Customer service

TruChoice Federal Credit Union’s SMILE program is improving members’ lives and saving them money.

Banks such as Citigroup, Regions and TD have decided they need to offer mobile customers truly customized experiences. They are experimenting with different ways of doing so that come across as helpful without being intrusive.

Using an automated solution to process virtual card payments is the first step in overcoming the challenges of this payment technology, writes Ed Jordan, CFO of Billtrust.

In experimenting with a chatbot on its mobile app, TD Bank will have to tackle the same issue facing several of its rivals — how to automate conversations with consumers and decide at what point it’s time to switch to a human.

Yolande Piazza explains Citi Fintech's unique process for getting customer feedback on new apps. She also talks about overcoming the challenges of innovating inside a large company like Citigroup and winning over those who are resistant to change.

Some financial institutions are looking at how to translate the complicated and document-heavy mortgage lending process into the digital world of voice-interactive personal assistants.

Some banks are looking at how to translate the complicated and document-heavy mortgage lending process into the digital world of voice-interactive personal assistants.

The e-signature and invoicing regulations, which sought to simplify e-invoicing to enhance adoption rates, have caused uncertainty, writes David Cocks, CEO and founder of CloudTrade.

Verba's two-decade career at one of the East Coast's fastest-growing banks began with an old-fashioned letter to a local bank when she was in her late 40s and an epiphany about work-life balance.

The first-of-its-kind study was an acknowledgment that as consumers rely more on digital banking channels, the nation's largest banks are competing more against each other and less against smaller institutions.