Customer experience

The number and type of channels for customer support are exploding – with Facebook Messenger, Apple Business Chat, and WhatsApp Business among the most recent additions. And channels are evolving, says Genpact's Jason Osborne.

The latest report from the American Customer Satisfaction Index reported lower scores for both industries, with credit unions recording their lowest ranking since 2011.

New analysis from SentiLink showed that the industry may be more vulnerable to some fraud threats than it realizes.

The industry has an opportunity to build deeper relationships with members right now by communicating in a proactive and empathetic way.

The two banks are among those deploying advanced analytics to give customers advice before they may even know they need it.

In too many places, identity verification and other vetting is still done manually, says Signicat's John Erik Setsaas.

Over the past year, the Alabama bank has been developing new tools that analyze survey responses, phone interactions and social media posts to identify opportunities to improve digital offerings.

Customers' needs and expectations changed drastically in 2020, overturning conventional thinking about their experience in the process. How can we strike the right balance between embracing digital channels and recognizing the value of human touch?

Many sectors are concerned about making money in an economic downturn, but those fears are higher in the financial sector, according to a study from Arizent.

Four global banks have joined American Express Ventures in contributing to BioCatch’s Series C fundraising round and earning themselves seats on its newly formed Client Innovation Board.

An internally built system called Advanced Listening analyzes phone calls, emails, text messages and more, identifying possible compliance violations, systemic issues and opportunities to improve processes, products and customer service.

The Jacksonville, Fla.-based credit union said it needs the extra staff to handle an influx of member calls and to help with a planned expansion.

A new report from Access Softek showed at least one in five members are likely to reduce their branch visits once the pandemic ends, though the risk of consumers leaving their credit union entirely may have declined.

Members who use the account, which should be available starting in 2021, will manage it through Google Pay.

Heritage Bank and Dime Community Bank are among those financial services firms taking online and app-store reviews seriously. Here’s why all banks should pay attention.

The company has renamed itself Prove and says that the acquisition will allow it to help banks fine-tune their security procedures when serving customers.