Ozmo blog

Banks have spent years investing in UX to make mobile banking apps more intuitive. Yet contact centers still field a steady stream of repetitive how-to calls, such as how to set up a transfer, change my address or resolve account lockout issues. So, what’s going on?  The truth is, even with the best UX in […]

Fintech businesses have been growing at an exponentially faster rate than traditional banks. Research by McKinsey shows that fintech companies grew at three times the rate of traditional banking businesses. Much of this has been credited to their customer-centric focus and willingness to adapt to the customers’ digital banking preferences. A critical step in maintaining […]

Your contact center agents are on the front lines of the customer experience. They’re the staff your customers interact with most, which can make or break the customer relationship.  If your agents can’t help customers get fast and accurate resolutions to their problems, it could cost your bank or financial institution. Poor customer service can […]

As a customer experience (CX) leader, you know live video support is vital to your company’s competitive edge. Tech has gotten more complicated with the rise of the smart home, streaming and the expansion of 5G. So you start looking at different video chat solutions. You print out their feature lists, and they seem promising: […]

For banks and financial institutions, the stakes are higher than ever. Digital onboarding is a critical moment in the customer experience, and it doesn’t come cheap. It’s estimated that it costs banks more than $14,000 to onboard each client. Yet, according to the data, most customers fail to complete the onboarding process, which can diminish […]

In the world of broadband, size matters, but not in the way you might expect. Regional internet service providers (ISPs) often mistakenly believe they can’t compete against national giants. While it’s true that national carriers are rolling out fiber infrastructure and launching aggressive advertising campaigns, it doesn’t mean small ISPs can’t hold their own. In […]