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By Michel KABANGA KAYEMBE, CEO of 3nity-global.com
In the latest research analysis released in August 2024 titled Optimizing the Voice of the Customer, 3NITY GLOBAL explores how traditional banks in Belgium, Luxembourg, and France can leverage customer feedback from social media and web channels to refine their mobile app user experiences. Beyond the sentiment expressed by users, the report also sheds light on how this could preserve brand reputation while detecting areas of non-compliance with key regulations such as PSD2, DORA, and GDPR.
Importance of friction and its role in the user journey
The analysis is based on data fed into a proprietary AI-driven customer experience analytics platform, KAM-XF. The...
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