Banks try new tools to learn what doesn't click in digital

American Banker
Wednesday, February 20, 2019

When trying to create new, innovative digital customer experiences, many banks struggle to pinpoint where customers are most dissatisfied. To help banks better identify these pain points, European firms such as Glassbox and ContentSquare step in to help. These companies offer high-end tools such as session replay, digital experience analytics, customer engagement tracking, and audit trailing to help banks see where customers are and are not engaged. In the simplest terms, the software allows banks to see what clicked with consumers and what did not.