Customer service

Citigroup, Synchrony and other banks are using so-called "journey analytics" to spot weaknesses along the entirety of a customer's interactions with the bank.

In letters to the six largest U.S. banks, the Ohio Democrat accused the banking sector of moving call center jobs overseas while reaping benefits from the recent tax cut law.

How a measure to make opening online accounts easier was crafted — and why it needs to pass Congress.

A New Jersey community bank has launched a campaign that takes digs at the megabank while highlighting its own values. Should others follow its lead?

How a measure to make opening online accounts easier was crafted — and why it needs to pass Congress.

In the ongoing quest to replace PINs and passwords, Mastercard has introduced a kit enabling consumers to register their own fingerprint on a biometric card at home, bypassing the need to visit a bank.

From leadership lessons to tips for exemplary service, here's a look at what credit unions heard during the first day of PSCU's 2018 Member Forum.

Several banks have reported digital service outages this year, but now there’s a detailed breakdown of one of them — and it shows that the damage goes far beyond reputation.

Community banks are increasingly turning to account onboarding technology to help them solve a growing problem — how to win new customers without opening physical branches.

Gemalto is working with Lebanon-based areeba to test a biometric contactless Visa EMV card in the Middle East that uses a fingerprint to authorize transactions.

Banks should rethink even existing services, such as the branch experience, said top executives at the Oracle Industry Connect conference.

The Consumer Financial Protection Bureau on Wednesday asked for public input on the way it receives and processes complaints from consumers in what the agency said was a preliminary step toward making improvements.

It's not enough to say you provide excellent service. You have to define what it is in a concrete, measurable way to live up to that promise. Take these steps to do just that.

While the banking industry is divided on the use of conversational technology, the San Francisco company believes chatbots can make it easier for customers to discuss their finances.

Voice authentication software has improved call center service at Virginia Credit Union and shortened call times by nearly 25 percent.

A startup called Spring Labs has launched a blockchain network with the goal of getting lenders and data providers to share data to help verify customers' identity.

There are ways to provide a better consumer experience, even when institutions are looking to settle up on unpaid accounts.

With smaller screen sizes and increased levels of distractions ranging from a text or a notification, pitfalls in the checkout process can result in more abandoned carts than successful transactions, writes Andre Lyver, director of engineering for financial services at Shopify.

AxiomGo is being offered to customers seeking alternatives to prepaid cards and traditional checking accounts.

Payment data can also reveal insights for companies to foster better relationships with customers and vendors or suppliers, writes Matt Clark, president and COO of Corcentric.