Customer service

Banks can fine-tune their apps so the customer doesn't give up halfway through a cumbersome sign-up process.

A new project backed by the government of Luxembourg could ultimately be influential in the U.S., where banks have been slow to develop a shared platform for digital identities.

As strategic planning season kicks off, credit union boards and executives must consider whether they’re doing enough to prevent evolving cybersecurity issues, including account takeovers.

Hispanics are underserved by mainstream financial institutions, creating an opportunity for credit unions to step in and fill the void.

As more credit unions deploy mobile video banking, some observers say if credit unions don’t hop on board now they could be left behind in the next few years.

AI-focused venture fund Radical Ventures is the lead investor in a $31.5 million Series B round in Sensibill, which boosts it overall financing to $46.5 million. National Bank of Canada is also part of the investment round.

The technology has become controversial for its potential for bias. Notre Dame professor Kevin Bowyer explains what his studies of this issue have found.

Cort O'Haver, president and CEO of Umpqua Bank, tells the audience at Digital Banking 2019 that the industry is getting too far away from the human touch in customer interactions.

Joel Kashuba, Fifth Third's head of innovation and design, explains to Digital Banking 2019 how understanding four major aspects of human experience — cognitive, perceptual, physical and emotional — is integral to each aspect of customer engagement.

Ralph Evans, director of culture and employee communications at BBVA, says a philosophy of rallying around something bigger than the bottom line helped the bank crystallize its mission.

From leveraging AI as part of customer interactions to analytics, workstation setups and more, here's how credit unions can modernize operations and keep satisfaction levels high.

Banks are increasingly turning to outsiders like Nikki Katz, a former Disney executive now at Bank of America, and Joel Kashuba, formerly of Procter & Gamble and now at Fifth Third, to help build their digital experiences.

The Credit Union National Association’s summer conference in Orlando offered attendees insights into service, succession planning, collaboration and more.

As the National Association of Federally-Insured Credit Unions' annual conference kicked off, President and CEO Dan Berger emphasized the trust credit unions have built with members. But there have been a few recent stumbles.

Credit unions have not invested enough in analytics. But changing that would help the industry compete with big banks and improve efficiencies.

Synapse is working to refine its application programming interfaces to meet know-your-customer and other complex requirements, but it's a tall order, the head of the back-office-services platform says.

The Los Angeles company has established a network that is designed to help verify the identities of consumer and small-business borrowers. It says 20 lenders are participating and that it is trying to recruit more.

The information the Consumer Financial Protection Bureau collects about customer problems can be valuable, but analysts need to move past the headline numbers.

With big banks investing heavily in IT, credit unions will have to be nimble and streamlined if they hope to compete.

The increased mobile engagement at U.S. Bank goes back to Ankit Bhatt letting customers tell him — and, many times, show him — what needs to improve.