Co-Browsing
Co-Browsing for better online conversations: how does it work?
Co-browsing is a great example of technology that advances both efficiency and customer service. It allows banks to join customers' browsing sessions in real time.
Conversational BankingCustomer Experience
A Hybrid Approach to Financial Planning: What’s the Right Mix?
Like other sectors of the industry, wealth management is grappling a major question: What should be automated by robo-assisted services and what should be left for human expertise to best service clients?
Unblu suiteCo-BrowsingConversational Banking
How to make seamless journeys a reality: the hybrid approach
Customers are now using more than six channels on average to keep in touch with their bank. But they still want human help – probably a lot more often than banks realize. That’s why financial institutions have to ensure their digital transformations enable hybrid interactions – part human, part robot.
Digital TransformationInsurance
Empowering the insurance customer on their journey
The majority of insurance customer journeys get interrupted or stalled. They start off well, but generally a bottleneck pops up as soon as there is some complexity in the claims process. Most insurers are not truly considering the journey their customers want to take. With an end to end digital journey, they can radically improve the customer experience, make the claims process a lot simpler and faster, and increase their bottom line. But it has to start with an agile approach.
Unblu suiteInsurance
Why Insurers must focus on the journey, not the touch points.
Only 15% of customers are satisfied with their insurer’s digital experience. This is usually because of a disjointed customer experience. Each touch point may be a great stand-alone experience, but their cumulative experience across multiple touch points and channels over time is not. Insurers need to shift their focus from touchpoints to the journey.