Customer experience

Credit union executives have led teams through past crises, but the pandemic has created new economic stresses and mental strain that CEOs must address.

Digital banking has ramped up during the coronavirus lockdown but customers will seek somewhere to go as cities reopen. A branch could provide that safe haven.

Tyrie has advanced Bank of America’s virtual assistant Erica and rolled out easier-to-use digital products that resonate strongly with customers. Those achievements have earned him recognition as one of American Banker’s digital bankers of the year.

Credit unions need a clear strategy if they hope to break through to consumers already overwhelmed by the coronavirus.

The industry is well positioned to gain market share, but institutions may not see the same levels of growth as after the last recession.

Regional and midsize banks, which continue to trail the biggest banks in digital engagement, could attract younger consumers by reaching out with more advice about financial basics, according to J.D. Power.

Credit unions can build trust within their communities by providing clear and consistent communication as the pandemic causes economic anxiety.

The coronavirus is changing how consumers interact in branches and banking online. Bank leaders should be prepared.

The addition of Maria Renz shows how much emphasis the San Francisco fintech is putting on operations and customer experience.

Consumer advocates and policymakers are railing against use of the technology by government, universities and others. Banks using it for authentication need to tread cautiously, experts say.

New technologies are making fraud detection even more of a challenge for financial institutions, but there are steps credit unions can take to protect themselves and their members.

Some fraudsters pose as loan applicants and submit doctored video or photos of property and assets to scam lenders they won't see in person. Firms like Elevate Funding and Credibly are fighting back.

The promotion of Melinda Chausse was one of several leadership changes the Dallas company announced this month.

The bank is investing in a new authentication platform because password-based security systems have too many weaknesses, says Juan Francisco Losa, BBVA’s global head of security architecture.

The current climate is akin to the Wild West, with little protection for the consumer, and new regulations are needed if the technology is to continue to expand in a safe and sustainable way, argues Mitek's Stephen Ritter.

Jason Gardner, founder and CEO of the card issuer Marqeta, discusses his experiences in starting up multiple fintechs and makes predictions for the new year.

It's no longer enough to conduct traditional demographic analysis of customers. TD Bank wants to know what is going on with individual consumers at any given moment and respond accordingly.

Credit unions must do a better job focusing on how members interact with the institutions chartered to serve them.