Customer service

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.

Inspired by the book "How Fargo of You," Bell Bank has an awards program that recognizes employees with a talent for the little touches that matter to customers.

Jim DeBello will leave his post as CEO of digital capture and mobile identity company Mitek, one of a handful of high-level personnel moves at the company.

The bank is working with SpringFour and Genivity, two graduates of its mentorship program, and plans more such partnerships.

Voice assistants impress at tech demos, but new research shows bank customers aren't ready to ask a speaker about their accounts just yet.

The skeptics keep waiting for investment in financial startups to dry up, but it doubled in the first half of 2018. KPMG's Safwan Zaheer explains why.

Payment companies have a responsibility to both merchants and consumers to emerge as brands in their own right, with values that resonate not just with the businesses they are supporting, but with the customers using their services, writes Koen Vanpraet, CEO of Intrapay.

Forrester principal analyst Alyson Clarke explains why the two nonbanks fared well in a recent survey of 110,000 Americans.

To improve videoconferencing adoption, banks are advised to focus on one particular group of clients.

The challenge in automating cross-selling to customers online is figuring out how to integrate with the core banking platform.

By intelligently applying friction, where the entry of a PIN or a swipe of the screen can be used to correlate against known data, we can better prove that the correct user made the transaction and avoid the costs and disruption associated with fraud and disputed claims, writes Zia Hayat, CEO of Callsign.

When bank customers are treated poorly by branch employees, it can damage the relationship even if the specific issue is effectively resolved.

"Banks should be investing in innovation in this area or risk getting left behind," a fintech CEO warns.

How has Frost Bank maintained its stellar reputation year in and year out? By emphasizing long-term relationships, never compromising on its principles to meet quarterly numbers and always striving to give customers a square deal.

E-invoicing is the solution to unlock early-payment discounts, but many businesses are stuck in the past, according to Roger Hatfield, vice president of North America for CloudTrade.

At 4 feet tall and with a child's voice, Pepper won't replace tellers, but it can help bank customers interested in applying for a credit card or having issues with an ATM.

The move from standard to real-time transactions adds another layer of complexity and creates further opportunities for fraudsters. Quicker transaction times increase the chances of fraudulent transactions going undetected, writes David Worthington, vice president of payments at Rambus.

Businesses are tasked with carrying too much of the burden of protecting customers' personal information, and typically turn to Social Security numbers. The advent of self-sovereign identity may give consumers a chance to reclaim control over their data and how it’s used, Finicity's Nick Thomas writes.