"We're excited to be at the forefront of blending the best of different research methods to measure customer experience," said Comrade CEO, Thelton McMillian. "Historically usability was a subjective measure that provided great understanding of what to fix. We can now say that it's not just promoting a better customer experience, but it's crucial to a business."
Key findings from the CX model include:
- When feature sets or digital product experiences are very familiar, CX factors including usability, communication, and pricing do drive different adoption and usage rates
- How different CX measures must be weighted differently within the model
Thelton McMillian and Futurion CEO Jim Van Dyke will present the customer research model and findings at the Source Media Banking Analytics Conference in New Orleans Thursday, October 20, 2016.
To download the full report, visit: https://www.miteksystems.com/mobile-deposit-benchmark.
Comrade is a full-service digital agency that helps companies in financial services, healthcare, and technology improve customer engagement and get new digital innovations to market quickly. For more information, visit, www.comradeagency.com
About Jim Van Dyke
Jim Van Dyke, CEO of Futurion, is a research-based strategic technology consultant, helping leaders capture the future of digital consumer identity, payments and financial services. Prior to Futurion, Jim founded and led Javelin Strategy & Research. Mr. Van Dyke also volunteers on the Consumer Advisory Board of the Consumer Financial Protection Bureau (CFPB), with a focus on fintech. He has held various research, strategy, and management positions in his more than 30 years of experience in digital commerce. Jim has presented to venues including executive boards, vendors' client summits, and agencies including the U.S. House of Representatives (Congress) and Ways and Means Committee. He has been widely cited in global media including Bloomberg, Financial Times, Fox News live television, National Public Radio(NPR), the front page of the New York Times, and Wired. For more information, visit http://www.futurion.digital/.
Mitek is a global leader in mobile capture and identity verification software solutions. Mitek's ID document verification allows an enterprise to verify a user's identity during a mobile transaction, enabling financial institutions, payments companies and other businesses operating in highly regulated markets to transact business safely while increasing revenue from the mobile channel. Mitek also reduces the friction in the mobile users' experience with advanced data prefill. These innovative mobile solutions are embedded into the apps of more than 5,200 organizations and used by more than 70 million consumers for mobile check deposit, new account opening, insurance quoting, and more. For more information, visit www.miteksystems.com. (MITK-F)
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