Blog - Financial Services

  • 3 min read

    Every Financial Services Customer is a Digital Customer

    Contentsquare helps global financial services providers improve customer experience and business results.

    Contentsquare

  • 2 min read

    RBS & Contentsquare – Reinventing a business model to provide world-class customer experience

    Getting your digital experience right matters. Research by Aberdeen Group has shown that delivering a good digital experience results in up to 15% uplift in customer retention rates, up to 7x improvement in annual company revenue and up to 6x improvement in customer satisfaction rates. The Royal Bank of Scotland (RBS) is a prime example of how […]

    Royal Bank of Scotland

  • 6 min read

    Beyond the pandemic: What’s next for the financial services industry?

    Are you ready to deliver exceptional CX experiences within the FinServ sector? Download our Fate of Finance report for an in-depth look at what the future holds, according to twelve digital leaders from global banking, financial services, and insurance businesses. Financial services: digital transformation The global pandemic forced many banking, financial services, and insurance companies […]

    Katie Leask

  • 2 min read

    INVITATION: Defining CX’s role in the digital world of tomorrow

    Join Contentsquare, Zoom, Nespresso, Dell, Walmart, Microsoft and Others for a Half-Day Virtual Event  Customer experience is increasingly defining brands and becoming a factor that can soar a brand to new heights or sink its ship. It’s shaping the future of online engagement between brand and audience and becoming the battleground on which market leaders […]

    Niki Hall

  • 3 min read

    ICYMI: 3 experts share 5 ways BFSI brands can improve their CX

    Contentsquare and Kameleoon recently hosted a panel to discuss current digital and customer experience (CX) trends for banking, financial services and insurance (BFSI) companies. Retailers lead the pack when it comes to creating exceptional CX, but why is that? We sat down with industry leaders to discuss how financial services organizations can replicate those successes […]

    Delaney McDonald

  • 2 min read

    Contentsquare Partners with Digital Transformation Consultancy Openbox

    Contentsquare Partners with Digital Transformation Consultancy Openbox  Digital experience analytics will prove essential for financial market January 25, 2022 – London, UK – Contentsquare, the global leader in digital experience analytics, today announced Openbox as their first Scotland-based consultancy partner. Openbox are specialists in designing engaging experiences within the financial service sector and are one […]

    Contentsquare

  • 4 min read

    How digital consumer behavior is shaping the Financial Services industry in 2024

    In the past few years, the financial services (FinServ) industry has undergone a total digital overhaul. Advancements in technology—from generative AI to payment apps—and the rising expectations of tech-savvy consumers are quickly reshaping the so-called traditional FinServ industry. Mike Zarif, Product Lead at Afterpay, says it best: “Today’s customers are used to intuitive experiences like […]

    Nea Bjorkqvist

  • 4 min read

    How the FCA’s new Consumer Duty spotlights the power of the customer experience

    In July 2022, the UK’s Financial Conduct Authority (FCA) released the new Consumer Duty, which aims to put customers at the forefront of FinServ products and services. For many firms, this means slight tweaks in their customer experience, product or services. However, for some, it will require more time and resources to become fully compliant. […]

    Nea Bjorkqvist

  • 7 min read

    4 tips for delivering on-the-money customer experiences for financial services from BlackRock

    4 tips to deliver on-the-money customer experiences for financial services from BlackRock APG’s Managing Director, Scott Roen At a time when economic uncertainty is rife, how can FinServ businesses continue to drive growth in 2023? One answer is to meet the growing customer demand for seamless self-service online experiences. How? By investing time and resources […]

    Contentsquare

  • 6 min read

    5 reasons to read our Financial Services Customer Experience Benchmark report

    With competition heating up in the Financial Services industry, the firms that differentiate and win in 2023 will be those that—with the help of an analytics solution—deliver amazing digital customer experiences. A great financial services customer experience (CX) can make a big difference to a firm’s bottom line. According to a recent Forrester report, a […]

    Jack Law

  • 5 min read

    3 killer customer retention strategies for banks and insurers

    Customer retention is one of the most urgent challenges facing financial services firms today. Consequently, customer retention strategies for banks and insurance providers are in high demand. Of course, customer retention has always been valuable. Returning customers cost less to serve, have a higher lifetime value and are more likely to refer new customers your […]

    Jack Law

  • 5 min read

    5 strategies to improve the insurance customer experience

    It’s hard for insurance carriers today to offer stand-out products and pricing. But there is one area in which you can still really differentiate in Insurance: Customer experience. Historically a high-churn industry, Insurance is now more focused on nurturing customer loyalty and securing customer retention. As a result, carriers are all vying to provide the […]

    Jack Law

  • 4 min read

    Mind the Gap: what leaders do in Digital Banking Strategy that the rest don’t

    In the rapidly evolving landscape of banking, digital transformation has become a top priority for banks worldwide. Recognizing the significance of getting digital banking right in order to retain and delight customers, financial institutions are striving to excel in this realm.  What sets apart the leaders in digital banking? How do they manage to stand […]

    Fernando Moreno

  • 3 min read

    3 ways your banking customer journey is frustrating customers—and what to do about it

    Today, the biggest branch and storefront for a typical financial services (FinServ) company is its website. And what customers expect from digital, and from the digital banking customer journey, is convenience. The last thing they want from a digital experience is friction. Unfortunately, our 2023 Financial Services Digital Experience Benchmark report shows that over one in […]

    Jack Law

  • 4 min read

    How good digital banking strategy impacts contact centers

    In modern banking, customer service encompasses a mix of digital banking strategy across channels, remote human interaction (contact centers), and traditional physical human interaction (branches). The industry has witnessed a shift from relying solely on branches to adopting more scalable service options, and now, all these elements must work in harmony. Contact centers have proven […]

    Fernando Moreno

  • 5 min read

    How nib uses Contentsquare to understand the customer journey and drive experimentation

    In today’s digital age, having a holistic understanding of the customer journey is crucial if brands want to be able to design and deliver seamless experiences. No one likes a website or app that’s tricky to navigate – think about the last time this happened to you. You likely abandoned your journey. Brands typically only […]

    Mona Teo-Rubinsztajn

  • 3 min read

    Why StoneX chose Contentsquare to ensure website relaunch success

    We recently sat down with Carlos Ma, Head of Digital Experience at global financial services network StoneX. Following the recent corporate website relaunch, we were keen to find out what challenges lay ahead, and what motivated the company to choose Contentsquare’s platform to help optimize the customer experience. About Carlos and StoneX’s website relaunch As […]

    Nea Bjorkqvist

  • 3 min read

    Nearly Sixty Percent of Brands See Drop in Online Traffic and Consumption in 2023, According to New Report

    Contentsquare Finds Rising Ad Spend and Falling Traffic Increase Cost Per Visit by over 9% Report Also Reveals Frustration Has Increased, Impacting 2 in 5 Online Visits in 2023 New York, NY—February 14, 2024 —Digital ad spend is set to surpass $740 billion in 2024, yet website traffic, consumption and conversion were all down last […]

    Contentsquare

  • 3 min read

    Retail Sees Shift to Mobile Driving More than Half of Revenue and Nearly 80% of Traffic, According to New Report

    Report Shows Soaring Ad Costs and Declining Traffic Drove Cost Per Visit Up 12.4% for Brands New York, NY—March 20, 2024— Retailers have a key opportunity as they face soaring costs on ecommerce’s most critical acquisition channels, Meta and Google, which have driven up costs per visit by 12.4%–above average by 3%-according to Contentsquare’s new […]

    Contentsquare