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Konten disediakan oleh James Robert Lay. Semua konten podcast termasuk episode, grafik, dan deskripsi podcast diunggah dan disediakan langsung oleh James Robert Lay atau mitra platform podcast mereka. Jika Anda yakin seseorang menggunakan karya berhak cipta Anda tanpa izin, Anda dapat mengikuti proses yang diuraikan di sini https://id.player.fm/legal.
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445) Humanizing Digital Experiences: A True Story of Why People Still Matter

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Konten disediakan oleh James Robert Lay. Semua konten podcast termasuk episode, grafik, dan deskripsi podcast diunggah dan disediakan langsung oleh James Robert Lay atau mitra platform podcast mereka. Jika Anda yakin seseorang menggunakan karya berhak cipta Anda tanpa izin, Anda dapat mengikuti proses yang diuraikan di sini https://id.player.fm/legal.

In today's digital age, creating a human connection in online interactions is crucial for enhancing customer journeys, especially for financial institutions. However, many banks and credit unions overlook this necessity, leading to missed opportunities and diminished customer satisfaction.

In the latest episode of the Practical Perspectives, Audrey Cannata and James Robert Lay highlight the gaps in customer service and communication, such as disjointed digital experiences and the poor handling of contact forms. Through real-time secret shopping experiments, the podcast uncovers alarming blind spots, including instances where financial institutions' phone systems demand sensitive information upfront, like social security numbers, causing potential customers to abandon their inquiries out of frustration and mistrust.

Join us as we discuss:

Live Experiment: Calling Zappos (10:58)

Emotional State and Financial Decisions (13:45)

Live Experiment: Calling a Financial Brand (16:54)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.


Hosted by Ausha. See ausha.co/privacy-policy for more information.

  continue reading

461 episode

Artwork
iconBagikan
 
Manage episode 446113367 series 3456377
Konten disediakan oleh James Robert Lay. Semua konten podcast termasuk episode, grafik, dan deskripsi podcast diunggah dan disediakan langsung oleh James Robert Lay atau mitra platform podcast mereka. Jika Anda yakin seseorang menggunakan karya berhak cipta Anda tanpa izin, Anda dapat mengikuti proses yang diuraikan di sini https://id.player.fm/legal.

In today's digital age, creating a human connection in online interactions is crucial for enhancing customer journeys, especially for financial institutions. However, many banks and credit unions overlook this necessity, leading to missed opportunities and diminished customer satisfaction.

In the latest episode of the Practical Perspectives, Audrey Cannata and James Robert Lay highlight the gaps in customer service and communication, such as disjointed digital experiences and the poor handling of contact forms. Through real-time secret shopping experiments, the podcast uncovers alarming blind spots, including instances where financial institutions' phone systems demand sensitive information upfront, like social security numbers, causing potential customers to abandon their inquiries out of frustration and mistrust.

Join us as we discuss:

Live Experiment: Calling Zappos (10:58)

Emotional State and Financial Decisions (13:45)

Live Experiment: Calling a Financial Brand (16:54)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.


Hosted by Ausha. See ausha.co/privacy-policy for more information.

  continue reading

461 episode

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