Customer service

Automated systems respond poorly when confronted with edge cases and unfamiliar circumstances. But those are exactly the moments when a customer's trust in a bank is either established, or lost forever.

New forms of artificial intelligence can take most, if not all, of shopping and checkout out of the hands of humans. Not everybody is going to be comfortable with that, though the payment giant sees travel as a good place to start.

Tech leaders explain how they're trying to use artificial intelligence to better understand customers and communicate with them, without seeming robotic.

Bank professionals largely agree that the customer experience shapes the way work is performed within their organization. However, there are some issues that get in the way of a customer-centric approach.

The platform, which was built in-house, delivers $10 million in cost avoidance, with at least $35 million in potential savings from fewer complaints, executives said.

The U.K. challenger bank's Engine tech unit has registered in Delaware and will soon begin hiring a small staff on the East Coast. It faces the stiff challenges all new core banking software providers face in this country.

Healthy sales cultures that encourage more personal conversations are productive cultures that create more attuned bankers and happier, better-served customers.

The North Carolina House of Representatives this week passed a measure that would allow credit unions to expand into geographic areas with few, if any, bank branches. Banks say such a change could open the door for credit unions to expand far beyond their limited missions.

The digital bank announced upgrades to its online and mobile platforms that let users see financial information from multiple accounts on one dashboard.

The two financial institutions issued Avit tokens on the Ethereum mainnet, marking a first in the U.S.

Americans spent 49% more on overdraft-related fees in 2023 than previously estimated, according to new research, which finds that credit unions were largely responsible for the previously uncounted revenue.

The fintech, which specializes in low or no fee banking and early access to paychecks, is now offering three-month installment loans.

The direct-to-consumer earned wage access provider is allowing consumers access to their paycheck two days before payday. It's hoping it will draw in more customers.

As Klarna wins installment lending for the retail giant's OnePay app, rival Affirm seeks to downplay the loss.

The breach occurred through a vulnerability in third-party file transfer software, and it took weeks for the bank to discover it.

AI isn't inherently good or bad; its value depends entirely on how it's used. For financial institutions, this means shifting the focus from internal productivity gains to customer outcomes.