Customers abandon important journeys
An account application is started but never completed. A customer encounters friction and disengages before reaching the intended outcome.
INDUSTRY · BANKING & INSURANCE
Every financial journey tells a story. Understand it.
Improve it.
From digital account opening to insurance policy servicing, PulseSense helps financial services organisations uncover customer friction, understand sentiment and turn experience insights into actions that strengthen conversion, customer confidence and retention.
The experience challenge
You can see the transaction. But can you understand the experience?
Financial services organisations have visibility of applications, transactions, policies and service requests.
What is often harder to understand is why customers abandon a process, lose confidence, struggle to complete an action or quietly disengage. PulseSense adds the customer's perspective to the operational journey.
Operational milestones don't tell the whole story
An account may be opened without becoming actively used. A policy may be issued while the customer remains uncertain about the advice or next steps.
Customer frustration is discovered too late
Confusion, repeated information requests, difficult processes and poor communication can accumulate before an organisation becomes aware of them.
Feedback doesn't always become action
Experience data may be collected without clear accountability, follow-up or visibility of whether the customer's problem was resolved.
Use cases
See PulseSense in action across financial services
Two different financial journeys. One platform that helps organisations listen, understand, act and improve.
Banking use case
Digital Onboarding — From Application Drop-Off to Active Banking
A customer begins opening a bank account digitally. They may experience difficulties with identity verification, application requirements, approval delays, digital access or account activation.
The bank can observe operational events, but may not understand the customer's reasons for stopping or what assistance would help them continue. PulseSense provides structured customer feedback at critical moments and connects the insight to follow-up actions.
The onboarding journey Select a milestone
Insurance use case
Insurance — Building Confidence Across the Policy Lifecycle
Insurance relationships involve more than the sale. Customers buy cover, receive policy documents, pay premiums, request changes, lodge claims and decide whether to renew, often over many years.
Each of these moments shapes confidence, and without consistent engagement, uncertainty and frustration can develop unnoticed. PulseSense enables structured customer feedback and communication across the policy lifecycle, helping insurers and brokers identify service concerns and retention risks early.
The policy lifecycle Select a touchpoint
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Broker & branch insight view Illustrative data · fictional labels
CSAT · Region A4.4 ▲ 0.2
CSAT · Region B3.9 ▼ 0.3
CES · all brokers5.2 / 7
Open follow-ups9 of 41
| Broker / advisor | Branch / channel | Milestone | CSAT | CES | Sentiment | Trend | Follow-ups |
|---|---|---|---|---|---|---|---|
| Broker 01 | Region A · Branch 1 | Policy onboarding | 4.6 | 5.8 | Positive | ▲ Improving | 1 open |
| Broker 02 | Region A · Direct channel | Policy servicing | 4.0 | 5.1 | Mixed | ● Stable | 2 open |
| Broker 03 | Region A · Branch 2 | Claim in progress | 3.7 | 4.3 | Needs attention | ▼ Declining | 3 open |
| Broker 04 | Region B · Branch 3 | Premiums & payments | 4.2 | 5.4 | Positive | ▲ Improving | 0 open |
| Broker 05 | Region B · Partner channel | Renewal | 3.9 | 4.9 | Mixed | ● Stable | 3 open |
Banking business value
- Identify and understand application abandonment
- Support customers before they disengage
- Improve visibility from account opening to first use
- Prioritise improvements using customer and employee feedback
Banking
"An opened account is a milestone. An active, confident customer is the goal."
Insurance business value
- Identify customers requiring assistance
- Improve visibility of the advice and policy journey
- Surface potential retention risks
- Compare customer experiences across brokers, branches or channels
- Track follow-up and service recovery
- Strengthen customer confidence through ongoing engagement
Insurance
A policy is a product. Confidence is the relationship.
More use cases
One platform. Multiple financial journeys.
The two featured scenarios demonstrate the depth of PulseSense, but the platform can be applied across additional customer journeys.
Banking
Customers start, stall or never activate, and the reasons stay invisible.
MeasureRequirement clarity, drop-off reasons, activation effort (CES)Resolution is logged, but whether the customer felt heard is not.
MeasureResolution satisfaction (CSAT), effort to resolve (CES), follow-up needsApplicants wait without clarity on status, documents or outcome.
MeasureProcess clarity, communication, effort through each stageCustomers keep visiting branches for tasks the app already supports.
MeasureFeature ease, barriers to use, recommendation likelihood (NPS)Insurance
New policyholders are unsure what they bought and what happens next.
MeasureUnderstanding of cover, onboarding satisfaction (CSAT)Advice quality varies across advisors and is rarely heard from the customer.
MeasureAdvice satisfaction (CSAT), clarity themes, by advisorA claim is the moment the relationship is tested, often without feedback.
MeasureClaims effort (CES), communication, recovery follow-upUncertainty about premiums and value builds quietly before renewal.
MeasureValue perception, outstanding concerns, recommendation likelihood (NPS)These are application opportunities for the PulseSense platform, not descriptions of completed client implementations.
Experience intelligence
See the experience. Understand the cause. Know what to improve.
Digital onboarding · Experience overview
Journey: Digital onboardingSegment: All customersLast 30 daysIllustrative data
NPS+24Recommendation likelihood
CES5.0 / 7Customer effort
CSAT4.1 / 5Satisfaction
Responses1 286Across 6 journey stages
SentimentMostly positiveHumanised sentiment
Sentiment by journey stage Humanised
- ApplicationPositive
- WaitingMixed
- ActivationAttention
- Early lifePositive
Activation CES trend Weekly
Wk 1Wk 4Wk 8
Ease of activation (higher is easier)
AI-assisted feedback themes Activation
- App registration41%
- Verification codes33%
- Funding the account14%
- Card fulfilment12%
Insight
Customers report increased effort during digital activation, with recurring feedback about registration and verification.
Suggested business action
Review activation instructions and route customers requesting assistance to the relevant support team.
Follow-up actions Segment: customers requesting assistance
- Review activation instructionsDigital product teamIn progress
- Assist customers with registration (consented)Onboarding support12 open
- Clarify verification-code guidance in WhatsApp journeyCX teamCompleted
- Re-measure activation CES after changesCX leadScheduled
All figures are illustrative sample data, not client results. PulseSense does not access banking or insurance transaction systems by default; operational verification depends on approved client data and integrations.
Business outcomes
Better experiences. Better business decisions.
Improve Conversion
Understand why customers abandon important financial journeys and identify opportunities to support completion.
Strengthen Retention
Identify dissatisfaction, uncertainty and service concerns that may contribute to disengagement.
Improve Operational Visibility
Understand recurring friction across journeys, teams, advisors and customer segments.
Build Customer Confidence
Use timely engagement, transparent communication and accountable follow-up to support stronger relationships.
Banking & insurance
Your customers are telling you where the experience can improve. Are you listening?
Whether you're improving digital banking onboarding or strengthening insurance customer relationships, PulseSense helps you uncover friction, understand sentiment and turn feedback into action.