Blog posts from Javier Puga

December 15, 2022

How to deliver an exceptional digital mortgage customer experience

Javier Puga

Mortgages are banks’ main product – but customers go to branches less. Delivering a quality digital mortgage customer experience is essential for success.

October 27, 2022

¿Por qué los chatbots no pueden sustituir a los asesores en la banca digital?

Javier Puga

Si la banca con IA no se integra con herramientas que permitan la conversación entre personas, corre el riesgo de dejar a los clientes alejados y frustrados.

September 20, 2022

Cómo optimizar el recorrido del cliente de seguros para las ventas digitales

Javier Puga

Los mejores recorridos del cliente aprovechan varios canales digitales, de la venta al soporte. Así es una experiencia de seguros multiacceso.

September 5, 2022

Los 10 principales KPI del call center en la banca digital (y cómo mejorarlos)

Javier Puga

Hay muchas formas de medir la satisfacción del cliente y el rendimiento del equipo, entre ellas los KPI del call center como la tasa de abandono, el nivel de servicio o el NPS.

June 1, 2022

Why ‘multi-access’ is redefining insurance customer engagement

Javier Puga

New models of insurance customer engagement are required for complex customer demands. Multi-access, hybrid approaches can match the pace of change.

May 19, 2022

Wealth firms should invest in hybrid CX to stay ahead of the curve

Javier Puga

Unblu’s Wealth Management Outlook traces the emergence of a new industry landscape. Discover what's defining the direction of the sector in 2022.

April 11, 2022

Las tendencias digitales y la tecnología que están transformando el sector asegurador

Javier Puga

La transformación digital empieza por conocer la tecnología y conocer a tu público. Esta es nuestra hoja de ruta de las tendencias digitales en el sector asegurador.

March 29, 2022

How can banks stay human as they go digital?

Javier Puga

We now have endless ways to deliver convenience and efficiency – but how can banks ensure the human elements of customer relationships are not lost?

November 15, 2021

What do affluent clients expect from future-proof private banks?

Javier Puga

Private banking digital transformation is about building hybrid, customizable solutions that meet current client expectations. Find out how.

October 26, 2021

Are your push notifications getting ignored? It's time to segment your customers differently

Javier Puga

Discover why a stellar banking experience requires a more accurate and in-depth understanding of customers, their financial well-being and their mindset.

September 27, 2021

Innovative digital experiences disrupting the financial landscape

Javier Puga

How service delivery in the banking industry is being radically transformed by new providers offering game-changing digital experiences.

June 29, 2021

Digital banking transformation: why few banks master digital banking

Javier Puga

Why overcoming organizational disconnect and focusing on the entire customer journey are the keys to successful digital transformation.