Financial and Insurance Organizations Transform Customer Experiences with UserTesting

Experian, Finastra and MetLife leverage human insight to guide digital transformation journey

UserTesting, a leader in video-based human insight, announced that a growing number of financial institutions are turning to the UserTesting Human Insight Platform to build digital-first customer experiences. UserTesting now works with organizations in the financial services industry including ATB Financial, Coinbase, Experian, Finastra, MetLife, the Phoenix Group, and Wise.

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“We look forward to continuing to partner with our financial services customers as they create, transform, and rethink their approaches to customer engagement.”

Digital transformation has created both opportunities and challenges for retail banks, credit unions, insurance companies, fintech companies, and more, as they work to meet changing customer needs. The UserTesting Human Insight Platform enables these types of organizations to see and hear the experiences of their customers as they interact with their apps, websites, and brands—allowing them to get the breakthrough perspectives they need to design, build, and iterate on their customer experiences at-scale.

“Financial services organizations are capitalizing on the benefits that human insight brings to the table, especially as they look to innovate on solutions for digital lending and credit, mobile banking and payments, use of digital wallets, cryptocurrency and blockchain, peer-to-peer lending and more, to help them build their customer experience strategies,” said Michelle Huff, Chief Marketing Officer of UserTesting. “We look forward to continuing to partner with our financial services customers as they create, transform, and rethink their approaches to customer engagement.”

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A recent report by Ernst & Young states that financial services firms that prioritize the needs of customers, employees, and community usually outperform those that follow traditional shareholder-first approaches to creating value.

With UserTesting, financial institutions have access to first-party data that enables them to build a new level of intuition and empathy for their customers. Leveraging the power of opt-in video-based feedback during the digital transformation journey, financial services firms can remain agile as they adapt, pivot, and prioritize the development of new products and services, all while ensuring that the customers’ priorities are put first.

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