Customer experience

The Ohio-based bank reports a 10% expense reduction within a year of moving its contact center technology to Google Cloud through a partnership with UJET.

Paying for items with your palm or face isn't commonplace yet, but it's coming. What banks need to know.

U.S. banks should look to Sweden, where the identity verification measures put in place by banks also give users access to both government and private-sector platforms.

Artificial intelligence is helping banks and credit unions reduce friction points in their customer experiences and more, per new research from American Banker.

The continued investment in branches is a continued investment in bankers. A well-trained, motivated banker turns a physical location into a relationship hub.

Automated systems respond poorly when confronted with edge cases and unfamiliar circumstances. But those are exactly the moments when a customer's trust in a bank is either established, or lost forever.

New forms of artificial intelligence can take most, if not all, of shopping and checkout out of the hands of humans. Not everybody is going to be comfortable with that, though the payment giant sees travel as a good place to start.

Tech leaders explain how they're trying to use artificial intelligence to better understand customers and communicate with them, without seeming robotic.

Bank professionals largely agree that the customer experience shapes the way work is performed within their organization. However, there are some issues that get in the way of a customer-centric approach.

The platform, which was built in-house, delivers $10 million in cost avoidance, with at least $35 million in potential savings from fewer complaints, executives said.