4 Innovations in AI-Powered Financial CX

The API has been integrated seamlessly and swiftly. We now have faith in the quality of reviews showing up on Trustpilot and we want to continue to make leaving reviews easier for our customers and in turn, stabilise our rating to reflect our true brand value.

ELISABETH STANMORE, DIGITAL MARKETING MANAGER, QUILTER

With so much of H&R Block’s business condensed into a short and intense timeframe, collecting and analysing client feedback—in time to make a difference—is especially challenging. It wanted a solution that would deliver more data, more timely feedback, and more actionable insights.

“The goal behind the transformation plans is to get more closely aligned with the customer and understand the entire customer journey from the customer’s perspective, feeling what they feel and thinking what they think. Only then are we able to implement the improvements necessary to better meet our customers’ requirements.”

Holger Dahl, Marketing Strategy Director, VKB

“In these fast-changing times, it is hard to predict the future with any certainty. A choice of digital or brick and mortar for the future of banking is a false dichotomy. Clearly, there is room for both. But I am confident that the warmth and good judgment of human beings are the most important ingredients in the future of any successful bank.”

David Duffy, CEO, CYBG