Customer experience

Consumer banking

Amex, Discover, Charles Schwab lead direct banks in customer satisfaction

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

By Jordan Stutts

May 16
Report: A Better Way to Stop Fraud and Deliver Seamless Customer Interactions

Knowledge-based authentication remains a fixture in the lender identity verification toolkit. Yet KBA is notoriously cumbersome for consumers and vulnerable to common fraudster tactics.

Partner Insights from Neustar
Report Report How Identity Mitigates Risk

Most organizations operate with an incomplete understanding of consumer identity, risking millions of dollars in identity fraud, inefficient use of fraud resources, and degraded customer experience. Investing in identity helps mitigate these risks. Learn how forward-thinking organizations use identity to mitigate fraud risk while connecting with customers efficiently.

PARTNER INSIGHTS FROM Neustar
Top 10 Financial Institution Decreases Manual Review Rate 35%

A top 10 financial institution observed a high manual review rate for new customer applications was cutting into account opening numbers and lifetime value metrics. By introducing Neustar data into existing checks, the financial institution could reduce manual review populations 35%, reduce incurred fraud 11%, and increase new customer acquisition 1%.

Sponsor Content from Neustar
Infographic Mitigate Fraud and Consumer Friction with Integrated IDV

Cybercriminals are driving fraud rates higher and pressuring financial institutions to increase rather than reduce consumer friction. Learn how forward-thinking firms address fraud threats and improve customer experience via integrated identity verification.

PARTNER INSIGHTS FROM Neustar
Authenticate Consumers Quickly and Reliably for Better Fraud Mitigation

Financial institutions risk losing millions to fraud while frustrating loyal customers when they do not know whom to trust in digital interactions. Flag possible fraud while allowing legitimate transactions through faster by understanding whether the consumer’s identity links to their device.

Partner Insights from Neustar
White Paper Prevent Fraud With Unhackable Certainty

Not only are fraud costs increasing, but fraudsters are constantly working hard to discover new avenues of attack—and are getting better at covering their tracks. Learn how forward-thinking financial organizations are improving fraud prevention and customer experience with dynamic data elements.

PARTNER INSIGHTS FROM Neustar
Onboarding with EngageOne Communicate: A completely seamless CX

Winner of the 2021 Unified Communications platform of the year, EngageOne Communicate enables companies to create personalized, meaningful and interactive digital engagements with their customers.

Partner Insights from Precisely
Digital Account Opening: How to Transform and Protect the Account Opening Journey

The process a customer goes through when opening a bank account can directly impact long-term customer loyalty, profitability, and retention.

Partner Insights from OneSpan
Payments

Banks design vertical credit cards for customers with disabilities

Switching from a horizontal layout — a relic of embossed account numbers — is an attempt by issuers like HSBC, Starling Bank and Bank of America to address accessibility challenges faced by customers with dementia, visual impairments and other conditions.

By Robin Arnfield

January 24