Customer service

Culture is key at Washington Trust, as it is at many of the 75 banks in our Best Banks to Work For rankings. Having a custom word to describe its community-oriented philosophy helps fuel conversations about it, and letting employees personalize the meaning (no scripts here) fuels a sense of empowerment and enthusiasm.

Long Game is a mobile app that uses games to encourage its users to build a nest egg. Its example holds lessons for banks that are struggling to capture more of their customers' attention.

OnlyID, a joint offering from FIS and Equifax, is meant to become consumers’ single sign-on for bank and retail websites and apps. Longstanding relationships may give it a better shot at achieving network effect than previous attempts.

OnlyID, a joint offering from FIS and Equifax, is meant to become consumers’ single sign-on for bank and retail websites and apps. Longstanding relationships may give it a better shot at achieving network effect than previous attempts.

Knowledge picked up from the best customer-facing staff should be delivered by AI systems in a contextual manner at the right place and the right time to handle customer queries in the age of digital commerce, writes Anand Subramaniam, senior vice president of worldwide marketing for eGain Corp.

Credit card issuers have been trying to outdo each other to offer the best rewards program. And it shows, as customer satisfaction rates with many (but not all) of their banks have never been higher in a yearly J.D. Power study. But they may not last forever.

The $2.6 trillion-asset bank's recent commitment to digital lending augurs the development of a two-tier market for borrowers who want fast access to cash.

Readers react to USAA teaming up with Amazon’s Alexa, how a new Wells Fargo’s scandal could affect arbitration rules, a digital identity startup’s ambitions, and more.

The tie-up comes as banks put more resources into helping customers manage their finances digitally.

Two experts traded verbal barbs over whether promoting a sales culture helps or hurts the credit union mission of putting members first.