Miriam Cross is a Washington-based reporter covering bank technology and fintech at American Banker. Previously, she was an associate editor at Kiplinger's Personal Finance magazine.
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Banks are using emotion AI, which picks up subtle signals over text, audio and video, to help their customer service agents do their jobs better.
June 30 -
Citizens Bank and Citigroup are among the financial institutions plugging away at a service that has gained little traction among customers.
June 26 -
Challengers like Joust, Lili and NorthOne that offer banking services to freelancers and small-business owners are getting record levels of new customers as the traditional workforce thins.
June 23 -
With money flow suddenly stifled for millions of customers, demand for money management tools has skyrocketed.
June 19 -
Remitly and TransferWise are benefiting from consumers' shift to digital payments and a turn toward banking services as global remittance volumes drop.
June 17 -
The success of Isbank's Maxi service is a lesson for all banks: Chatbots, with the right training, can provide the kind of human touch customers need in times like these.
June 12 -
The maker of accounting and invoicing software is, with the help of a community bank, the latest fintech to cater to small-business owners.
June 11 -
Customers are turning to search engines and business portals to find out if their bank is open before checking the bank’s own website. Maintaining accurate information across the web has become even more important during the pandemic.
June 9 -
The U.S. division of HSBC Bank has added Apple’s iMessaging feature to its suite of customer service channels. Instead of waiting on hold, customers can trade texts with an agent.
June 8 -
The quarantine and Citi's shift from hardware to software tokens have led to a 300% spike in commercial clients' opening of accounts online as well as increased digital banking use.
June 4
