Customer service

Customers say they like their bank, but in a customer survey banks significantly lagged retail brands like Amazon in ease of service and satisfaction.

Glassbox, a digital customer management company based in London, allows banks like JPMorgan Chase and Bank of America to use data and analytics to study customers' behavior.

The bank has long collected data about digital interactions. Now it’s adding tech to gain knowledge from phone call to better understand each customer.

The central bank is mulling measures to broaden the number of banks receiving reg relief; Lisa Stevens was a top deputy to the former retail chief during the phony accounts scandal.

Financial firms must follow customers from mobile devices to desktop and back without missing a beat.

Our 16th annual Most Powerful Women in Banking rankings; why Regions did away with teller jobs; small banks lagging in deposit share; and more from this week's most-read stories.

AI-powered assistants will change the customer experience for the better, but first they must achieve a more human level of service, executives said during a discussion at Finovate.

The nation's largest bank overtook PNC Bank to snag the top spot in an annual study that evaluates satisfaction levels at the nation's six largest retail banks.

An examination of industry sales tactics conducted after the Wells Fargo scandal found that credit card accounts (not checking or savings) were the largest source of account openings without customer permission.

TD Bank bills itself as America’s Most Convenient Bank, but even Jane Russell, its head of customer experience, admits that its service over the years has not always been consistent. That’s beginning to change.