Customer experience

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.

The pandemic and social unrest made 2020 one of the most challenging years in recent memory, but there is much the industry can learn from the past 12 months.

The pandemic has forced Bank of America, Chase, PCSB and other banks to find new ways to maintain connections with their customers and communities.

There is an emotional and human aspect in all relationships and that holds true for the bond between individuals and brands. The COVID-19 pandemic has brought both the strengths and weaknesses in customer experience under the spotlight. This episode will focus on how connecting with customers and ensuring they have a positive experience with a company is paramount, particularly in a pandemic-driven world. Join our host, Brooke Worden, President of The Rudin Group and guest speaker, Virgil Miller, Chief Operating Officer of Aflac U.S. and President of Aflac Group in a discussion that will highlight how and why Aflac is emphasizing three key aspects of the customer experience in 2020.

To improve a declining rating in the annual American Consumer Satisfaction Index, credit unions may have to make hefty investments in technology upgrades, something most of them can't afford.

Thanksgiving may have already passed, but there's still plenty of room for gratitude in member communications.