In today's digital age, creating a human connection in online interactions is crucial for enhancing customer journeys, especially for financial institutions. However, many banks and credit unions overlook this necessity, leading to missed opportunities and diminished customer satisfaction. In the latest episode of the Practical Perspectives, Audrey Cannata and James Robert Lay highlight the gaps in customer service and communication, such as disjointed digital experiences and the poor handling of contact forms. Through real-time secret shopping experiments, the podcast uncovers alarming blind spots, including instances where financial institutions' phone systems demand sensitive information upfront, like social security numbers, causing potential customers to abandon their inquiries out of frustration and mistrust. Join us as we discuss: Live Experiment: Calling Zappos (10:58) Emotional State and Financial Decisions (13:45) Live Experiment: Calling a Financial Brand (16:54) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.  Hosted by Ausha. See ausha.co/privacy-policy for more information.