Blog

Our latest research reveals what business customers really think of their banking support —and why journey orchestration provides a competitive edge.

Customer experience management platforms (CXM) fill a gap in legacy systems that help companies deliver more consistent, effective experiences.

Different bank types have unique customer bases, so we explore how each segment responded to our research on banking CX.

Our business banking research reveals how comfortable business owners are with AI voice & chatbots in their financial services support.

33% of business banking customers said they would give more business to their financial services provider if they had a smoother onboarding journey. Read more...

This powerful banking research reveals what businesses say about their financial services CX.

OvationCXM is proud to partner with IBM as they launch IBM z17™ to accelerate the modernization of mainframe applications with generative AI.

Banking is complex so its customer journeys are also complex. How can they solve fragmentation and improve CX?

Our head of product, Alan Finlay, shares his perspective on the CX and AI trends for 2025.

With merchant acquirers losing an estimated $2 billion per year due to merchant attrition and the relative cost of replacing merchants rising, taking steps to curb merchant churn has never been more important.

Banks that offer merchant services enjoy positive business impacts. Find out why and how to modernize this important bank offering.

Read how the Domino's Pizza Tracker proves the power of customer journey orchestration in banking.

OvationCXM CEO and founder Alfred (Chip) Kahn shares his predictions for the next year for banking, CX and tech.

What's the state of community banking and what's ahead? We share the research.

Community banks are investing in technology to realize more value from their legacy systems and elevate their CX.

AI is making it easier to orchestrate customer journeys that are more effective and seamless, growing revenue and reducing attrition. Read more...

Trade finance buyer/supplier management is complex and usually manual. In this Q&A, learn the impact of modernizing.

AI voice chatbots can cut support costs while allowing customers to self-serve more quickly. Learn more...

MerchantE Goes Live on OvationCXM's CX management platform, expanding the partnership.

New and improved Journey Builder Adds personalized customer paths using conditional logic. Read more...

OvationCXM + IBM Brings Bank Householding and Customer Segmentation to IBM LinuxONE and IBM Z

How to use real-time data sharing to gain control over your bank's compliance monitoring in a complex and growing ecosystem of partnerships.

There are many things to consider when choosing the right field services provider. It can impact your day-to-day operations, strengthen customer relationships and speed up revenue.

Our Knowledge module is now WCAG compliant, enhancing usability and access to those who rely on assistive technologies.

Trade finance is a complicated customer journey for banks to monitor and manage. Explore potential steps to overcome the risks and challenges.

GenAI Chatbots turbocharge CX effectiveness, but they must also satisfy bank regulatory requirements to provide timely and accurate responses.

Read about our new PayPal collaboration, how OvationCXM + Salesforce work together, managing partner CX and more

Boost CX by integrating data from other apps securely into our platform and trigger actions in other systems to boost CX with our new API and embedded app capabilities.

Banks are highly scrutized by regulators, and that extends to customer experience delivery. How do you manage service governance of partners fulfilling parts of your customer journey?

How does OvationCXM vs. Salesforce stack up for managing customer experiences? We take a deep dive into both to discover they complement one another.

Customer journey orchestration platforms that optimize CX across multi-product, multi-team ecosystems requires five key features.

The collaboration combines PayPal’s innovative PayPal Complete Payments Platform with OvationCXM’s customer experience management, partner network and industry expertise.

In this issue of CXMSpotlight, our CEO talks about CX in complex industries, plus Fintech Meetup and Generative AI Expo takeaways

OvationCXM's nationwide field services support is one part of our comprehensive customer experience technology and solutions suite.

Tech support is enhanced by combining brand knowledge with Gen AI chatbots. Explore how this pairing can simplify support delivery, benefiting the bottom line.

Communication gaps and missing information might be funny in the telephone game, but it's disastrous in banking customer experience. Learn how to stop it.

Vivid Commerce, a full-service payment and commerce provider, expands its partnership with OvationCXM.

OvationCXM Joins IBM LinuxONE Partner Network to Accelerate Modernization for IBM Z Customers and expand its customer experience management capabilities

What was the big story in 2023? What's next for CX? OvationCXM's Founder and CEO, Chip Kahn weighs in during this Q&A.

OvationCXM leaders including co-founders, CEO Chip Kahn and President Tim Attinger, look back on CX in 2023 and share predictions.

