Customer service

With the acquisition of Confyrm, the bank is among the few players that are putting themselves in position to sell ID authentication services to other businesses.

The authentication software and hardware provider is shifting its focus to identity verification and account onboarding, another sign that the newest generation of bank customers is not interested in coming into a branch to set up an account.

The recent outcry over government use of Amazon's facial recognition software will force TD Bank, USAA and others to confront flaws in the technology that make it harder for women and minorities than white men to use mobile banking.

Buyers who rely on paper-based payments often struggle to onboard new suppliers. This "process overhead" can be so cumbersome that many buyers become resistant to change, opting instead to limit their supplier choices to a small number of partners, writes Patrick Bermingham, the CEO of Adlex.

The move is part of a larger trend to provide enterprise customers with tech capabilities available to retail customers.

Citigroup, Synchrony and other banks are using so-called "journey analytics" to spot weaknesses along the entirety of a customer's interactions with the bank.

In letters to the six largest U.S. banks, the Ohio Democrat accused the banking sector of moving call center jobs overseas while reaping benefits from the recent tax cut law.

How a measure to make opening online accounts easier was crafted — and why it needs to pass Congress.

A New Jersey community bank has launched a campaign that takes digs at the megabank while highlighting its own values. Should others follow its lead?

How a measure to make opening online accounts easier was crafted — and why it needs to pass Congress.