Glassbox to offer Consumer Duty solution to UK Finance members

By Gloria Methri

Glassbox, a provider of digital experience analytics for web and mobile applications has entered a partnership with UK Finance to make its digital experience solution available to UK Finance members at a preferred rate. The new Consumer Duty published by the UK’s Financial Conduct Authority (FCA) requires firms to prove to their board that their customers are achieving good outcomes.

Glassbox’s Digital Experience Intelligence (DXI) platform analyses customer visits on web or mobile apps, enabling firms to be alerted to customer struggles as well as collect the data needed to test and prove that customers are getting good outcomes.

“Customer-centricity and great digital customer experience (CX) always make good business sense, but with the impending implementation of Consumer Duty and the increased level of scrutiny from the FCA, CX has become a regulatory imperative,” said Yaron Morgenstern, Glassbox CEO. “Glassbox leads our industry in customer satisfaction as well as a number of security certifications. From our earliest days, the world’s leading financial firms have used our solution, and we look forward to the new relationships we will build through our partnership with UK Finance.”

“Consumer Duty expects firms to prioritize deeper understanding and insight into their customers’ digital experience to know if they are achieving good outcomes,” continued Morgenstern. “Our solution is fast to deploy, easy to use, and provides real-time information to understand a customer’s digital experience, allowing our customers to quickly identify struggles, barriers, or inefficiencies that are impacting their customer outcomes and quickly address them.”

In addition to the preferred rate, Glassbox will continue to provide UK Finance members with information about how technology can ready firms for the new regulations. The two firms are holding a joint webinar on May 24th to educate firms on how the new regulations will impact digital channels.