Customer service

As strategic planning season kicks off, credit union boards and executives must consider whether they’re doing enough to prevent evolving cybersecurity issues, including account takeovers.

Hispanics are underserved by mainstream financial institutions, creating an opportunity for credit unions to step in and fill the void.

As more credit unions deploy mobile video banking, some observers say if credit unions don’t hop on board now they could be left behind in the next few years.

AI-focused venture fund Radical Ventures is the lead investor in a $31.5 million Series B round in Sensibill, which boosts it overall financing to $46.5 million. National Bank of Canada is also part of the investment round.

The technology has become controversial for its potential for bias. Notre Dame professor Kevin Bowyer explains what his studies of this issue have found.

Cort O'Haver, president and CEO of Umpqua Bank, tells the audience at Digital Banking 2019 that the industry is getting too far away from the human touch in customer interactions.

Joel Kashuba, Fifth Third's head of innovation and design, explains to Digital Banking 2019 how understanding four major aspects of human experience — cognitive, perceptual, physical and emotional — is integral to each aspect of customer engagement.

Ralph Evans, director of culture and employee communications at BBVA, says a philosophy of rallying around something bigger than the bottom line helped the bank crystallize its mission.

From leveraging AI as part of customer interactions to analytics, workstation setups and more, here's how credit unions can modernize operations and keep satisfaction levels high.

Banks are increasingly turning to outsiders like Nikki Katz, a former Disney executive now at Bank of America, and Joel Kashuba, formerly of Procter & Gamble and now at Fifth Third, to help build their digital experiences.