Customer service

Amazon's voice assistant will soon be in cars and even microwaves, but banks have not yet proven to customers they can serve them with conversational tech.

Australian credit unions can teach American CUs a thing or two about effective use of blockchain and know-your-customer strategies.

Several hard realities, including legacy technology and the pace of change in software and apps, leave firms vulnerable to outages that stir public outcry.

Julie Demarigny will be in charge of mobile and online strategies at the San Francisco bank.

The Atlanta bank warned that some customers may experience intermittent access. A routine system upgrade gone awry caused the problem.

The bank chalked up its outage to "a normal system upgrade that experienced technical difficulty."

Financial institutions need to manage expectations about what they can offer customers or they risk losing credibility with customers.

Last summer, the Wausau, Wis., bank combined two employee groups to form the ICEBreakers. Its mission is to support outstanding customer service and foster a positive workplace culture.

Online maintenance caused the outage, the second time this year a glitch has caused problems for TD customers.

Chip Mahan, founder of Live Oak Bank, believes that if employees have their needs outside work met, they will work better with customers.