Customer experience

Umpqua Bank is testing a system that would make text-chat, video and voice banking more personable by staffing them with branch workers during their downtime.

The best solution to the current broken identity system is to flip the authentication process from third parties to the users themselves.

Want employees to feel empowered to make decisions to help customers? Rewarding that behavior is one way to reinforce the message. Here’s how one South Dakota community bank goes about it — in a splashy, Super Bowl-sized way.

Long Game is a mobile app that uses games to encourage its users to build a nest egg. Its example holds lessons for banks that are struggling to capture more of their customers' attention.

OnlyID, a joint offering from FIS and Equifax, is meant to become consumers’ single sign-on for bank and retail websites and apps. Longstanding relationships may give it a better shot at achieving network effect than previous attempts.

OnlyID, a joint offering from FIS and Equifax, is meant to become consumers’ single sign-on for bank and retail websites and apps. Longstanding relationships may give it a better shot at achieving network effect than previous attempts.

Knowledge picked up from the best customer-facing staff should be delivered by AI systems in a contextual manner at the right place and the right time to handle customer queries in the age of digital commerce, writes Anand Subramaniam, senior vice president of worldwide marketing for eGain Corp.

Credit card issuers have been trying to outdo each other to offer the best rewards program. And it shows, as customer satisfaction rates with many (but not all) of their banks have never been higher in a yearly J.D. Power study. But they may not last forever.

The $2.6 trillion-asset bank's recent commitment to digital lending augurs the development of a two-tier market for borrowers who want fast access to cash.

Readers react to USAA teaming up with Amazon’s Alexa, how a new Wells Fargo’s scandal could affect arbitration rules, a digital identity startup’s ambitions, and more.