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The race to digital transformation has been relentless. Every insurance carrier and financial institution is pouring resources into "seamless" online portals, self-service apps, and automated chatbots. The goal is clear: efficiency, speed, and a modern customer experience. But there's an uncomfortable truth emerging from the data: your digital channels might be driving your most valuable clients straight to the competition.

For organizations that rely on video-enabled sessions to connect with customers, assessing and improving the performance of customer support agents is a key challenge. This is where AI-driven employee scoring in video chat comes into play, offering a powerful solution to evaluate, enhance, and ensure the quality of customer interactions.

Some key insights from my trip to London to attend the NEXGEN Banking Summit, where I met with global leaders like HSBC, Barclays and Standard Chartered to discuss video-based services.

By embracing remote branching, companies can unlock significant cost savings, optimize resources, and deliver exceptional CX.

Businesses are continually seeking innovative ways to enhance customer experience (CX). One channel that continues to deliver is video communication.

The insurance industry is undergoing a transformation. Digital innovation is reshaping customer expectations, pushing companies to offer faster, more efficient, and eco-friendly solutions.