Customer service

TD Bank estimates it hands out 20 million pens every year. Huntington is getting close to offering its 80 millionth pen. It's a way to get a bank's brand to travel with customers across the globe, but is it worth it?

Even the newest technological innovation cannot beat personal interactions when it comes to forging a deep and meaningful association with clients, which typically lasts for years.

The current interest rate environment advantages banks over their fintech competitors. That can't be allowed to stifle invention.

Technology that was seen as best-in-class 10 years ago is practically table stakes for banks today and does not differentiate one bank from another. Branches do.

Artificial intelligence now has the potential to fundamentally change customers' relationships with banks, impacting everything from onboarding to retention and upselling.

In a survey by J.D. Power, customers of nine large banks expressed their growing unhappiness with service from human employees. Discontent rose the most among consumers under age 40.

WaFd Bank is using conversational artificial intelligence to make the contact center and online chat experience smoother for both customers and agents.

Feeling that your bank is truly there for you is the difference between a bank account and a banking relationship.

Barclays plans to hire more than 1,000 staff in the coming weeks to help consumers manage their finances through the looming downturn, according to its CEO.

Small business banking can be BIG for the financial institutions willing to tap the opportunity in this fast-growing market.

The bank's web- and mobile-based chatbot was built using software from Amazon.

Verifying the identity of a business is a much more complex task than verifying the identity of an individual, yet the underlying technology used in both is the same.