Ovationcxm

04/28/2026

Banks are not hitting an AI ceiling - they’re hitting a coordination roadblock.

Even though financial institutions are early in AI adoption, it's already clear...

➡ AI is exposing how fragmented bank operations are.
• AI can initiate and automate a task.
• Generate an answer.
• Recommend a next step.
• Generate insights.

But when operational workflows cross teams, systems, and external partners, visibility disappears.
Ownership and status are unclear.
Delays add up.

Therefore, even with AI, teams still have to manage ex*****on through email threads, spreadsheets, and manual follow-ups.

Until banks can coordinate how work progresses across their ecosystem, AI cannot scale or realize ROI.

Our president and co-founder, Tim Attinger, explores this in his recent LinkedIn article:
https://lnkd.in/ePfh2udW

04/20/2026

Bank executives want to speed up product hashtag .
Faster onboarding = faster revenue.

The problem?
Ex*****on involves multiple departments, dozens of systems and external vendors and partners.

Everyone has a specific step to fulfill to advance the journey. Breakdowns happen in the gaps in between. That leads to delays, confusion and frequently, customer churn.

**(25% of business banking customers admit they've walked away from onboarding in frustration.)

Everyone thinks hashtag and automation is the answer.
It is PART of the answer.

The FULL answer?
AI is not a cure for fragmented work; orchestration is the cure that helps to make AI useful.

hashtag brings together the ecosystem to retrieve the right context, maintain continuity across handoffs, enforce permissions, and track what is happening in a journey, allowing AI and automation to maximize productivity.

Orchestration is necessary for banks seeking to build AI-ready ex*****on infrastructure.

04/20/2026

Bank executives want to speed up product onboarding.
Faster onboarding = faster revenue.

The problem?
Ex*****on involves multiple departments, dozens of systems and external vendors and partners.

Breakdowns happen in the gaps in between. And that leads to abandonment. 👇

Everyone assumes AI is the answer.
It is PART of the answer.

AI is not a cure for fragmented work; orchestration is the cure that helps make AI useful.

Orchestration brings together the ecosystem to retrieve the right context, maintain continuity across handoffs, enforce permissions and track progress in a journey, so AI can maximize productivity.

Orchestration is necessary to build an AI-ready ex*****on infrastructure. Ask us to see orchestration in action.

06/30/2025

How can companies boost customer engagement without adding headcount?"

's & Founder, Alfred Kahn (Chip), was featured in a recent Forbes Technology Council panel, weighing in on this question.

Chip's perspective?

➡️ Unify customer experience data from siloed systems to take advantage of

advances that can smooth out fragmented journeys that occur, especially in complex business ecosystems that rely on different teams and partners.

Help support teams work smarter—not harder—to deliver better outcomes.

🧠 Read the full article with expert insights -

It’s possible to enhance customer experience at scale with a smart combination of data analysis, technology tools and creative strategies.

06/17/2025

CX-Leading Companies Outperform Peers 💪🏽 ⬆️ 72% Shareholder Returns

McKinsey & Company discovered that organizations that invest in optimizing CX deliver 72% higher total shareholder return (TSR) than those that don't.

It goes beyond boosting TSR, though.

customers EXPECT superior .

97% of business banking customers said they expect CX that's seamless across departments and channels, according to our new Banking CX Report.

CX orchestration isn’t a nice-to-have—it’s a revenue driver.

🔗 Ready to hear more about what banking customers want? Check out the CX Report - OvationCXM.

05/14/2025

🔍 69% of merchant services clients have had to request help from their bank & 2 out of 3 needed multiple contacts to solve a single issue.

That comes from 's Business Banking Customer Experience Report, which surveyed over 800 businesses.

What can be done? We put together an article on reducing merchant attrition, and here are five recommendations.

🎯 Key strategies to reduce merchant attrition:

1. Aggregate interactions. See all of a client's activity in one place.

2. Increase transparency. Show clients their journey steps - what is going to happen & where they are in the process.

3. Remove friction. If your legacy tech stack doesn't offer flexibility to address merchant journeys & reorder or change steps, explore technology to add those capabilities.

