Customer experience

Joel Kashuba, Fifth Third's head of innovation and design, explains to Digital Banking 2019 how understanding four major aspects of human experience — cognitive, perceptual, physical and emotional — is integral to each aspect of customer engagement.

Ralph Evans, director of culture and employee communications at BBVA, says a philosophy of rallying around something bigger than the bottom line helped the bank crystallize its mission.

Banks are increasingly turning to outsiders like Nikki Katz, a former Disney executive now at Bank of America, and Joel Kashuba, formerly of Procter & Gamble and now at Fifth Third, to help build their digital experiences.

As the National Association of Federally-Insured Credit Unions' annual conference kicked off, President and CEO Dan Berger emphasized the trust credit unions have built with members. But there have been a few recent stumbles.

Credit unions have not invested enough in analytics. But changing that would help the industry compete with big banks and improve efficiencies.

Synapse is working to refine its application programming interfaces to meet know-your-customer and other complex requirements, but it's a tall order, the head of the back-office-services platform says.

The Los Angeles company has established a network that is designed to help verify the identities of consumer and small-business borrowers. It says 20 lenders are participating and that it is trying to recruit more.

The information the Consumer Financial Protection Bureau collects about customer problems can be valuable, but analysts need to move past the headline numbers.

The increased mobile engagement at U.S. Bank goes back to Ankit Bhatt letting customers tell him — and, many times, show him — what needs to improve.

Better analytical tools could help banks spot and address potential issues before a customer goes delinquent.