Customer experience

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.

Voice assistants impress at tech demos, but new research shows bank customers aren't ready to ask a speaker about their accounts just yet.

The skeptics keep waiting for investment in financial startups to dry up, but it doubled in the first half of 2018. KPMG's Safwan Zaheer explains why.

Payment companies have a responsibility to both merchants and consumers to emerge as brands in their own right, with values that resonate not just with the businesses they are supporting, but with the customers using their services, writes Koen Vanpraet, CEO of Intrapay.

Forrester principal analyst Alyson Clarke explains why the two nonbanks fared well in a recent survey of 110,000 Americans.

To improve videoconferencing adoption, banks are advised to focus on one particular group of clients.

The challenge in automating cross-selling to customers online is figuring out how to integrate with the core banking platform.

By intelligently applying friction, where the entry of a PIN or a swipe of the screen can be used to correlate against known data, we can better prove that the correct user made the transaction and avoid the costs and disruption associated with fraud and disputed claims, writes Zia Hayat, CEO of Callsign.

"Banks should be investing in innovation in this area or risk getting left behind," a fintech CEO warns.

The move from standard to real-time transactions adds another layer of complexity and creates further opportunities for fraudsters. Quicker transaction times increase the chances of fraudulent transactions going undetected, writes David Worthington, vice president of payments at Rambus.