Get an update on the pioneering customer experience management capabilities our product team introduced to our platform in 2023.

Learn about the benefits of customer journey orchestration across complex ecosystems in this podcast with CEO and founder Chip Kahn.

Brands say CX is a priority, but only 1 in 10 customers claim they receive excellent service. Is CX technology necessary to bridge this gap?

There's a handful of brands repeatedly awarded for their elite CX delivery. Learn what they do to achieve consistently excellent CX.

Discover the latest AI trends transforming customer experience in 2023 and beyond. Alan Finlay, Head of Product, shares expert insights on generative AI, use cases, and integration strategies.

Learn what is happening in CX related to AI, and our strategy and vision for helping enterprises use it to maximize CX delivery.

OvationCXM today announced the infusion of generative artificial intelligence (AI) into our CXMEngine platform.

KeyBank transformed its merchant services customer experience using OvationCXM 's platform. Ben Motteram of CXpert talks to Jon Briggs - KeyBank and Tim Attinger - OvationCXM in this enlightening inteview.

What are the six most compelling applications for generative AI in customer experience management and journey orchestration? Find out...

What is generative AI, and how can it elevate the customer experience?

Community banking systems, like legacy cores, are slowing innovation. Best in breed CX platforms can overcome this rigidity.

At the midyear point of 2023, our CEO and President share their thoughts on what's happening in CX in banking and across enterprises related to artificial intelligence and the economic downturn.

OvationCXM was named to the FinTech Global 2023 AIFintech 100 list for the use of AI in CXMEngine, our customer experience management (CXM) platform.

When business customers need product support, there are four things they want in their customer experience. Learn more...

AI customer service and support is now embedded in many applications. Learn how customer service is benefitting.

Giving exceptional customer service experiences consistently is hard, but not impossible. We compiled a list of 15 strategies that work for any organization, in any industry, to deliver excellent CX.

Orchestrate and change your customer journeys with drag-and-drop ease with our latest update of Journeys.

We've launched our latest turbocharged version of Journeys, our drag-and-drop journey orchestration solution. Read more...

Shopwave has chosen OvationCXM to orchestrate and drive seamless onboarding and activation journeys and deepen its relationships with existing merchants.

Not all cost consolidation decisions deliver the value they promise, and frequently, they affect the quality of customer experience. Learn three best practices to preserve CX that align with cost consolidation.

We've launched Messenger, our newest turbocharged iteration of Webchat. Read for what's new...

What is a customer journey map? And why should companies invest the time and the resources to map their customers' experiences within their organization?

Today we are pleased to announce that Aevi is expanding into North America and has selected OvationCXM as its CXM provider.

Merger and acquisition activity in segments like healthcare powers on. How can enterprises more quickly realize the benefits of their M&A when integration of people and systems takes time and effort.

We've announced that we are integrating GPT-3, the foundation of ChatGPT, into our CXMEngine platform. The incorporation of ChatGPT will work in tandem with OvationCXM’s existing artificial intelligence (AI) suite to elevate communication, smart help and predictive support.

ChatGPT is set to transform... well... everything! But how specifically is it going to revolutionize chatbots and conversational AI so vital to CX?

ChatGPT promises to disrupt how we interact with everything, especially customers. What are the top use cases for ChatGPT, conversational AI and CX?

Collaboration and communication silos waste seven hours/week and lead to poor customer experience. Learn how that can be changed to transform CX.

What is customer journey mapping and why is it important for an enterprise that needs to optimize its customer experience?

Our Founder and CEO Chip Kahn and President Tim Attinger recap customer experience in 2022 and predict what's ahead in 2023.

OvationCXM's product team looks back at the major advancements to CXMEngine in 2022 with a look ahead to what's next.

If time is money, business banking customers say they've wasted a significant amount just trying to resolve onboarding issues, leading to frustration and attrition...

What are the six obstacles to resolving customer experience problems, and how can they be overcome?

Financial institutions compete today with retail giants embedding financial products into their offerings. How do they compete?

OvationCXM surveyed 4,000+ business owners/operators about their banking experiences. Learn what they said...

Learn what businesses reported as their top frustrations in their banking experience in our 2022 Financial Services CXM Impact Report.

