D.J. Haskins


Apr 4, 2022

To drive efficiencies, financial institutions should focus on tactics that optimize self-service experiences and improve their first-contact resolution rate.
bank chatbot


Jul 20, 2020

Successful automated support should do more than just answers questions. It should engage consumers in a journey that is constantly improving.
Customer service


Jun 9, 2020

D.J. Haskins, head of marketing at SilverCloud, shares what he's seeing from clients as a result of the pandemic, and how the lessons learned this spring may change customer support in the years ahead.


Aug 23, 2019

Frustration: It’s not the word you want to associate with your financial institution. But your frontline staff often feels frustrated when they search for in-the-moment answers to help a customer in person or over the phone. […]


Jun 10, 2019

While financial services organizations know the importance of search engine optimization (SEO), few emphasize the need to optimize search and support on their websites. At the same time, more people than ever now engage with a […]