Blog posts from Javier Puga

October 19, 2026

AI for wealth management: what it's actually good for (and what it isn't)

Javier Puga

AI won't replace advisors, but it can win back the 41% of their week lost to admin. Here's where it helps, where it doesn't, and what the EU AI Act delay means.

September 14, 2026

Cutting average handle time in banking without creating compliance risk

Javier Puga

Reduce average handle time in banking with real-time agent assist and visual guidance, not shortcuts a compliance review would flag. See how it works.

September 10, 2026

Improving first contact resolution in banking without inflating the metric

Javier Puga

Raise first contact resolution in banking with visual guidance and real-time assist, not the deflection tricks that inflate FCR on paper. See how it works.

September 4, 2026

Off-channel communications: The risk hiding in bank email

Javier Puga

Every bank channel sits behind authentication except email, where mortgage files and signed mandates still travel unprotected.

July 29, 2026

Conversational AI use cases in banking: seven real patterns worth copying

Javier Puga

Seven conversational AI use cases in banking, from volume deflection to fraud detection, backed by real PostFinance and BPER Banca data.

July 22, 2026

Banking chatbots are everywhere. Most customers still won't use them

Javier Puga

Every major US bank has an AI chatbot, but only 28% of app customers use it. Here's why the trust gap matters more than the model.

August 6, 2025

What is Co-Browsing? Different types and use cases

Javier Puga

Co-browsing is helping banks to improve their customer service, increase their sales and promote customer engagement.

August 6, 2025

The difference between Co-Browsing and Screen Sharing

Javier Puga

Co-Browsing vs. screen sharing – while similar, Co-Browsing offers financial institutions a more collaborative and safer experience.

June 9, 2025

How collaboration tools improve customer satisfaction in banking

Javier Puga

You’re doing everything right, but customers are complaining. How do you improve satisfaction in the banking industry?

July 18, 2024

Bank branch automation means more access to human support – not less

Javier Puga

Modern technology should serve to enhance human connection in bank branches. Here’s how.

July 16, 2024

Drive customer loyalty in banking through service excellence

Javier Puga

Customer loyalty is built through support that drives an emotional connection. How can banks achieve this?

July 11, 2024

Reinforce your banking acquisition strategy with strong customer service

Javier Puga

Ensure your banking ideas to get new customers perform by improving your customer service experience.