The credit union industry is being transformed by mergers and acquisitions that can lead to disjointed customer experiences...

Digital transformation is hard for financial institutions slowed down by inflexible legacy platforms. Learn how CX innovation...

Enterprises looking to transform customer experience quickly, may weigh whether to buy vs. build CX technology...

Founder and CEO, Alfred "Chip" Kahn shares additional details about the announcements made this week, including a new name, funding and a growing customer list.

Boomtown Rebrands to OvationCXM, Lands $20 in Funding amid Significant Growth and Customer Expansion

One strength of next-generation CXM technology is how it unlocks customer data from silos. Sometimes that includes a CRM, but it doesn't have to.

Do you need a CXM platform if you have a CRM? Learn why a CXM serves as a complement to a CRM and fixes fragmented customer journeys.

What's the differences between a Customer Experience Management platform (CXM) and a Customer Relationship Management platform (CRM). Find out...

Increasing interest rates won't stop consumers from flocking to Fintechs. They won’t stop the flight of commercial and business banking clients, either.

That’s why tapping into network effects is so essential for banks to keep up with client demand, lest they lose out to fintechs that can provide a better experience. Thus, becoming interoperable is of paramount importance.

In a world that is increasingly reliant on digital infrastructure that keeps us constantly connected, realizing the lifetime value of a customer starts with ensuring that your product or service is able to provide or tap into network effects.

With massive advancements that have been made in the Fintech space, it would make little sense for banks to forgo relationships with those Fintechs that can enable them to provide excellent customer experiences. Establishing these connections, especially under the bank’s own umbrella brand, benefits banks in myriad ways.

The imperative for today’s banks is to start reaping the benefits of network effects by integrating deeply with fintech enablers. They must gain and maintain complete visibility and control across their vendor ecosystems, so they can seamlessly orchestrate the customer journey.

The trends surrounding banking technology over the past few years tell a very clear story: account owners (individual and business clients alike) demand a digital-first experience.

CXM is about making sure that organizations are ready to face unexpected challenges. It’s a philosophy that places an organization’s ability to be agile and responsive to change (whatever form that may take) at the highest levels of strategic importance.

We are excited to announce the official release of the Boomtown Bot Builder, a new tool that allows anyone to build world-class, AI-powered Virtual Assistants (VA) on a no-code platform!

Departmental Verticals are ingrained organizational structures at most businesses. They provide for a sense of identity, a clear delineation of responsibility, and a concrete reporting structure. However, they can also compromise cross-organizational efficiency if they are strictly siloed. CXM platforms provide a solution for this issue.

Visibility means having an unobstructed view of something. But, what is visibility good for? What value does it provide to organizations, especially those with an ecosystem of partners? We’ll dive into a few of the key benefits that will drive up productivity at any organization.

How does a CXM platform help with regulatory compliance? There would appear to be no connection between the two at all, but that intuition is actually misleading. When we talk about regulatory compliance, CXM platforms allow a level of cross-organizational visibility that is unparalleled.

Banks have a lot to contend with by way of regulatory compliance, and there are more than a handful of federal and state regulators out there that those banks need to keep track of. No matter anyone’s views on these agencies, it behooves those who are charged with ensuring that banks are in compliance with them to come up with agile and responsive ways to make sure they are.

The inability of bank workers to communicate effectively and securely can actually hinder client success, which poses the risk of putting clients through unnecessarily arduous and costly processes, running afoul of consumer-protection regulatory frameworks. It is incumbent upon bank leadership to think more comprehensively about solutions for their regulatory blindspots, including adopting technologies that can give them better visibility into their own client-management policies.

Customer journeys need to make sense, but even more than that, it is on the organization taking them along that journey to design them. They need to take every detail into account when moving a customer along the way in order to maximize that customer’s success in completing a journey.

It would be shortsighted to think that CXM only applies in a banking context, and disregard the benefits it can provide to other financial institutions, such as Credit Unions. Member Experience Management is an area of focus for Credit Unions looking to modernize and keep up with the pace of digital transformation in other financial services verticals.

Even one negative experience can seriously imperil a company’s reputation and ability to present themselves as leaders in their field, and in the marketplace. That should be enough to rattle the cage of any industry leader who thinks that processes that are anything less than cutting edge are going to cut it.