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Recent article

08/12/2025 |

9 min reading

The growing importance of user experience and the pressure to introduce new products quickly are pushing organizations to find ways to increase predictability and efficiency in their delivery processes. While brand books and logo usage guidelines have been standard for years, companies rarely have a tool that directly stabilizes and accelerates the development of digital solutions. A mature design system can determine competitive advantage and an organization’s ability to scale products.

Kamil Kopeć

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08/12/2025 |
9 min reading

The growing importance of user experience and the pressure to introduce new products quickly are pushing organizations to find ways to increase predictability and efficiency in their delivery processes. While brand books and logo usage guidelines have been standard for years, companies rarely have a tool that directly stabilizes and accelerates the development of digital solutions. A mature design system can determine competitive advantage and an organization’s ability to scale products.

Kamil Kopeć
01/12/2025 |
12 min reading

“Our app needs to be more modern” – this sentence still too often opens conversations in financial institutions’ conference rooms, steering teams toward rushed decisions: refreshing the interface, adding new features, or launching yet another digital channel. Meanwhile, from the perspective of organizations focused on long-term growth and stability, there is a far more effective question that should open every discussion about change.

Anna Rennert
24/11/2025 |
9 min reading

Organizations are investing in Copilot and Microsoft Fabric with expectations of step-change efficiency gains and competitive advantage. Yet reports show that while 58% of companies are pursuing data observability initiatives, 42% still do not trust the outputs of their AI/ML models¹, and only about 40% feel organizationally prepared for generative AI². This gap between ambition and operational readiness is becoming one of the most significant strategic risks in digital transformation.

Adam Żurański
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19/11/2025 |
10 min reading

In the insurance industry, loyalty is often short-lived—it frequently ends the very day a policy renews. The customer receives a reminder, sees a discount, yet still chooses a policy that’s five percent cheaper. Not because they’re dissatisfied, but because they don’t see a difference. In a world where it’s nearly impossible to compete on price, the differentiator becomes experience. Companies that can design consistent, predictable, and above all, human-centered relationships with their customers create loyalty that’s resilient to price comparison sites and seasonal discounts.

Bartosz Kijewski
14/11/2025 |
5 min reading

In the insurance industry, everyone talks about putting the customer at the center. But what does that actually mean in practice? It’s not a slogan—it’s a concrete need: fast, accurate, and effortless service, regardless of the product, contact channel, or department involved. Customers, including brokers as key distribution partners, expect a consistent and efficient experience. That’s what determines whether they stay longer, renew their policy, and recommend the brand to others.

Insurance Team
30/10/2025 |
10 min reading

Most product teams in banking and insurance face the same challenge: we know that users drop off during the process, but we don’t know why. Conversion metrics show where numbers fall, but they don’t reveal the real behaviors and emotions behind them. In this article, we show how to use quantitative, qualitative, and contextual data to meaningfully improve CX in financial apps—and turn that into tangible business results: higher conversion, greater trust, and long-term loyalty.

Krzysztof Skowerski
29/10/2025 |
4 min reading

Artificial intelligence carries enormous potential for innovation—but the way we talk about it today remains surprisingly narrow. The narrative focuses almost exclusively on customer experience understood in the most literal sense: faster chat responses, 24/7 chatbots, intelligent forms. We focus on solutions that are relatively easy to implement and visible to the customer. Meanwhile, market data paints a more cautious picture. Customers don’t want to interact with machines in situations that require trust. According to Gartner’s report “4 Customer Insights to Improve the Service Experience,” as many as 88% of consumers have serious concerns about AI in customer service, and 64% would prefer that companies not use it there at all.

Krzysztof Dziekoński
22/10/2025 |
8 min reading

In financial institutions, competitive advantage comes not only from technology but, above all, from the people who know how to use it wisely. According to a study by Eagle Hill Consulting, as many as 62% of financial sector employees believe their own experience (EX) directly impacts the quality of customer service¹. It’s a clear signal that Customer Experience begins inside the organization. Solutions like Microsoft Fabric with Copilot bridge both worlds: they simplify team workflows, accelerate decision-making, and unlock the potential of the people who shape customer experiences every day.

Adam Żurański
21/10/2025 |
8 min reading

As early as 2022, research showed that as many as 63% of customers abandoned the digital account opening process before completing the form¹. Three years later, despite significant investments in biometrics and KYC automation, the situation remains alarming. According to The Financial Brand (2025), more than half of mobile applications end in user abandonment, and every second financial institution admits to experiencing drop-offs in its digital channels². So why do banks, despite advanced technologies and massive investments in digital transformation, still lose customers right at the start? And what are the most common mistakes in mobile onboarding that keep repeating?

Aleksandra Strelczuk
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What topic are you interested in?

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