Customer service

The Martech Imperative: A Commissioned Study by Forrester Consulting

An increased emphasis on privacy and data regulations provides financial services the chance to catch up to digital natives. CMOs must embrace a customer-centric strategy to drive differentiating customer experiences, invest in modern marketing technology stacks, leverage first-party customer data, and enable data-driven decisioning.

Partner Insights from Capgemini
Digital banking

When eliminating account fees becomes a technology problem

Amplify Credit Union in Austin, Texas, started thinking about removing all banking fees two years ago. First, it had to overhaul its online account-opening process.

By Miriam Cross

July 17
Digital banking

Neobanks strengthen customer service to set themselves apart

Clients of neobanks have more difficulty reaching service representatives than those of direct banks. Several firms are trying to change that.

By Miriam Cross

May 24
Technology

Exclusive research Automation's hidden trap

Organizations are driving to become fully automated enterprises, but single point solutions are putting that goal at risk.

By Michael Moeser

May 18
Payments

Mastercard begins facial-recognition rollout with retailers

Mastercard has begun to trial a biometric payment system for brick-and-mortar stores, using facial recognition rather than contactless cards, smartphones or memorable PINs.

By Nate Lanxon, Bloomberg News

May 17
Consumer banking

Amex, Discover, Charles Schwab lead direct banks in customer satisfaction

Online-only banks that place a premium on personalized customer service receive higher satisfaction ratings, according to a new survey by J.D. Power.

By Jordan Stutts

May 16
Report: A Better Way to Stop Fraud and Deliver Seamless Customer Interactions

Knowledge-based authentication remains a fixture in the lender identity verification toolkit. Yet KBA is notoriously cumbersome for consumers and vulnerable to common fraudster tactics.

Partner Insights from Neustar
Report Report How Identity Mitigates Risk

Most organizations operate with an incomplete understanding of consumer identity, risking millions of dollars in identity fraud, inefficient use of fraud resources, and degraded customer experience. Investing in identity helps mitigate these risks. Learn how forward-thinking organizations use identity to mitigate fraud risk while connecting with customers efficiently.

PARTNER INSIGHTS FROM Neustar
Top 10 Financial Institution Decreases Manual Review Rate 35%

A top 10 financial institution observed a high manual review rate for new customer applications was cutting into account opening numbers and lifetime value metrics. By introducing Neustar data into existing checks, the financial institution could reduce manual review populations 35%, reduce incurred fraud 11%, and increase new customer acquisition 1%.

Sponsor Content from Neustar
Infographic Mitigate Fraud and Consumer Friction with Integrated IDV

Cybercriminals are driving fraud rates higher and pressuring financial institutions to increase rather than reduce consumer friction. Learn how forward-thinking firms address fraud threats and improve customer experience via integrated identity verification.

PARTNER INSIGHTS FROM Neustar