Customer service

The Midwest bank said that digital usage rose 400% after a makeover of online and mobile banking platforms that was meant to make them more customer-friendly and more competitive.

While the advent of the Internet offered the possibility of increased global connectivity, blockchain has the potential to take this advancement to the next level, writes Sergey Ponomarev, the CEO of SONM.

"I’m not going to step aside because I’m an asset for this company," Tim Sloan said Wednesday, rejecting arguments by some Senate Democrats that he is too tied to the phony-accounts scandal.

TruChoice Federal Credit Union’s SMILE program is improving members’ lives and saving them money.

Banks such as Citigroup, Regions and TD have decided they need to offer mobile customers truly customized experiences. They are experimenting with different ways of doing so that come across as helpful without being intrusive.

Using an automated solution to process virtual card payments is the first step in overcoming the challenges of this payment technology, writes Ed Jordan, CFO of Billtrust.

In experimenting with a chatbot on its mobile app, TD Bank will have to tackle the same issue facing several of its rivals — how to automate conversations with consumers and decide at what point it’s time to switch to a human.

Yolande Piazza explains Citi Fintech's unique process for getting customer feedback on new apps. She also talks about overcoming the challenges of innovating inside a large company like Citigroup and winning over those who are resistant to change.

Some financial institutions are looking at how to translate the complicated and document-heavy mortgage lending process into the digital world of voice-interactive personal assistants.

Some banks are looking at how to translate the complicated and document-heavy mortgage lending process into the digital world of voice-interactive personal assistants.