blogs
18th April 2024
2024 update: We published this post in 2023 based on financial sector trends to identify the impact they were having on customer experience in the digital banking landscape. As a year...
insight
8th April 2024
Chief Executive Review
I am of course talking about the increasing geopolitical unrest – whether the Russia-Ukraine war or conflict in the Middle East – which is creating a sense of...
insight
8th April 2024
For wealth management firms, responding to client trends is an ongoing challenge. Embracing evolving service expectations and fast-paced technological change can be hampered by issues of security, compliance, and strategic...
blogs
5th April 2024
Recent trends show that the digital experience in the wealth management industry needs to evolve to meet client expectations, particularly as younger generations come into wealth. For many firms, this...
blogs
25th March 2024
While gaining new customers is essential for continued growth, the opposite side of the equation should not be ignored. In general, the financial sector has a retention rate of around 75%,...
blogs
15th March 2024
Customer engagement and customer experience are two separate concepts that are important in their own way. Most of us will be familiar with the concept of customer experience, which measures...
blogs
31st January 2024
As the wealth management landscape shifts, advisory firms need to update their approach to retain clients into the long term. Whereas in-person meetings and monthly reports were once the norm...
news
19th January 2024
Synergy Credit Union is re-imagining member engagement on its digital banking platform through a strategic collaboration with Celero and Unblu. The Saskatchewan Credit Union has integrated the Unblu Conversational Engagement Solutions into its Celero...
blogs
12th January 2024
The rise of mobile banking has transformed how customers interact with their banks. In fact, 17% of US consumers consider mobile banking to be one of the features they value most when...
blogs
27th December 2023
There is a clear trend toward unity in the Canadian credit union market. As member expectations shift to more tech-enabled seamless experiences, credit unions are finding it more challenging to deliver.
The...
insight
25th December 2023
This joint Unblu-Compeer report draws on original research from wealth and asset management firms to identify common industry IT trends, challenges, and client expectations. Readers can leverage these insights to...
blogs
21st December 2023
Generative Artificial Intelligence (AI) has a wide range of applications in the financial services industry, with the technology helping to increase security, aid in risk management, and even predict upcoming market trends....
blogs
21st November 2023
The battle for customer loyalty and acquisition has never been more intense among financial institutions. Achieving sustainable customer acquisition at a reasonable cost is a huge challenge as today’s consumers...
blogs
14th November 2023
This has been the consensus among financial professionals and analysts for years now. According to Deloitte, digital client engagement is “the Holy Grail of high profitability in the digital age.”...
solution information
3rd November 2023
Unblu’s Salesforce integration is now available on the Salesforce AppExchange.
Conversational engagement specialist Unblu has announced that its Salesforce integration will be listed on the Salesforce AppExchange, following a rigorous security review.
The...
blogs
Client Engagement & Management
Technology Evaluation & Selection
16th August 2023
Online meetings are an important part of the customer lifecycle, and the benefits in terms of customer service experience and satisfaction are substantial. However, not all solutions are created equal.
It is...
news
1st August 2023
Taking place on the 12th of September 2023, from 9 am to 7 pm at Google EURF, Europaallee 36, 8004 Zürich.
Unblu has undergone a period of transformation, featuring new products and...
blogs
Client Engagement & Management
Digital Platforms & Tools
8th June 2023
Sometimes, I like thinking that AI stands for Assisted Intelligence and not Artificial Intelligence. It helps me think about how all these mind-blowing advancements in generative AI could and should...
blogs
Digital Platforms & Tools
6th June 2023
Despite the challenges, the financial services industry has, for the most part, embraced digital banking. Traditional banks, insurance companies, and other institutions are making progress with digital transformation, offering value-added...
blogs
Client Communications & Reporting
Software Development & Management
24th May 2023
In the recent past, assets under management (AUM) for most companies in the wealth sector grew thanks to a buoyant bull market. Results and projections from 2021 were resoundingly positive, with...
blogs
Client Communications & Reporting
Client Engagement & Management
15th February 2023
The market landscape for insurance companies is more complex than ever. There is no doubt that the ability to deliver on customer expectations is a key component in improving customer...
blogs
7th February 2023
The wealth management industry, while historically slow to evolve, has undergone significant changes over the last few years. As the client base becomes accustomed to digital-first service experiences in other...
blogs
Client Communications & Reporting
Client Engagement & Management
24th February 2022
The financial services sector has been transformed by the onset of digital technology—but it’s also given advisors an invaluable resource to provide next-level client experiences.
