Customer experience

Arvest Bank is hoping its version of a virtual branch — a stand-alone app that uses chat to forge a long-lasting relationship between bankers and clients — will suit its customers who prefer one-on-one interaction.

Despite spending billions, many banks fail to deliver on the human aspects of the customer experience that deepen relationships and drive customers into action.

New research from American Banker and Monigle reveals which banks, credit unions and challenger banks are turning customers into fans — and which ones have work to do.

Customers are responding well so far to the Minneapolis bank's May rollout of video appointments with branch bankers.

The digital bank for small-business owners went from 300 customers in 2019 to 100,000 this year. As client demands mounted, it developed a virtual assistant and a system for human, in-app communication that experts say surpasses many banks' capabilities.

On customer satisfaction and trust, traditional banks scored higher than upstarts in a new study of consumers who took out personal loans.

Scams in which a real person’s information is used to create fictitious businesses or individuals have led to $6 billion in credit losses. The Federal Reserve has developed a standard definition for synthetic identity fraud so lenders can distinguish it from traditional identity theft.

The regional bank wanted to make more timely and relevant offers to its customers, especially in the realm of online and mobile banking. It worked with several vendors on a system to analyze customers’ activity and push out personalized recommendations.

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.