Customer experience

Banks should rethink even existing services, such as the branch experience, said top executives at the Oracle Industry Connect conference.

While the banking industry is divided on the use of conversational technology, the San Francisco company believes chatbots can make it easier for customers to discuss their finances.

Voice authentication software has improved call center service at Virginia Credit Union and shortened call times by nearly 25 percent.

A startup called Spring Labs has launched a blockchain network with the goal of getting lenders and data providers to share data to help verify customers' identity.

With smaller screen sizes and increased levels of distractions ranging from a text or a notification, pitfalls in the checkout process can result in more abandoned carts than successful transactions, writes Andre Lyver, director of engineering for financial services at Shopify.

AxiomGo is being offered to customers seeking alternatives to prepaid cards and traditional checking accounts.

An omnichannel payment platform offers customers a unified shopping experience across whichever channel they decide to make a purchase, whether via point-of-sale in-store, online, mobile or even telephone, writes Nick Aceto, senior vice president of technology for CardConnect.

How do you eliminate "pain points" in the banking experience, increase wallet share and improve loyalty? Companies like Ally, USAA and Bank of the West are believers in tracking the customer journey to find the answers.

There are a number of tactics and solutions organizations can employ to shut down the favored methods of fraudsters, including the use of bots and device compromise, writes Michael Lynch, chief strategy officer at InAuth.

The move comes at a time when banks are becoming more aggressive in acquiring or investing in financial technology companies.