Innovations across the digital, social and...
blogs
9th February 2022
As the pandemic shook up every aspect of working life, the urgency of digital transformation rapidly accelerated. However, the reach of this impulse didn’t stop at our home desks. Customer...
blogs
Client Communications & Reporting
Client Engagement & Management
26th January 2022
In today’s world of digital communication and remote working, maintaining good business relationships isn’t a given. The shift to a hybrid model requires adaptation and innovation of client engagement—and without...
blogs
Client Communications & Reporting
Client Engagement & Management
27th September 2021
The financial landscape is changing fast and fintech firms and tech giants are spearheading the revolution. Alongside COVID-19, which forced consumers to experiment with online banking in place of in-branch...
news
23rd September 2021
Luc Haldimann, CEO of Unblu, has been selected as one of the Digital Shapers 2021. This recognition, awarded by Bilanz, Handelszeitung, and Digital Switzerkand each year, identifies and acknowledges the work of...
blogs
Client Engagement & Management
Client Onboarding & Identity Verification
14th September 2021
Customers want choice. They want flexibility. Omnichannel banking is perfectly positioned to offer this level of adaptability, allowing customers to choose their preferred means of communication with their bank on...
blogs
Client Communications & Reporting
Client Engagement & Management
29th June 2021
According to a report by Forrester, improved customer experience and higher revenue growth are the top drivers for organizational transformation. Yet rather than building a coherent digital transformation strategy, these significant...
blogs
Client Communications & Reporting
Client Engagement & Management
25th May 2021
Customer-centricity has become a buzzword in the last few years. But its meaning is somewhat ambiguous. What does it really mean to put the customer first?
For one thing, it means...
blogs
Client Communications & Reporting
Client Engagement & Management
19th March 2021
Technological progress has given us access to a whole host of digital tools that have transformed the customer experience, bringing countless benefits to both consumer and provider.
COVID-19 saw many providers...
blogs
Client Communications & Reporting
Client Engagement & Management
4th March 2021
The influence of female consumers in the financial sector is growing. But capturing a share of this increasingly powerful market poses challenges for the industry, which has traditionally been dominated...
blogs
Client Engagement & Management
Client Onboarding & Identity Verification
18th February 2021
Video chat has boomed in popularity with global lockdown. But embracing digital isn’t just about greater speed and efficiency. Equally important is the flexibility it entails, allowing banks to offer...
blogs
Client Engagement & Management
Digital Platforms & Tools
10th February 2021
Struggling under the burden of student debt, a dramatic decline in homeownership, and the gig economy where wages are often unstable, Millennials need financial advice more than anyone. But younger...
blogs
Client Communications & Reporting
Client Engagement & Management
10th December 2020
At Unblu, we define conversational banking as using conversation to get to know customers and help them with important financial decisions. By leveraging certain digital solutions that increase opportunities for conversation, financial...
blogs
Client Communications & Reporting
Client Engagement & Management
25th November 2020
With increasing competition and changing customer demands, delivering a winning customer experience that clearly puts the client first has never been more important for financial providers. Embarking on a journey...
blogs
Client Communications & Reporting
Client Engagement & Management
18th November 2020
I got together with Olga Miler, Co-Founder & CEO of SmartPurse, and looked at trust as a challenge, as an opportunity, and what makes people connect or not connect with their financial...
blogs
Client Communications & Reporting
Client Engagement & Management
10th November 2020
A gap exists between the demands and expectations of a new generation of clients, and the mindset of the advisors and investors looking to serve them. Millennials are increasingly demanding...
blogs
Client Communications & Reporting
Client Engagement & Management
28th October 2020
It’s no secret that technology is transforming how we live. Customer service is no exception. Innovations in technology - such as co-browsing, live chat, and video calls - are empowering...
blogs
Client Communications & Reporting
Client Engagement & Management
22nd October 2020
For banks looking to improve interaction with customers, an omnichannel digital strategy is vital, allowing for more flexible and wide-reaching customer engagement. In this sense, banks can transform the customer...
