Customer experience

Despite digital mortgage advances, borrowers think it still takes too long to get a loan, J.D. Power finds in its annual customer satisfaction ranking of originators.

The regional bank’s first-year CEO is doing some expected things, like offering more products through digital channels, and making a few surprising moves, like inviting all credit card customers to switch to lower-rate loans.

The Canadian payment system is evolving into something almost completely different, an evolution that's birthing new ideas to handle authentication.

Banks tout their small-business lending services, but J.D. Power survey results suggest something's amiss. The solution is easy and old-school — but it costs money.

The Midwest bank said that digital usage rose 400% after a makeover of online and mobile banking platforms that was meant to make them more customer-friendly and more competitive.

While the advent of the Internet offered the possibility of increased global connectivity, blockchain has the potential to take this advancement to the next level, writes Sergey Ponomarev, the CEO of SONM.

"I’m not going to step aside because I’m an asset for this company," Tim Sloan said Wednesday, rejecting arguments by some Senate Democrats that he is too tied to the phony-accounts scandal.

Banks such as Citigroup, Regions and TD have decided they need to offer mobile customers truly customized experiences. They are experimenting with different ways of doing so that come across as helpful without being intrusive.

Yolande Piazza explains Citi Fintech's unique process for getting customer feedback on new apps. She also talks about overcoming the challenges of innovating inside a large company like Citigroup and winning over those who are resistant to change.

Some financial institutions are looking at how to translate the complicated and document-heavy mortgage lending process into the digital world of voice-interactive personal assistants.