Customer experience

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

Verba's two-decade career at one of the East Coast's fastest-growing banks began with an old-fashioned letter to a local bank when she was in her late 40s and an epiphany about work-life balance.

The first-of-its-kind study was an acknowledgment that as consumers rely more on digital banking channels, the nation's largest banks are competing more against each other and less against smaller institutions.

The identity theft threat created by the Equifax hack and the growth of online lending have given software makers a platform to pitch products that rely on selfies, scans of driver’s licenses and other nontraditional ID methods.

Umpqua Bank is testing a system that would make text-chat, video and voice banking more personable by staffing them with branch workers during their downtime.

The best solution to the current broken identity system is to flip the authentication process from third parties to the users themselves.

Want employees to feel empowered to make decisions to help customers? Rewarding that behavior is one way to reinforce the message. Here’s how one South Dakota community bank goes about it — in a splashy, Super Bowl-sized way.

Long Game is a mobile app that uses games to encourage its users to build a nest egg. Its example holds lessons for banks that are struggling to capture more of their customers' attention.

OnlyID, a joint offering from FIS and Equifax, is meant to become consumers’ single sign-on for bank and retail websites and apps. Longstanding relationships may give it a better shot at achieving network effect than previous attempts.

OnlyID, a joint offering from FIS and Equifax, is meant to become consumers’ single sign-on for bank and retail websites and apps. Longstanding relationships may give it a better shot at achieving network effect than previous attempts.