Blog posts from Joss Burns

August 21, 2025

A behind-the-scenes look at Tatra banka’s new chat feature available via the banking app

This is an adaptation of the article “We tried out the chat with a banker directly in the banking app. How does it work?” by Roman Calik from TECHBOX magazine. You can find the original here.

August 19, 2025

Top 10 platforms and conversation tools for wealth advisors for better client interactions

Joss Burns

The Advisor Workbench can transform operational efficiency for retail banks. Here are our top 10 tools for customer service agents

August 13, 2025

Capgemini WRS strategy: Expand value delivery for next-gen HNWIs with Unblu

Joss Burns

Capgemini’s World Report Series 2025 estimates that $83.5 trillion will move to Gen X, Millennials, and Gen Z by 2048. Along with it comes new digital-first service expectations, and a rising dissatisfaction with firms that haven’t adapted.

August 7, 2025

The most important customer experience trends in banking in 2025

Joss Burns

Customer experience trends allow banks to better focus their digital transformation journeys. Here’s what’s important

July 31, 2025

Engagement and growth: Capgemini’s World Report Series 2025 report findings

Joss Burns

The World Report Series 2025 by Capgemini represents one of the most extensive and consequential pieces of research for the wealth management industry in recent years.

July 30, 2025

Delivering innovation: Celebrating the Tatra banka new in-app collaboration capabilities

Joss Burns

July 21, 2025

What banks and financial services should know for customer service

Joss Burns

Explore top banking customer service strategies backed by real success stories and data on omnichannel experiences, agent empowerment, and tech-driven CX.

July 2, 2025

Key digital banking statistics – and what they mean for banks

Joss Burns

Digital banking statistics are showing a back and forth between challenges and opportunities

March 19, 2025

What is secure messaging – and what role does it play in private wealth?

Joss Burns

Secure messaging eliminates risk and creates trust – while providing customers with extra convenience.

February 19, 2025

AI for wealth management: Boost productivity while managing risk

Joss Burns

The way is clear for WM firms to leverage AI. How can the technology improve advisor productivity?

January 13, 2025

Wealth financial advisor client engagement shouldn’t be time consuming

Joss Burns

Client engagement leads to increased value generation. So why are advisors struggling to maintain frequent, meaningful communication with clients?

November 7, 2024

Top 5 tips for cost reduction in banking customer service

Joss Burns

Banking customers rely on strong customer service from their banks. But delivering this can be expensive. How can banks reduce costs?