Consistency is key: ways to improve customer service in banks

4th September 2024

There is no one way to improve customer service in banks. Customers have diverse needs and can contact banks across many different touch points, making it challenging to offer a...

What trends are defining the wealth management industry?

29th August 2024

Wealth management trends in 2024 are continuing to evolve, with global geopolitical developments, technological advancements, and changing service expectations redefining the nature of client-advisor relationships. It is true that there is...

How to get clients as a financial advisor – and keep them

5th August 2024

According to the Investment Adviser Industry Snapshot 2023, 68% of advisors manage assets of US$1 billion or less. In this group, the average advisor manages assets for 385 individual clients, 2...

PostFinance: The road to conversational maturity with a long-term Unblu customer

29th July 2024

PostFinance, which is owned by the Swiss government, is among the largest retail financial institutions in Switzerland and a leader in payment transactions. With an employee base of around 3,655...

Do AI financial advisors have a place in the future of advisory?

23rd July 2024

The Role of AI in Robo-Advisory 2.0 Advanced technologies like AI financial advisors experienced a surge in popularity, particularly when we consider the mass affluent market. Take for example this McKinsey insights...

Unblu Spark: The art of authentic client relationships

16th July 2024

In an advisory context, the quality of client relationships has a lasting impact on almost all performance metrics. Market knowledge and strategic insights are of course essential, but true value comes...

How to improve your customer service experience with Unblu Spark

1st July 2024

The nature of customer service in the banking industry has changed. Digital banking is one of the most common methods of banking, representing the primary means of accessing their accounts for...

Launching a new ebanking app? Facilitate adoption with Co-Apping

10th June 2024

Customer preference for mobile banking apps is going from strength to strength. In the US, there is proving to be a steady uptake in digital banking usage through to 2025 and a...

Why omnichannel customer service should be a strategic priority

4th June 2024

Banks and financial services companies are spending big on technology. One report predicts that global retail banking IT spending will grow at 4.6% annually on average until 2027, reaching a total...

The most important customer experience trends in banking in 2024

31st May 2024

This year, customer experience is less about the big transformation initiatives and more about finding avenues for differentiation through customer-centricity. The reason for this is that most banks have already attained a...

Customer retention strategies for banks – what works?

13th May 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%,...

Quality over quantity: the role of co-browsing in member interactions

29th April 2024

Messaging programs can ease the strain on contact centers to boost efficiency. This is an invaluable part of any conversational engagement strategy as agents or advisors only have a finite...

Unblu Spark 8 is here: Everything you need to know

25th April 2024

Unblu Spark 8 has been released, marking a new chapter in the digital engagement platform’s potential to foster authentic interactions. In general terms, the updates enhance agent and advisor productivity while...

2024 review: 6 trends transforming customer experience in digital banking

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...

Wealth apps: improving the digital experience for your wealth management clients

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...

Customer retention strategies for banks – what works?

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%,...

How to improve customer engagement in banking

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...

Building trust is essential to retain wealth management clients

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...

Mobile co-browsing: what is it and how does it benefit banks?

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...

Consolidating your credit union? Now is the time to invest in member experience

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...

Generative AI will take banking service chatbots to the next level

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....

What can banks do to improve customer acquisition and retention?

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...

Secure messaging: the key to wealth management client engagement

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.”...

What to consider when choosing a video solution for financial advice

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...

Wealth managers should embrace their AI sidekick

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...

Why is corporate banking struggling to achieve digital transformation?

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...

Wealth and relationship managers should prioritise secure messaging in 2023

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...

Eight tips to ensure customer experience success for insurance companies

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...

Shifting demographics: Understanding new wealth management client expectations

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...

The Top 5 Digital Tools for Financial Advisors in 2022

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...

The Video Meeting Fallacy: Why video alone isn't enough

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...

Beyond physical face-to-face: the financial advisor tech stack for compliant hybrid work

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...

Innovative digital experiences disrupting the financial landscape

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...

A growing desire for omnichannel banking: 11 statistics to know

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...

Digital banking transformation: why few banks master digital banking

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...

CPIs in digital banking: evaluate your organization’s performance through the customer’s eyes

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...

Tech progress, competition, and the bid to humanize customer service

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...

How to better advise women: opportunities for wealth managers

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...

Video meeting solutions during the COVID-19: Have they missed the true needs of customers?

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...

Millennials and financial advisors: what can wealth managers learn from growing disruptive competition

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...

How to use Unblu for conversational customer support

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...

Do your customers feel heard? 9 tips to boost customer experience in financial services

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...

UnbluTalk with Olga Miler: Reinventing trust in a digital world

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...

Stop advising like a Boomer by stepping into the shoes of Millennials

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...

17 customer service statistics and trends in digital banking (updated 2020)

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...

What we can learn from other banks' digital transformation

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...

What is conversational banking? Benefits and how to use it

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...

Top 10 call center KPIs in digital banking (and how to improve them)

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...

Financial services for Millennials: 5 customer service tips

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,...

When did traditional banks start struggling with customers?

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...

Omnichannel banking best practices to enhance your customer service

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...

Why can't chatbots replace advisors in digital banking?

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...

Now is the time to prepare your post-covid advisory strategy!

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...

What is omnichannel banking? Benefits and challenges for financial services

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...

Interview: The wealth management sector’s past, present and future

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...

Why focusing on customer touchpoints diminishes a winning banking customer experience

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,...

Using technology to engage with clients: The view from Unblu (part 2) - their solution offering

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...

Using technology to engage with clients: The view from Unblu (part 1) - market view

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...

5 trends transforming customer experience in digital banking

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...

Co-Browsing vs. Screen Sharing: what’s the difference?

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...

How to use Unblu private banking solution to better engage your customers

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...

Best signature software for digital banking and insurance

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...

How to convert your bank's website prospects with Unblu co-browsing

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...

Customer service communication tips for financial services

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...

What are chatbots used for? 7 examples in everyday life

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...

Digital banking transformation in the times of COVID-19

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...

Is an isolated video conferencing solution a false economy?

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...

Co-browsing and security: what financial services need to know

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...

What is a digital bank: trends and tools for 2020

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...

7 customer service trends in digital banking

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...

What are the best use cases for chatbots in banking?

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...

Co-browsing best practices to improve customer experience

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...

How do chatbots work in financial services

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%...

Digitization in banking: Why are digital banking services needed?

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...

17 customer service statistics and trends in digital banking

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...

Benefits of co-browsing that improve customer service

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...

Chatbot trends

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...

Chatbots vs live chat for customer service

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...

Chatbot statistics and trends in digital banking

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...

13 customer service tips for banks and financial services

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...

How does live chat work in financial services

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...

Why is change so hard? How to make digital transformations easier on staff

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%...

What is video chat: Top 5 benefits in digital banking

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...

Live chat for sales: Tips to improve sales in financial services

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...

Live chat for banking best practices

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...

Lessons learned from successful digital transformations

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...

Types of video chat to improve customer experience in banks

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...

Live chat: What is it and why it’s important in banking

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...

Video chat: How does it work in financial services?

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...

Secure text messaging for banking: How does it work?

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...

Beyond the buzz: what is digital transformation, really?

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...

Co-browsing for better online conversations: how does it work?

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...

A hybrid approach to financial planning: What’s the right mix?

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...

How to make seamless journeys a reality: the hybrid approach

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...