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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