397) From Secret Shopping to Strategy: Real-Time Learnings for Financial Brands

Banking on Digital Growth

Many financial brands struggle with losing loans and deposits due to not fully

understanding the customers' online journey. This lack of insight into the real-time user

experience often results in websites that fail to meet potential customers' needs,

leading to poor conversion rates and lost opportunities. Without deep insights into how

real users navigate and feel about their websites, financial brands can inadvertently

create experiences that are confusing, frustrating, or disconnected from user

expectations.

In this episode of the Practical Perspective series "Banking on Digital Growth" podcast,

James Robert Lay and Audrey Cannata discuss key findings from a recent website

secret shopping study aimed at a financial brand. They explore the importance of

understanding the emotional journey of customers through practical, real-time insights

that can drastically improve website optimization.

Join us as we discuss:

-Philosophical Perspectives on Digital Banking (07:51)

-Optimizing the Checking Account Shopping Experience (18:55)

-Leveraging Community and Human Touch in Digital Banking (32:05)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

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