Case Study

Customer Experience: Battlefield for the Financial Industry

Traditional banks must rethink their go-to-market and customer strategies if they want to succeed in the online financial industry.

In the following example, we demonstrate how co-browsing tools, used in the context of a collaborative customer interaction in a Wealth Management scenario, can help the financial industry to sell new and innovative products, remotely, to their installed customer base.

This story highlights insights extracted from primary research conducted during the implementation of a co-browsing solution in the online sales process of a Swiss financial services institution. They achieved:

  • a greater number of scheduled meetings
  • a reduced cost per customer acquisition
  • an increase in margin
  • an overall better customer experience

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