Customer service

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.

The Credit Union National Association’s summer conference in Orlando offered attendees insights into service, succession planning, collaboration and more.

As the National Association of Federally-Insured Credit Unions' annual conference kicked off, President and CEO Dan Berger emphasized the trust credit unions have built with members. But there have been a few recent stumbles.

Credit unions have not invested enough in analytics. But changing that would help the industry compete with big banks and improve efficiencies.

Synapse is working to refine its application programming interfaces to meet know-your-customer and other complex requirements, but it's a tall order, the head of the back-office-services platform says.

The Los Angeles company has established a network that is designed to help verify the identities of consumer and small-business borrowers. It says 20 lenders are participating and that it is trying to recruit more.