Customer experience

Readers consider to new evidence regarding Operation Choke Point, debate the impact of Democrats taking control of the House in November, respond to concerns about weakening the Volcker Rule and more.

Self-sovereign identity solutions are becoming increasingly common as credit unions move away from less secure authentication methods.

Consumers may say they like where they bank, but a survey suggests banks and credit unions lag behind retail brands like Amazon in ease of service and satisfaction.

The two megabanks face different problems, as Bank of America customers are frustrated over fees and customer service while Wells customers are alarmed about the bank's recent scandals.

Customers say they like their bank, but in a customer survey banks significantly lagged retail brands like Amazon in ease of service and satisfaction.

Glassbox, a digital customer management company based in London, allows banks like JPMorgan Chase and Bank of America to use data and analytics to study customers' behavior.

The bank has long collected data about digital interactions. Now it’s adding tech to gain knowledge from phone call to better understand each customer.

The central bank is mulling measures to broaden the number of banks receiving reg relief; Lisa Stevens was a top deputy to the former retail chief during the phony accounts scandal.

Financial firms must follow customers from mobile devices to desktop and back without missing a beat.

Our 16th annual Most Powerful Women in Banking rankings; why Regions did away with teller jobs; small banks lagging in deposit share; and more from this week's most-read stories.

AI-powered assistants will change the customer experience for the better, but first they must achieve a more human level of service, executives said during a discussion at Finovate.

TD Bank bills itself as America’s Most Convenient Bank, but even Jane Russell, its head of customer experience, admits that its service over the years has not always been consistent. That’s beginning to change.

Amazon's voice assistant will soon be in cars and even microwaves, but banks have not yet proven to customers they can serve them with conversational tech.

Australian credit unions can teach American CUs a thing or two about effective use of blockchain and know-your-customer strategies.

Several hard realities, including legacy technology and the pace of change in software and apps, leave firms vulnerable to outages that stir public outcry.

Julie Demarigny will be in charge of mobile and online strategies at the San Francisco bank.

Financial institutions need to manage expectations about what they can offer customers or they risk losing credibility with customers.

Jim DeBello will leave his post as CEO of digital capture and mobile identity company Mitek, one of a handful of high-level personnel moves at the company.

The bank is working with SpringFour and Genivity, two graduates of its mentorship program, and plans more such partnerships.