Cort O'Haver, president and CEO of Umpqua Bank, tells the audience at Digital Banking 2019 that the industry is getting too far away from the human touch in customer interactions.

Joel Kashuba, Fifth Third's head of innovation and design, explains to Digital Banking 2019 how understanding four major aspects of human experience — cognitive, perceptual, physical and emotional — is integral to each aspect of customer engagement.

Ralph Evans, director of culture and employee communications at BBVA, says a philosophy of rallying around something bigger than the bottom line helped the bank crystallize its mission.

The digital bank has grand ambitions for its new student loan refinancing platform as it looks to finally turn a profit for its parent company, Customers Bancorp.

Consumer groups applauded the California bank's announcement.

Organizers of Community Bank of the Carolinas in Winston-Salem said that they will return capital to investors and pursue other alternatives, including buying an existing bank.

Banks clear both rounds of stress tests (though two of them needed a do-over); BNY Mellon goes all-in on digital; bank industry struggles to stop slide in latest reputation survey; and more from this week's most-read stories.

From leveraging AI as part of customer interactions to analytics, workstation setups and more, here's how credit unions can modernize operations and keep satisfaction levels high.

As lawmakers meet this week to discuss artificial intelligence, they should work with regulators to create universal and workable definitions.

CEO David Solomon said that Goldman is “absolutely’’ looking at digital currencies and conducting “extensive research’’ on tokenization.

The accounting rules group is weighing whether to consolidate and push back deadlines for smaller firms to comply with credit-loss accounting change in light of concerns they will not be ready.

FB Financial is selling its correspondent lending channel to Rushmore Loan Management Services, which will complete the bank holding company's restructuring of its mortgage business.

Amala Duggirala, Logan Pichel and Kate Danella are all part of the executive leadership team reporting to CEO John Turner.

If Libra becomes a major financial force, the stability of global finance is on the line.

Among other things, Kai, the insurance firm's AI assistant, will tell customers how to avoid the bank's monthly fee.

The $550 million purchase will include a branch in the U.S. Virgin Islands.

As the industry continues to consolidate, operating branches in states far removed from headquarters could move from the exception to the rule.

Challenger banks promote the concept of empathy in banking, which sometimes means forgoing revenue to build up customer goodwill.

The New Jersey regional will have higher capital levels after buying Oritani Financial. That was just one of the reasons why CEO Ira Robbins overcame his aversion to M&A.

After years of largely standing on the sidelines, lawmakers are taking a closer look at whether algorithms used by banks and fintechs to make lending decisions could make discrimination worse instead of better.