US bank customers enter Glassbox’s digital world of pane
In a blissful banking bonanza, JP Morgan Chase, Bank of America, Wells Fargo, and Citi have all chosen Glassbox’s digital customer management solution.
According to Glassbox, its analytics platform allows users to capture, index, search, retrieve, replay and drive real-time machine learning-driven insights from data related to digital customer journeys.
The idea is to enable “online customer experience professionals to receive automatic alerts about customer struggles and technical anomalies and act upon them”.
There aren’t any specifics but Glassbox CEO, Yaron Morgenstern, says this year it will unveil new functionalities.
Morgenstern adds: “More and more Tier 1 enterprises are realising the need to upgrade from the concept of online customer experience analytics to the more complete approach of digital customer management, which Glassbox has pioneered globally.”
The firm uses big data, behavioural analytics, session replay, free-text search and application monitoring capabilities, to show what online and mobile customers are doing and why they are doing it.
Glassbox says its solutions are used by medium to very large enterprises mostly in the financial services and insurance industries – but also in the travel, leisure, telecommunications and retail sectors.
Back in October 2018, it closed a $25 million round of financing led by Updata Partners, an equity firm based in Washington, DC.