Customer service

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.

Financial institutions have a solid track record of keeping customers for the long haul, but technology firms, fintechs and challenger banks are gaining ground on the incumbents.

A vast majority of IT leaders at banks want to ditch passwords for something better and safer, and many tech vendors are moving in that direction already. But it's easier said than done.

As the industry manages high turnover, more companies are expressing dissatisfaction. Among firms that switch to a new bank, the previous bank's lack of knowledge about their business is an increasingly common reason, according to a recent survey.

The Cincinnati bank used to rely on surveys to gauge how satisfied customers were after speaking to a contact center agent. Technology has made the task easier and more comprehensive, and spotlighted common issues that triggered a high volume of calls.