Customer experience

Stubbs moved from Ohio to Texas last year to open PNC's first customer care center in the Lone Star State. Then the pandemic hit.

Citing the risk of bias and misidentification, cities and civil liberties groups are calling more loudly for a ban on the use of face scans.

By migrating to Fiserv’s DNA core account processing platform, Citizens Bank & Trust in Guntersville, Ala., aims to give customers instant updates on balances and transactions.

Less than half of consumers believe financial services providers adequately protect their personal information, according to an Arizent survey. Banks such as Wells Fargo and Bank of Idaho are offering mobile tools and cybersecurity education that could help rebuild trust.

Wherever they are, customers should be able to access their application and resume the process at a later time, says FICO's Therese Henry.