Customer service

Long Game is a mobile app that uses games to encourage its users to build a nest egg. Its example holds lessons for banks that are struggling to capture more of their customers' attention.

OnlyID, a joint offering from FIS and Equifax, is meant to become consumers’ single sign-on for bank and retail websites and apps. Longstanding relationships may give it a better shot at achieving network effect than previous attempts.

OnlyID, a joint offering from FIS and Equifax, is meant to become consumers’ single sign-on for bank and retail websites and apps. Longstanding relationships may give it a better shot at achieving network effect than previous attempts.

Knowledge picked up from the best customer-facing staff should be delivered by AI systems in a contextual manner at the right place and the right time to handle customer queries in the age of digital commerce, writes Anand Subramaniam, senior vice president of worldwide marketing for eGain Corp.

Credit card issuers have been trying to outdo each other to offer the best rewards program. And it shows, as customer satisfaction rates with many (but not all) of their banks have never been higher in a yearly J.D. Power study. But they may not last forever.

The $2.6 trillion-asset bank's recent commitment to digital lending augurs the development of a two-tier market for borrowers who want fast access to cash.

Readers react to USAA teaming up with Amazon’s Alexa, how a new Wells Fargo’s scandal could affect arbitration rules, a digital identity startup’s ambitions, and more.

The tie-up comes as banks put more resources into helping customers manage their finances digitally.

Two experts traded verbal barbs over whether promoting a sales culture helps or hurts the credit union mission of putting members first.

GlobalID stands out from scores of similar companies and projects by attempting to wed self-sovereignty with regulatory compliance. If its technology works, it could alleviate a major cost for banks.

Through the partnership, Clarity Money customers can use Acorns’ automated investing features, while Acorns users can see a snapshot of their investing activity in the Clarity app.

Customer services are between two human beings. The quality of their exchange is more important than the resolution.

The bank's new Control Tower app is designed to empower customers to track where their financial data is stored and to simplify their control over where it goes and what is done with it.

Though they might have less money to spend on digital than their larger counterparts, community banks can still provide a top-notch mobile experience.

AERO FCU, Truliant FCU join for debit card processing, call center support.

Readers slam credit unions’ ever-inclusive membership criteria, weigh in on the OCC’s proposed fintech charter, encourage a rewrite of the CRA, and more.

The challenge of juggling security and convenience is escalating as banks realize digital channels are for sales as much as they are to display account balances.

Readers this week highlighted the need for banks to upgrade payments systems, debated a small bank’s decision to ditch its legacy core vendor, lamented populist initiatives of the GSEs, and more.

Online and mobile banking are essential elements in 21st-century financial services, but there’s more to banking than digital transactions.

Enabling peers to compare notes will help ID management specialists at regional, midtier banks who face the same requirements as large banks but command smaller operating budgets, IDPro’s founder says.