4. Unify data to use . Smash data silos. They only restrict innovation and limit your use of AI.

5. Build and adjust in real time. Being proactive to meet merchant needs in the fast-changing payments world will require tools to create new journeys quickly.

For a deeper dive into these recommendations& 👉🏽 https://www.ovationcxm.com/blog/reduce-merchant-attrition

05/12/2025

Customer drop-offs? Support friction? You're not alone.

’s no-code Journey Builder gives banking teams a real-time, unified view of customer journeys - plus -powered automation.

🎥 Watch our demo: https://youtu.be/Wt2kGxX-BMg

05/08/2025

Nearly 9 in 10 businesses are forced to repeat themselves to different people when dealing with a issue.

It’s one of the most persistent—and preventable— failures in banking.

’s 2025 Business Banking CX Report reveals just how widespread this issue is.

How many business banking customers must repeat themselves?

🔁 Commercial banks: 92%
🔁 Online banks: 95%
🔁 Credit unions: 91%
🔁 Community banks: 88%

Even institutions known for high-touch service (community banks) require 8 out of 10 customers to reshare the same information multiple times.

When OvationCXM talks with financial institutions, they tell us it's due to:
😮 Siloed data stores
😮 Communication gaps with external providers
😮 An infrastructure of separate platforms that don't talk
😮 Difficulty accessing the knowledge needed to help the customer

Teams can't see the full context of a customer's interactions or relationship at an enterprise level. That leaves them in the dark when it comes to helping a customer.

Institutions now recognize the importance of customer journey orchestration, therefore. CX orchestration unifies interaction, core and partner-stored , providing transparency and control to banking support teams, but also to the business customer.

📥 We share more insights in our new article, breaking out the Business Banking CX Report data by bank type:
👉 https://www.ovationcxm.com/blog/businesses-banking-cx-trends-by-bank-type

05/06/2025

Just dropped: Our most packed newsletter yet.

From AI innovations to new research on hashtag experiences—here’s what you’ll find inside this issue:

💥 Brand-new Business Banking Report—What business customers REALLY think about onboarding, support & service from their financial institution.

🤝 OvationCXM + IBM — See us at the IBM z17 mainframe launch, and meet our very own Vaneet Grewal, just named an IBM Today’s Architect

🎙️ AI voicebot demo — Hear what seamless, intelligent support sounds like.

📄 White paper — Pragmatic AI in Banking: Smart ways FIs are using AI today.

🔎 What’s working (and what’s not) in financial services onboarding.

📊 State of Merchant Services CX — Insights you won’t want to miss.

👇 Dive in now—and hit subscribe so you don’t miss the next one.
https://www.linkedin.com/pulse/cxm-spotlight-may-2025-ovationcxm-puvsc/?trackingId=o2yUwv88T0GMEg%2BHrZU0Qw%3D%3D

04/28/2025

🚨 1/3 of businesses would give their /credit unions more of their wallet share — if they fixed this one thing...

Onboarding & activation processes.

Where's the friction? 🤔 Top frustrations?

-Unclear processes and next steps

-Confusing instructions

-Working with too many different people

-Complexity and hard-to-find help.

Onboarding isn't the end... it's the start that will have downstream effects on cross-sales, retention and satisfaction.

👉 We put together an article that includes onboarding stats and insights from our new research, The Business Banking Customer Experience Report.

https://www.ovationcxm.com/blog/tackling-cx-frustrations-and-friction-in-business-banking-onboarding

04/25/2025

💥 CX beats price in financial services.

In a recent survey, 62% of banking customers said customer experience = price. And 26% said CX matters MORE than price.

That tracks with our research in business banking:
We asked how banks and credit unions could earn more of a company's banking business & price came in 4th!

✅ Better online & mobile banking
✅ More personalized recommendations
✅ Expanded self-service
✅ Finally... PRICE!

🧠 Bottom line: Competing on price alone is a losing game.
Banks that want to grow commercial relationships must ensure they are on point, delivering a frictionless customer experience.

We dig into what business banking customers say that means in our new Business Banking CX Report:

https://www.ovationcxm.com/ebooks/the-business-banking-customer-experience-report?utm_source=LinkedIn&utm_medium=social+media+organic&utm_campaign=CX+Report+2025&utm_content=FB+post+CX+%3EPrice