approach to segmenting future consumers. View now
Are you ready for the future consumer?
Building on research conducted in 2007, TELUS and IDC Financial Insights released a new study in 2009 that investigates consumer preferences for interacting with their bank, insurance company and investment brokerage. In just two years, preferred communication channels have changed significantly, resulting in seven new consumer segments. In the newly released white paper you will learn about:
• The level of loyalty each consumer segment has to its main financial services provider
• Customer experience performance gaps
• Key actions to consider to maintain profitable customer relationships Download
Knowledge workers are an important and growing segment of the workforce. Information and communication technologies (ICT) play a key role in improving knowledge worker performance, satisfaction and engagement. Gain insight into how your organization can leverage ICT to increase knowledge worker performance – both for the benefit of your organization and the employees themselves. Download
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