blogs
Client Communications & Reporting
Client Engagement & Management
7th October 2020
Conversations and the way we have them are driving a new wave of digital growth and fundamentally re-shaping the banking industry. While internet banking and omni channels have created a...
blogs
Client Engagement & Management
Digital Platforms & Tools
1st October 2020
Digital transformation is necessary to improve the customer experience and reduce operational costs. By adopting digital tools, financial services can build an omnichannel strategy whereby customers have a choice of...
blogs
Client Communications & Reporting
Client Engagement & Management
22nd September 2020
To understand Millennials, advisors should know three things. One, this is a tech-savvy generation. Two, their inheritance from Baby Boomers will constitute the largest wealth transfer in history. And three,...
blogs
Business Strategy & Advisory
Client Communications & Reporting
16th September 2020
I have to start with the mid 80’s. When I was about eight years old I started to save money. On world savings day, I proudly entered the bank branch...
blogs
Client Communications & Reporting
Client Engagement & Management
3rd September 2020
Modern life is fast-paced and hectic. Customers don’t often have time for in-branch banking. Plus, they’re increasingly confident about using online tools. And so digital banking is becoming less a...
blogs
Client Engagement & Management
Digital Platforms & Tools
25th August 2020
Digital self-service channels can make customer service communication faster and more efficient. But these self-service channels can also create difficulties. For example, if a customer is trying to fill out...
blogs
Client Communications & Reporting
Client Engagement & Management
12th August 2020
Within financial services, it is arguable that those who deliver advisory services have been most disrupted in recent months. Wealth managers, private banks, & insurance brokerages have reacted to the...
blogs
Client Communications & Reporting
Client Engagement & Management
30th July 2020
As the digitization of daily life picks up the pace and continues to spread across the world, financial institutions are striving to keep up, making many of their services available...
blogs
Client Communications & Reporting
Client Engagement & Management
23rd July 2020
We spent a Tuesday afternoon talking to Stephen Wall, Co-founder of The Wealth Mosaic, looking at the wealth management sector’s past, present and future. Our CEO Luc got to talk about...
blogs
Client Communications & Reporting
Client Engagement & Management
22nd July 2020
Creating a successful omnichannel customer experience is not simply about multiplying touchpoints. Each stage of the journey needs to be optimized to ensure it’s friction-free. Plus, it should be personal,...
blogs
Client Communications & Reporting
Client Engagement & Management
18th July 2020
2.1. Overview
Unblu makes seamless investing a reality, allowing a client and their advisor to research, communicate and make decisions together. And when things are made simpler and easier for the...
blogs
Client Engagement & Management
Data Management & Analysis
17th July 2020
1.1. Current status & challenges
Keeping up with customer expectations can be challenging. Customers expect a whole lot more today than ever before. Their needs and wants are being reshaped by...
blogs
Client Engagement & Management
Digital Platforms & Tools
15th July 2020
Digital banking is not just convenient. It also offers a safety net for times when physical interaction becomes difficult. Video calls, for one, are increasingly popular. Business video conferencing apps...
blogs
Client Engagement & Management
Digital Platforms & Tools
2nd July 2020
With the Global Screen Sharing Software Market continuing to boom, we are constantly getting asked to differentiate between Co-Browsing and Screen Sharing. Where does it make sense for a financial...
blogs
Client Communications & Reporting
Client Engagement & Management
18th June 2020
In private banking, the way in which you engage with clients determines their satisfaction. Digital interactions improve efficiency and the ease with which you can communicate with clients. However, it’s...
blogs
Client Communications & Reporting
Client Engagement & Management
16th June 2020
Integrating digital customer service tools has the potential to dramatically increase efficiency and speed within customer support teams. By making operations more streamlined and allowing advisors to delegate work to...
news
11th June 2020
Laufen, June 2020. Unblu has been selected by EGK-Gesundheitskasse as the conversational platform provider for enhancing online customer advice. Thanks to the Unblu technology, implemented in 2019, EGK customers can talk and...
blogs
Client Communications & Reporting
Client Engagement & Management
11th June 2020
Financial institutions invest a lot of money in attracting traffic to their online channels. Yet attracting customers isn’t the end of the story. One problem with digital banking is that...
news
3rd June 2020
Banca dello Stato is one of the 24 cantonal banks of Switzerland. Founded in 1915, Banca dello Stato has 20 branches across the Ticino region with 408 employees.
