Ozmo blog

Customer expectations continue to rise, and organizations across industries are looking for new ways to deliver faster, smarter and more personalized support experiences. From June 22-25, customer experience and contact center leaders will gather at Customer Contact Week (CCW) Las Vegas 2026 at Caesars Forum to explore the technologies, strategies and trends shaping the future […]

AI is seemingly everywhere, and banking customer service is no exception. The use of AI copilots for banking customer support is increasingly common. But what exactly are AI copilots, and how can they benefit both your bank and your customers? Below, we dive into what AI copilots are, their potential benefits and features to look […]

“Hi Dad, it’s me. I need help logging into my bank account.” You’ve probably heard variations of this scam from customers, or perhaps even your own family members. Our digital age, with AI and mobile banking, has made our lives much easier, but it’s also made us more vulnerable to bad actors.  Fintech customers and […]

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 […]