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Citi's online banking site the best is the best among those offered by big U.S. banks, according to Forrester Research. Here, the bank's head of internet and mobile banking, Tracey Weber, discusses design and execution.
January 28 -
BBVA Compass is testing a new drive-through concept that includes units that stream video so car-bound customers can communicate with tellers. It's the latest example of how banks are rethinking physical and digital channels.
January 17 -
Industry observers note how quickly Thoma Bravo LLC made a profit on a company it just acquired in August, and call the purchase a coup for NCR that could help it satisfy a technical need among banks: better consistency among channels.
December 3
Citibank is upgrading its ATM software in a bid to make the customer experience consistent across all digital touch points and to quicken the time to execute transactions on the channel.
The software upgrades, expected to be completed on the 3,000 ATMs it owns and operates in branches by February, include remembering customer preferences and adding simplified workflows to quicken the transaction times. Indeed, quick-touch balance lets customers view account balances without leaving the screen they are on, and customers can set preferences such as language. Confusing submenus such as "Are You Sure?" prompts have also been eliminated from the ATM experience.
The ATM software upgrade comes on the heels of the
The ubiquitous use of tablets and smartphones is pressuring banks to modernize their older touch points. Citi used "app-like thinking in development," says Mark Gilder, Citibank's director of distribution strategy. "We want to make sure customers feel at home at each digital touch point."
