Customer Experience Analytics
Optimize web and mobile Customer Experiences
For organisations in heavily regulated industries, the perceived risk exposure of operating online can act as a deterrent. Many choose to limit their digital exposure rather than worry about meeting strict compliance regulations.
Glassbox offers compliance confidence on an Enterprise level with digital risk management software. With the ability to record, store, retrieve and evidence every single session on your website and app, your organisation can be audit-ready at a moment’s notice.
As your systems will surely evolve over time to accomodate for the digital advances, you can count on Glassbox to provide a steadfast and resolute solution that will protect your data for any needed period of time. The more consideration you give your security needs now, the less you will have to worry about in the future.
Own the ‘Digital Truth’ – tamper-proof, source-proof and time stamped records of all your online customer interactions and transactions – by capturing and accurately replaying 100% of your web and mobile app sessions.
"Glassbox provides crucial insights on customer struggles and experience issues that cannot be identified by other systems, and helps us address them immediately.”DENISE CHARTRAND, SENIOR DIRECTOR CUSTOMER SOLUTIONS & INNOVATIONS - AIR CANADA
In some industries, regulations mandate that data is stored for three years. In others, seven years is the minimum. But however long you need to store data for, our system can comfortably meet your requirements, meaning that you never have to compromise compliance for cost.
Our patented compression technology makes light work of digital session recordings. Data captured and stored with Glassbox occupies just 5% of the footprint you record, and is always just a click away.
Inevitably there will come a time when you will have to undertake a review or investigation of business sold or serviced through your digital channels – because the CFPB, or the Financial Ombudsman is investigating a customer’s complaint, or the FCA is conducting a thematic review of a particular class of business, or because the organisation wants to proactively monitor what is happening. Whatever the reason, Glassbox makes it simple and fast to find all the sessions you want to audit or analyse and prove exactly what happened.
With the introduction of the GDPR in May 2018, you need to be ready to have the capability to access a user’s content and delete it at their discretion. The GDPR gives consumers more control over their data, and increases their right to anonymity. Putting a secure system in place while still maintaining access to relevant data will give your users a sense of security in your organization.
Every digital session can be securely recorded, retrieved and replayed, exactly as it was seen by the customer – even if they didn’t complete the session. This enables financial institutions to achieve the required standards for record-keeping and activities related to digital channels, as required by the Markets in Financial Instruments Directive II (MiFID II) and the Markets in Financial Instruments Regulation (MiFIR).
More broadly, Glassbox is GDPR-compliant and enables large organizations to address the EU General Data Protection Regulation (GDPR) requirements effective in May 2018, such as finding all the sessions for a customer who wants to exercise their right to be forgotten or the right to obtain confirmation about what personal data concerning them is being processed.
In the new digital landscape, security risks can appear out of the blue, and new data protection regulations can catch large organisations off-guard.
Glassbox was designed to be compliant by default. This means that we will always enable organisations to remain compliant with new and existing regulations, including digital record-keeping, data protection, monitoring and reporting.
Leave your details below to find out how we could help your organisation undergo a complete digital compliance transformation.
Both. Glassbox’s customer experience analytics software can be implemented either in the cloud or on premise, depending on your needs.
Yes. Glassbox solutions can record and replay all your digital sessions, whether they come from your website or your mobile apps.
Yes. Glassbox has advanced masking and omitting capabilities.
Glassbox is built with an open architecture. Data can be exported to any external system, such as data warehouse or data lake, with our real-time export capabilities.
