Customer service

People are becoming increasingly wary that things they see, read and hear may be AI-generated rather than authentic. To maintain customer trust, banks need to leave no doubt that they are people-driven organizations.

Consumers don't mistrust crypto products because they don't understand the technology behind them. They mistrust them because they have seen them fail under pressure. The path forward will be slow and incremental.

It may seem tempting to make use of advertising that plays up the negative aspects of your competition, or tries to set your organization apart from a less-than-appealing stereotype, but such messaging rarely lands well with consumers.

While the e-commerce giant has deemphasized the technology, banks and payment firms are testing the biometric option.

National ad campaigns are impressive. But few things create more goodwill or lasting impact than visible, hands-on support of a community's youth, no matter the size of the bank.

The technology company recently announced iris authentication in smart glasses, bringing new attention to a nascent high-tech payment option that has also attracted Mastercard and Bank of America.

A new study has decoded banks' television commercials, analyzing what the messaging reveals about the bank behind the advertisement. When an ad leans too hard on emotions, researchers found, viewers should beware.

The Ohio-based bank reports a 10% expense reduction within a year of moving its contact center technology to Google Cloud through a partnership with UJET.

Paying for items with your palm or face isn't commonplace yet, but it's coming. What banks need to know.

U.S. banks should look to Sweden, where the identity verification measures put in place by banks also give users access to both government and private-sector platforms.

Artificial intelligence is helping banks and credit unions reduce friction points in their customer experiences and more, per new research from American Banker.

The continued investment in branches is a continued investment in bankers. A well-trained, motivated banker turns a physical location into a relationship hub.