Across the industry, the pace of branch shutdowns slowed this year. Still, large financial institutions continued to trim their physical footprints, with two super-regional banks taking the most aggressive actions.

The $668 billion-asset company sold investment securities and certain mortgages to avoid more stringent liquidity and other federal requirements for larger banks. Yet CEO Andy Cecere says U.S. Bancorp is "not under an asset cap at all."

U.S. Bancorp and Truist picked literal names for their virtual assistants to avoid confusing customers, while Fifth Third and Regions created characters called "Jeanie" and "Reggie" to put clients at ease. Other companies are trying to split the difference.

Cash remains king, but some credit card customers prefer giving their rewards to nonprofits, so the Minneapolis banking giant has made it a year-round option where it's matching donations dollar for dollar.

As Apple and Android enable smartphones to accept payments with little setup, an exec at the bank's Elavon unit contends countertop devices have a lot of life left.

Recent Arizent research shows that having appealing digital spaces is one of the most important factors for customer experience at banks.

Banks like Capital One, U.S. Bank and Santander are updating their floor plans and their menus — often with a discount on food or beverages for cardholders — to reach more millennial and Gen Z consumers.

Few large banks fully support the Spanish language. Those making the effort, including U.S. Bank and Square, could better reach a fast-growing population.

Companies like U.S. Bancorp have found ways to apply the information they use to serve thin-file applicants to small-business owners and other borrowers.

The Minneapolis-based bank announced it would partner with Microsoft Azure as its cloud provider early last year. Now it's getting its tech team cloud-ready.