Humanizing the Digital Experience

The Changing Face of Risk

Apr 15, 2020 4:58:52 PM / by Jack Alton posted in analytics, friction index, measuring CX, coronavirus, fraud, online lending, risk, behavioral analytics

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As we continue to navigate the uncharted waters of the COVID-19 pandemic, risk is taking on a whole new face for financial institutions. What may have been seen as an average credit application a few weeks ago, now could be considered high-risk, or worse...fraud. And, I don’t expect things to change back very quickly.

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Lenders Tap The Brakes

Apr 1, 2020 4:34:22 PM / by Jack Alton posted in analytics, friction index, measuring CX, coronavirus, fraud, online lending, risk, small business loans

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There is no question, the current economic conditions are uncharted waters for most businesses today, including online lenders. It is ironic that as thousands of households are tightening their belts and looking to unsecured loans as a way to bridge the financial gap, that online lenders are being much more selective in whom they extend credit.

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Coronavirus Forces Consumer Traffic Online. Are You Ready?

Mar 24, 2020 10:05:16 AM / by Jack Alton posted in CX, analytics, digital customer experience, friction index, digital transformation, measuring CX, coronavirus, fraud, online lending

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COVID-19 has accelerated the pace of digital transformation globally, forever changing the landscape of CX, digital risk, and fraud for financial, payments and insurance institutions. The ability to engage with prospects and clients in a digital environment has gone from a nice-to-have feature to a business-critical foundation overnight. 

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What Does Coronavirus Mean for Online Lending

Mar 16, 2020 12:41:04 PM / by Jack Alton posted in CX, analytics, digital customer experience, friction index, measuring CX, coronavirus, fraud, online lending

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The coronavirus outbreak currently affecting the world population has concentrated our worries quite rightly on our families and friends. Their health and well-being are paramount. The pandemic not only has an immediate effect on us as individuals and our loved ones but has wider implications for the online lending industry and associated businesses.

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Why Do We Rely So Heavily on the NPS to measure CX?

Mar 11, 2020 1:46:16 PM / by Jack Alton posted in CX, analytics, digital customer experience, customer journey, friction index, measuring CX, NPS

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I was looking over the “State of Digital Customer Experience Report – 2020,” published by CMSWire.com and Simpler Media Group, and many of my suspicions and observations were confirmed when it comes to the current efforts to improve CX using today’s most popular technologies. They fall short, typically making decisions based on treating symptoms and not the root cause of CX issues – friction in the digital customer journey.

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Now Serving #29G6S08X

Mar 4, 2020 2:56:07 PM / by Jack Alton posted in CX, analytics, digital customer experience, customer journey, friction index, digital transformation, digital body language, personalization

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Are your customers feeling more like a number than a customer?

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Do Your CX Tools Show You What You Really Need To Know?

Feb 25, 2020 11:17:28 AM / by Jack Alton posted in CX, analytics, digital customer experience, customer journey, friction index, digital transformation, digital body language

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If you can’t see what your customer is experiencing in real time, how are you going to make their experience better?

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Putting Customers Back In The Customer Journey

Jan 29, 2020 5:09:24 PM / by Jack Alton posted in CX, analytics, digital customer experience, customer journey, friction index, digital transformation

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Somewhere along the way during the digital transformation era, the customer fell out of the customer journey.  Just ask yourself, “Are our customers at the center of our digital transformation?” They should be.

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The Digital Experience is Broken!

Apr 5, 2019 12:50:00 PM / by Jack Alton posted in CX, analytics, digital customer experience, customer journey

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The Digital Experience is broken!  Friction-filled processes have created unnecessary frustration, driving away valuable customers as they interact with brands online. While the move to digital has opened an exciting new world of opportunity to shop and purchase from any device, at any time, it has not come without a cost. Critical human elements have been lost, making it difficult to initiate and build lasting customer relationships. This “digital communication gap” between customers and brands have led to poor customer experiences and conversion rates that are a fraction of what they were back when face-to-face interactions were the norm.

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