In a firm...
blogs
Client Communications & Reporting
Client Engagement & Management
26th May 2020
A world-class customer service can make or break digital banking. Prioritizing exceptional customer support is essential to increasing conversions and boosting sales.
Good customer service delivers a personalized experience that makes...
blogs
Client Engagement & Management
Digital Platforms & Tools
4th May 2020
We are entering the age of automation and, in banking, the rise of artificial intelligence is already evident in the form of chatbots. These AI-powered interfaces are able to stimulate...
news
27th April 2020
Continuing with its performance in the digitalization of services, Renta 4 Banco takes another step forward. To make the relationship with savers and investors more accessible and closer, it has...
blogs
Client Engagement & Management
Digital Platforms & Tools
23rd April 2020
When done best, digital transformation doesn’t represent a total departure from physical interaction but rather an extension of real-world exchange, enhancing face-to-face conversation. At times when physical interaction becomes difficult...
blogs
Client Engagement & Management
Digital Platforms & Tools
9th April 2020
Video conferencing solutions may present an enticing 'quick fix' for organizations at this time but are they really adding the value that clients seek and the businesses themselves require? For...
blogs
Cyber & Network Security
Digital Platforms & Tools
16th March 2020
Co-browsing allows banks to offer advice remotely to customers. Advisors can join customers in their browsing sessions in real time. Together, they can browse the web, applications, or documents, and...
blogs
Client Engagement & Management
Digital Platforms & Tools
9th March 2020
Today’s consumer expects efficiency and convenience. Banks need to adapt, stepping up and offering them a streamlined online experience. Going digital improves conversion rates and response times and reduces support...
blogs
Client Engagement & Management
Digital Platforms & Tools
24th February 2020
Consumer demands have evolved in recent years. Today, the customer wants convenience, speed, and efficiency - and digital channels can fulfill this demand. Chatbots are just one example. 43% of...
blogs
Client Engagement & Management
Digital Platforms & Tools
17th February 2020
The boom in automatic solutions shows no sign of stopping and artificial intelligence is beginning to play an increasingly important role in banking customer service. One example is the rise...
news
Client Engagement & Management
10th February 2020
The Swiss software company Unblu, a leader in supporting client-advisor conversations, will introduce their latest product offering at Finovate Berlin on the 12th of February. Unblu Conversational Platform allows banks...
blogs
Client Engagement & Management
Digital Platforms & Tools
10th February 2020
Today’s customers prioritize convenience and ease. This is why they want to conduct banking operations digitally. But while they value online solutions, they’re not yet ready to say goodbye to...
blogs
Client Engagement & Management
Digital Platforms & Tools
17th January 2020
Chatbots are just one way artificial intelligence is becoming mainstream. In banks, customer service departments can use them for a faster and more efficient experience. Chatbots free up advisors; 64%...
blogs
Client Engagement & Management
Digital Platforms & Tools
10th January 2020
As banks transition to provide a digital banking experience, it’s important to remember that customers continue to value the human aspect of banking. Banking is about trust, and while digital...
blogs
Client Engagement & Management
Digital Platforms & Tools
16th December 2019
It’s no secret that technology is transforming how we live. Customer service is no exception. Innovations in technology - such as co-browsing, live chat, and video calls - are empowering...
blogs
Client Engagement & Management
Digital Platforms & Tools
13th December 2019
The days of customer service being just a hand-shake and a quick chat are long gone. How banks interact with customers has been transformed by advances in technology. But in...
blogs
Client Engagement & Management
Digital Platforms & Tools
9th December 2019
As automation of services gains pace, artificial intelligence has a significant role to play and its reach extends to digital banking. Take chatbots, for example. They can offer relevant advice...
blogs
Client Engagement & Management
Digital Platforms & Tools
29th November 2019
When harnessed to optimize the customer experience, innovations in technology - such as AI or analytics - allow banks to deliver meaningful conversations. Technology has the potential to make banking...
blogs
Client Engagement & Management
Digital Platforms & Tools
19th November 2019
Automation has the potential to transform digital banking, bringing many advantages such as freeing up advisors to concentrate on more complex inquiries. An important example of artificial intelligence in banking...
