Customer service

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.