Customer service

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.

Facebook, Instagram and other platforms can help credit unions differentiate themselves from big banks, but CUs that don't use these platforms strategically could be opening themselves up to risks.

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.

TD Bank claimed the top spot in J.D. Power’s national bank satisfaction survey, but Wells Fargo showed the greatest year-over-year improvement.

Making the case for process optimization is a lot harder, however, because the costs are hidden and hard to measure, says Nvoicepay's Kristin Cardinali.

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

New American Customer Satisfaction Index data shows consumers slightly favored banks, which are benefiting from investments in technology.

Axos Bank favors remote access over chatbots, as it connects bankers with online customers in real time.