blogs
Client Engagement & Management
Client Onboarding & Identity Verification
29th October 2019
Banking is all about trust. By delivering a world-class service that offers customers relevant and meaningful advice, banks can minimize drop-offs, improve conversion rates, and increase customer loyalty. However, providing...
blogs
Client Engagement & Management
Digital Platforms & Tools
23rd October 2019
Live chat should allow customers to find answers to their questions within seconds of visiting a website. But this isn’t always the case. When dealing with a chatbot, customers receive...
blogs
Technology Strategy & Consulting
18th October 2019
In the last year, banks have spent over a trillion dollars on “let’s change the bank” digital initiatives – US$1.3 trillion to be exact. Yet, it is estimated that 70%...
blogs
Client Engagement & Management
Client Onboarding & Identity Verification
15th October 2019
Having to travel to your bank branch to meet with an advisor can be a real pain. Connecting instead with your bank via video chat provides an easy solution. Video...
news
1st October 2019
Basel, 01.10.2019. The Swiss-based software vendor Unblu has announced the addition of three new members to its Board of Directors: Mr. Marcel Nickler and Dr. Andreas Sturm as non-executive members and...
blogs
Client Engagement & Management
Client Marketing & Prospecting
18th September 2019
Live chat has the potential to dramatically improve customer service delivery and sales. It enables prompt support and the chance to chat with customers in real time without significant extra...
news
11th September 2019
In a strategic move to expand its global presence, the software company Unblu is opening a new office in Frankfurt am Main. The German office will be the third Unblu...
blogs
Client Engagement & Management
Digital Platforms & Tools
11th September 2019
Customer service relies on effective communication between agent and client. Live chat technology is a powerful way of enabling this exchange, allowing visitors to communicate with their bank whenever they...
blogs
Digital Platforms & Tools
3rd September 2019
I’m on a quest to provoke some thoughtful discussion and action on how to approach digital transformation in the financial industry. As I wrote in an earlier blog post, going digital...
blogs
Client Engagement & Management
Digital Platforms & Tools
30th August 2019
Online video plays a major role in today’s life. Whether it’s entertainment - streaming movies or sharing YouTube videos - or Skyping into business meetings, online video has transformed the...
blogs
Business Intelligence & Practice Management
Digital Platforms & Tools
22nd August 2019
Live chat technology has been one of the most important additions to the customer service tool box in recent years. Enabling advisors to instantly communicate with visitors via text dramatically...
blogs
Client Engagement & Management
Digital Platforms & Tools
13th August 2019
Technology is transforming the world of financial services. With these changes come different customer demands. While technology has the power to make banking faster, more efficient, and increasingly automated, this...
blogs
Client Communications & Reporting
Digital Platforms & Tools
18th July 2019
It’s hard to imagine anything more important to a positive customer-bank relationship than security. For people to have trust in their bank, the bank must guarantee the highest commitment to...
blogs
16th July 2019
I’ve had a lot of conversations about digital transformations, and what it actually entails. My hunch is that most of us have gotten it wrong. Too often, “digital transformation” comes...
blogs
Client Engagement & Management
Digital Platforms & Tools
4th July 2019
Technology has radically changed how people bank today - especially how customers interact with their bank. But technological solutions don’t always improve company-customer relations. While driving efficiency, technology can also...
blogs
Client Engagement & Management
Investment Platforms & Tools
25th June 2019
Financial planning is painful. According to a recent survey, Americans often find financial planning as difficult as training for a marathon. Based on their survey responses, they are certainly open to...
blogs
Client Engagement & Management
Investment Platforms & Tools
3rd June 2019
Customers want to have the choice of contacting their bank in person or through digital channels – or a mix of the two. Whether it’s walking into their branch or...
news
4th July 2018
Unblu and ebankIT are pleased to announce a new partnership that brings together the best of omni-channel experience and innovative technology. With this new joint-venture, ebankIT will integrate the unblu...
news
20th February 2018
Unblu was described as an efficient and “ultra-secure” in-person experience delivery facilitator by FinancesOnline, a leading B2B software directory that helps businesses find the best software systems for their needs. Due...
news
30th January 2018
Unblu 5 will introduce secure messaging, enhance the mobile experience, enlarge the platform’s integration capabilities and extend the customer engagement features.
For the second year in a row, the Swiss...
