Customer experience

Financial institutions have a solid track record of keeping customers for the long haul, but technology firms, fintechs and challenger banks are gaining ground on the incumbents.

A vast majority of IT leaders at banks want to ditch passwords for something better and safer, and many tech vendors are moving in that direction already. But it's easier said than done.

The Cincinnati bank used to rely on surveys to gauge how satisfied customers were after speaking to a contact center agent. Technology has made the task easier and more comprehensive, and spotlighted common issues that triggered a high volume of calls.

Amplify Credit Union in Austin, Texas, started thinking about removing all banking fees two years ago. First, it had to overhaul its online account-opening process.

Organizations are driving to become fully automated enterprises, but single point solutions are putting that goal at risk.

Mastercard has begun to trial a biometric payment system for brick-and-mortar stores, using facial recognition rather than contactless cards, smartphones or memorable PINs.

Online-only banks that place a premium on personalized customer service receive higher satisfaction ratings, according to a new survey by J.D. Power.